Belmont University

Market Operations at Elemy

Spring Health

CX Tooling Manager, Care Operations

• Joined as first hire in Los Angeles market and directly responsible for $10M in ARR 
• Early hire (<50) as company scaled from $5M to $65M in ARR from Seed to Series B
• Managed, trained, and developed a 20+ team delivering end to end customer operations and clinical care delivery
• Developed and executed strategy and scalable cross-functional process to solve a wide range of early stage business problems, drive operational efficiencies, and optimize the client experience
• Built core clinical operation process to successfully navigate contractual requirements across commercial and medicaid focused insurance
• Designed and launched end-to-end hiring process and competencies for Markets Operations, the largest division at Elemy, to ensure operational success and scalability

Elemy

Senior Manager, Market Operations

•Developed and executed global T&S strategy and scalable process to improve operational efficiency, safety data accuracy, risk controls, process optimization, and system and data improvements
•Produced tailored safety data reports and presentations for key internal stakeholders to provide consistent visibility into trends, initiatives and progress
•Served as the safety subject matter expert on cross-functional efforts to incorporate safety insights early on in the development of products, features, tools, process, and policy
•Spearheaded a project to transition vehicle retrievals in-house in all markets from a vendor resulting in projected annual savings of $2 million
•Managed, trained, and developed a 20+ team delivering best in class support and effective risk mitigation

Bird

Senior Manager, Global Trust & Safety

•Trained, managed, and supported 30+ clinical and administrative staff at the world’s largest and most experienced organization effectively treating children with autism and related disorders. 
•Ensured effectiveness of daily operations through analyzing data and tracking trends in order to improve operational and financial systems, as well as processes and policies supporting operations.
•Created and directed the implementation of facility policies and customer service procedures.
•Handled Compliance and Human Resources functions such as payroll, billable percentages, contract fulfillment, recruiting, hiring, separation of employees and maintained employee records and clinical documentation. 
•Served as HIPAA compliance officer, principal trainer and enforcer of privacy rules and regulations.

Center for Autism and Related Disorders, LLC. (CARD)

Operations Manager

• Planned, organized and directed optimum daily operations of custom apparel, screen-printing and promotional product manufacturing
• Recruited, Managed and supported 7+ individuals responsible for complex production duties
• Developed and leveraged internal and external partnerships and networks to increase sales 30%
• Developed all delivery, supply chain, and inventory control processes 
• Created and maintained all formalized operational, accounting and customer service systems

Philanthropic Endeavors: Forged strong community relations within a diverse, densely populated urban setting.  Extended pro bono services to nonprofit organizations, including Greenway Arts Alliance of Los Angeles and 826LA, whose mission is to improve writing skills of children and young adults.

Second Wave LA

General Manager / Founder

•Oversaw day-to-day operations and created strategy and scalable process to foster efficiency
•Analyzed data trends to create actionable KPIs/goals that improved operational processes
•Built a world-class customer experience to facilitate growth and engagement 
•Planned and delivered extensive research to inform product enhancements and capital fundraising efforts 
•Managed Human Resources, recruitment, hiring, training and on-going mentorship of Customer Navigation Team
•Developed, implemented and managed the operational budget

Orlando Pisegna