Executives in Transition - Healthcare Tech Chief Operations Officer
- lbuckley707
- Jun 5
- 1 min read
Achieved a Net Promoter Score (NPS) of 66%, maintained a 96% customer retention rate, and secured a 94% opt-in rate. Sustained a low churn rate of 4%, a customer satisfaction (CSAT) score of 98%, and delivered 77% whitespace growth.
Redesigned operational structure to eliminate redundancies and enhance cross-functional collaboration. Standardized workflows, realigned roles, and introduced performance metrics—boosting efficiency, reducing delays, and improving service consistency.
Held full P&L responsibility for a over $400M portfolio with more than 150 FTEs; achieved a Net Promoter Score (NPS) of 72%, a customer satisfaction (CSAT) score of 94%, and a 93% opt-in rate.
Turned around professional services profitability, shifting EBITDA from a loss of $1.6M to a $180K gain within 12 months—improving margins from -63% to +6% through disciplined financial management and operational restructuring.
Increased gross profit margin from -88% to 38% by streamlining processes, reducing labor hours by 16,000, and enhancing throughput with fewer FTEs—maximizing productivity while minimizing cost.
Built a customer segmentation strategy with KPIs, and launched a client reference program and advisory board to drive insights and sales growth.
