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Review before sharing
On the resume: “Improved customer onboarding.”What was broken?

New accounts took 41 days to go live. I rebuilt onboarding for Northwind Health after Dana Ruiz escalated the delay. Most of the wait came from a security questionnaire that arrived after signature.

Confidential detailA company name can identify you or your client.Replace with “a regional health insurer”Keep it: I accept this may reveal confidential information

What did you change?I moved the questionnaire before signature, drafted answers to the 30 most common questions and set up a weekly review with security. Go-live fell to 19 days over two quarters.

Before sharing, check theseNorthwind HealthCompany · §2Dana RuizPerson · §2Resolve 2 details to share
Today:

A year of real work, lovingly summed up as “Team player.”

Resume · page 1 of 1

What’s behind the line?

Email · VP, Customer Success

“Thanks for getting both teams to agree on one handoff.”

Failed kickoffs reviewed10
What was broken?
Sales and implementation each blamed the other when kickoffs restarted discovery.
What did you change?
Ran a joint review of ten failed handoffs and rewrote the kickoff checklist with both teams.
What improved, and what can’t you claim?
Kickoffs stopped restarting. I can’t claim the retention change; pricing moved the same quarter.

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