Andrew Wente

Experience

• 

  Ohio Department of Mental Health & Addiction Services

  Jan 2007 - Jan 2009

  Administrative Assistant - Quality Improvement Division

  Provided customer support to different agencies and entities and coordinated administrative functions to ensure efficiency in all areas of division. Primary duties included managing division filing system, liaising among diverse providers, preparing departmental correspondence, and organizing schedules for certification reviews.Key Accomplishments:* Maintained quality improvement certifications and licensures for programs to demonstrate expertise in improving healthcare delivery and meet standards for quality assurance audits.* Optimized efficiency and productivity of five-member team by organizing schedules, assisting with quality improvement, maintaining proper communication, and motivating members. Show less

• 

  American College of Cardiology

  Jan 2009 - now

  Coordinate and administer full range of business support services for prospective and existing participants and vendors to ensure effective delivery of services. Provide excellent and seamless customer experience by delivering quality customer service and support to high value clients, establishing professional relationship, maintaining account via Salesforce (CRM), preparing participation agreements and invoicing, and overseeing systems and procedures to track account status. Previously oversaw and ensured performance of 2 direct reports. Supervise up to 5 subordinates to ensure quality of service provided to both Accreditation and NCDR customers.Key Accomplishments:* Accomplished business-critical tasks and projects including annual renewal processes, service improvement initiatives, business process automation, and system migration.* Instrumental in customer retention by consistently providing great customer support to prospective and existing participants and vendors, and addressing account related issues via call and email.* Contributed to successful migration of database system from Microsoft CRM to Salesforce, which improved operation while saving company over $200,000.* Played significant role in establishing, designing, and implementing customer care division for Society of Cardiovascular Patient Care (SCPC) resulting to significant improvement to customer experience.* Boosted productivity by creating new policies for customer care, streamlining process for handling customer issues, and leading process-improvement initiatives related to workflow, annual billing, and customer tracking.* Transitioned IT ticketing system to Jira, which simplified customer support workflow for various issues, and enabled all ACC members to access cases and resolve problems. Show less

  • Senior Account Manager | Team Lead - Business Support Operations - ACC Accreditation Services

    Jan 2015 - now

  • Desktop Support

    Jan 2011 - Jan 2015

  • Accrediation Administrative Assistant

    Jan 2009 - Jan 2011