HEATHER THARP

South Bend

Summary

Results driven, highly engaged, professional with a strong background in client support and delivering exceptional client service. Recognized for strong communication, building positive relationships, coordinating priorities, problem-solving and improving workflows ensuring consistent results. Proven ability to mentor and coach peers, guiding and supporting colleagues in fast-paced environments while driving performance. Eager to transition into the Client Support Manager role where leadership, accountability and team development can drive operational success.

Overview

years of professional experience

Work History

Team Lead, Client Support

Press Ganey Forsta

South Bend, IN

11.2025 - Current

Increased portfolio, adding a high-profile, strategic client account resulting in exceeding client expectations in 1.5 months by ensuring timely completion of projects, collaboration, transparency and adherence to high-quality standards.
Mentored and trained Client Support Specialists, fostering a culture of continuous improvement, guidance on survey methodology, data processes and project delivery.
Served as a role model and coach for Client Support Specialists by demonstrating commitment to excellence, professionalism, coaching and skill development opportunities and adherence to company values at all times.
Participated in department-wide quality initiative with enhanced Survey Design Validation Power BI Report, resulting in increasing quality standards, streamlining processes, reducing turnaround times for project deliverables and improving service delivery.

Senior Application Specialist

Press Ganey Forsta

South Bend, IN

11.2007 - 11.2025

Demonstrated excellence with supporting and servicing strategic, complex Enterprise health care system accounts valued over $6M in annual revenue with a 99% client retention rate.
Developed project plans outlining scope, goals, deliverables, resources, and timelines resulting in over 200 project completions meeting or exceeding 99% of client timelines and expectations within the last year, enhancing customer satisfaction and retention.
Proven project management managing multiple strategic projects simultaneously, demonstrating quality-focus, with strong communication, organizational skills and attention to detail, and the ability to prioritize work and competing tasks effectively.
Collaborated with clients and cross-functional teams to identify and solve complex technical, platform and user-related issues, ensuring a timely and client-focused resolution.
Delivered consistent exceptional customer service and developed trusting rapport with clients to maintain long-term relationships and continued partnerships, resulting in a 100% customer effort satisfaction rating by clients.
Mentored new hires, providing expertise to on patient experience surveys and data collection processes and how to maintain, monitor and adjust client products and services within their portfolio for optimal results.
Served as a Subject Matter Expert for EDI technical training, XML and CAHPS audit processes.
Maintained successful partnerships with several strategic health care systems out for RFP, understanding their unique challenges and offering and solutions that fit their needs.

Education

BACHELOR OF ARTS - KINESIOLOGY

University of Northern Colorado

Greeley, CO

Skills

Team leadership
Coaching & Mentoring
Customer Service
Communication
Detail Oriented
Problem Solving

Conflict Resolution
Process Improvement
Relationship Building
Partnership Development
Cross-functional Collaboration

Timeline

Team Lead, Client Support

Press Ganey Forsta

11.2025 - Current

Senior Application Specialist

Press Ganey Forsta

11.2007 - 11.2025

BACHELOR OF ARTS - KINESIOLOGY

University of Northern Colorado

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<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media