Professional SummaryAudiologist with experience in hearing instrument selection, fitting, adjustments, technical support, product management and participation in research activity seeking a role that combines the science of hearing instrument technology and potential benefit with working with people as a Research Audiologist. Skill Highlights21 years of dispensing experiencePassionate about helping the hearing-impairedProduct ManagementPrior research experienceExcellent written communicationCollaborativeIndependentAdept multi-tasker Professional Experience01 2012to06 2015Senior Manager, Technical and Software SupportVungle New York City,NY,Responsible for team of nearly 26 remote and inside Technical Support Audiologists, four Software Support Specialists, a Consumer Liaison and a Credit Rebill Specialist.Sccessfully supported a transparent integration of Lyric into Customer Care, the VA Integration with Unitron, implemented cross-training within Technical Support for all channels (Lyric, Costco, VA, School, Commercial), and led the project to move EOLAS resources into SFDC Knowledge to complete on time and with limited resources.Facilitated the transition of credit rebill activities into Customer Care, including development of structure, work instructions, training, onboarding and met turn-around time goals.Served as Interim Customer Service Manager in 2014.Successfully built a pipeline of Technical Support candidates and the structure to support, supported evolution of the remote Technical Support model that grew and elevated the level of the team, partner with SeHC in the B2C website evolution and support from PHUS, provide input into the Hearing Aid Benefit Program and successfully partnered to roll out the Potential Medical Issues tracking in SFDC across the organization.10 2008to01 2012Sr. Manager, Product ManagementSalesforce.Com, Inc. Burlington,MA,Lead team of four Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to February 2012, including accelerated launches and added off-cycle launches with the focus to exceed revenue goals.Additional responsibilities Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edited Insight papers and reviewed B2B and B2C materials, Collaborated in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings,Created customer-facing messaging for product-related challenges including product failures supply issues, etc., participated in Sales Meetings, Monitored product failures and strategized for mitigation solutions with HQ.10 2008to01 2012Senior Manager, Product ManagementDepartment Of Veterans Affairs Kansas City,MO,Lead team of Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to present, including accelerated launches, with the focus to exceed revenue goals.Additional responsibilities Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edit Insight papers and review B2B and B2C materials, Collaborate in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings.Create customer-facing messaging for product-related challenges including product failures supply issues, etc.participate in Sales Meetings, Monitor product failures and strategize for mitigation solutions with HQ.02 2006to10 2008Product Manager - Business ClassPhysicians Hearing Network Phoenix,AZ,Executed Business Class product launches on time including Eleva, microPower, Audéo, Naída, Versata, Certena, and the associated fitting software.Developed marketing plans, marketing strategies, implemented pricing, monitored sales and addressed product quality issues to mitigate or pursue successful solutions.Developed additional training materials and executed on training for products to internal staff and external customers including technical training, Product Launch kick-offs,.Presentations - 11th Annual Mid-Atlantic Hearing Expo - microStyle Generation - Your Clients Might Not Be Invisible But Their Hearing Systems Can Be Gettysburg, PA, March 2007.06 2004to02 2006Team Lead and Technical Support AudiologistPhonak City,STATE,Midwest Customer Response Team Lead and technical phone support to Phonak accounts.Responsibilities included technical phone support for hearing instrument and FM fittings, monitoring and maintaining all aspects of Midwest Accounts, outside Sales and Training support, and supervision of seven internal Customer Service employees.Additional contributions include co-responsibility for refining the Phonak Employee Hearing Instrument Benefit Program and facilitating its implementation.Presentations - Proposed, developed and presented a breakout session on Counseling High End Digital Hearing Instruments during multiple Open Houses.01 1989to01 2004Director of AudiologyHEARING HEALTH CENTER City,STATE,Clinical and Dispensing Audiologist - diagnostic testing, hearing aid and assistive listening device selection and dispensing to clients of all ages with communication disorders associated with hearing loss.Testing experience included conventional, conditioned and behavioral audiometry, impedance, otoacoustic emissions, auditory brainstem response, videonystagmograpyhy, and Balance Master System.Experience with hearing instruments included all styles of hearing instruments, including conventional analog, programmable and digital technologies, with special considerations in fitting and managing pediatric client cases.Additional responsibilities analysis of departmental statistics for sales, returns, and strategies for improvement supervision of CFY and junior audiologists maintenance of fee schedules and billing programs soliciting and negotiating contracts for services with insurance companies community speaking engagements coordinating the launch of The Center for Balance Disorders (vestibular assessment and rehabilitation) within Hearing Health Center including development of protocols for services, billing procedures, tracking of reimbursement, training staff and as liaison with the physical therapy provider and development and maintenance of HIPPA program compliance.WIDEX PEDIATRIC HEARING AID ASSISTANCE PROGRAM (2002-2005 data collection completion date).One of five pilot sites in a research project measuring the long-term benefits of digital amplification for pediatric wearers.Hearing Health Center was the only private practice setting selected to participate, all other sites were university educational programs.Responsibilities include data collection and management over the three year study commitment, including audiologic evaluations, coordination of speech and language assessments, fitting, and verification of fitting.TRAINER, PEDIATRIC ISSUES IN HEARING AID DISPENSING, WIDEX CORP.Fall, 2000) Presented a full day training class to audiologists, speech pathologists, and other professionals on Widex digital technology as is applies to pediatric patients.Topics included information on Widex signal processing strategy and its benefits, fitting strategies and philosophies for pediatric patients, validation and verification methods.1987to1989Center for Craniofacial Anomalies - Department of PediatricsUniversity Of Illinois City,STATE,Clinical Audiologist - participated as sole audiologist in a multidisciplinary team responsible for the care of children with craniofacial anomalies ages 0-21 years.Specific responsibilities included diagnostic testing, hearing aid selections and conformity checks.Additional responsibilities - development of Xomed Audient Implantable Bone Conduction Device program, coordination of otologic care and Quality Assurance Program.1985to1987AudiologistEYE AND EAR INFIRMARY, University Of Illinois City,STATE,Clinical and Dispensing Audiologist - provided diagnostic testing, hearing aid dispensing and aural rehabilitation services to patients of all ages with medical and communication disorders associated with hearing loss.Additional responsibilities - development and rollout of hearing aid dispensary program and neonatal hearing screenings.1983to1985Dispensing AudiologistCHARLES A. LOWE AND ASSOCIATES City,STATE,Dispensing Audiologist - provided selection, dispensing and follow-up care to clients of all ages using hearing instruments.Additional responsibilities - management of wholesale hearing aid sales program, and supervision of CFY audiologists and graduate school clinicians. Education and TrainingExpected inMay 1981totoBachelor of Science Speech and Hearing ScienceUniversity of Illinois,Urbana,IllinoisGPA Speech and Hearing ScienceExpected inAugust 1983totoMaster of Arts AudiologyUniversity of Illinois,Urbana,IllinoisGPA AudiologyExpected inApril, 2003totoDoctor of Audiology (Claire Salus University, Pennsylvania College of Optometry,Edens,PennsylvaniaGPA SkillsB2B, Balance, benefits, billing, negotiating contracts, Counseling, Credit, client, Clients, Customer Service, Customer Care, data collection, Edit, educational programs, Focus, phone support, insurance, Team Lead, listening, managing, marketing plans, marketing strategies, materials, Meetings, messaging, office, 2000, outside Sales, physical therapy, Presentations, pricing, Product Manager, protocols, speaking, quality, Quality Assurance, rehabilitation, rehabilitation services, Requirement, research, Sales, FM, speech, statistics, strategy, supervision, Software Support, Technical Support, technical training, TRAINER, training materials, validation  SEP  Calling all innovators find your future at Fiserv. Were Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, were involved. If you want to make an impact on a global scale, come make a difference at Fiserv. What does a successful Software Engineering Manager do at Fiserv?Fiserv is looking for a Software Engineering Manager to join our Core Acquiring Front End engineering group within Fiservs Global Business Solutions (Payment Acceptance) business.You will be joining an organization responsible for mission critical platforms that support our payments acquiring business. We process over 350 million payment transactions per day with a peak throughput of over 8,000 transactions per second all while maintaining millisecond fast response time. All this is done for some of the largest merchants in the US.This fast-paced online transaction processing environment requires a passionate critical problem solver who can balance platform stability and resiliency along with modern engineering practices and solutions. What you will do Manage cross-functional engineering teamsHands-on engineer pickup stories, code reviews, and support production End-to end platform owner and engineer design, build, and support resilient services solutionsPartner with business owners to define platform roadmaps and scope for initiatives featuresDrive prioritization of technical investment on in-scope platformsDesign performant, efficient, effective, and reusable technical solutions (partnering with architecture)Provide thought leadership across acquiring enginesPartner effectively with DevOps, Production Support, and peer platform teams What you will need to have 15 years of experience in software engineering roles using C and Java10 years of experience leading high-performing software engineering teams5 years of experience in financial services or payments processingAbility to clearly communicate with executive leadership What would be great to have Bachelor s degree in computer science, engineering, or equivalent work experienceExperience in AIXExperience building solutions in public cloud (AWS, Azure, GCP) Perks at work Were FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge Refuel for qualifying associates, and free counseling through our EAP.Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.Prioritize your health with a variety of medical, dental, vision, life, and disability insurance options and a range of well-being resources through our Fuel Your Life program.Advance your career with training, development, certification, and internal mobility opportunities.Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers. What you should know about us Fiserv is a global fintech leader with 40,000-plus (and growing) associates proudly serving clients in more than 100 countries. As a FORTUNE 500 company, one of Fast Companys Most Innovative Companies, and a top scorer on Bloombergs Gender-Equality Index, we are committed to excellence and purposeful innovation. Our commitment to Diversity and Inclusion Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. 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