Carol Hampton Email & Phone Number

Greater New York City Area

Design, analyze, and report on quantitative and qualitative research targeting communication and process improvement opportunities for various client organizations, including the world’s largest technical professional association, an independent medical education provider, a leading consumer insights firm for financial services, and a healthcare marketing company.• Design, analyze, and report on comprehensive primary and secondary custom research programs in the healthcare arena, including evaluation metrics to assess educational program effectiveness and survey research to measure provider satisfaction — Established and led an in-house research institute to track and assess the impact of more than 50 medical provider education programs through custom-designed outcomes measures• Direct quantitative research projects investigating healthcare promotion issues for both provider and patient as well as analyzing member service and satisfaction levels to identify process improvements, anticipate needs, and increase loyalty for engineering organizations — Led research component of interdisciplinary team to create proprietary healthcare educational system• Analyze research projects including medical education assessments, evaluations of employee satisfaction in the pharmaceutical industry, membership satisfaction surveys with engineering organizations, and customer experience assessments in the banking industry — Identified key member pain points for professional association and recommended changes which reduced complaints by 50% after implemention• Review and revise research plans (methodology, analysis, and survey design) as well as recommend report presentation/promotion formats in the areas of psychometric assessment, pharmaceutical treatment options, employee experience, and professional organizations — Created graphics to illustrate behavioral change over time utilized in a successful court case

Drove strategic corrective action regarding the customer experience through internal product and process re-engineering in the small business and Internet markets.• Directed comprehensive primary and secondary operations research and reporting (scorecards, presentation decks) measuring all aspects of the customer experience• Conducted root-cause analyses correlating transactional, productivity, and customer satisfaction data to identify customer issues• Conceptualized process improvements and restructured business process flows to address customer needs and enhance operations efficiency—Stock Option Award• Evaluated systematic data collection procedures and increased database integrity and reporting systems value—Stock Option Award• Defined customer lexicon database to improve customer service communication effectiveness—Success Award, “Rewards and Recognition” Conference Honors

Directed quantitative research analyzing customer experience and customer satisfaction levels to identify process improvements, anticipate customer needs, and increase customer loyalty and retention across the enterprise. • Developed customer service metrics utilizing mail, telephone, email, and web survey methodologies for multiple departments—“Above and Beyond” Citation, “Hats Off” Recognition Awards (2), “On-the-Spot” Awards (2)• Redesigned performance assessment procedures for customer service employees, establishing benchmarks and standardizing ratings—Stock Option Award, “Above and Beyond” Citation • Designed operations research plans and workforce management models for international offices in the United Kingdom and Canada to increase productivity levels—Success Award, “Rewards and Recognition” Conference Honors

New York City Metropolitan Area

Directed quantitative and qualitative research to target marketing and communication opportunities for multiple client organizations, including image assessments and public opinion surveys.

New Jersey, United States

Completed labor market survey research assessing practical application of college curriculum. Conducted secondary background research, analyzed survey data, and prepared reports presenting results and recommendations.

New York City Metropolitan Area

Directed survey research and focus group studies to target marketing and communication opportunities for multiple client organizations. Prepared research proposals, managed client relations, constructed survey questionnaires and focus group moderator guides, analyzed research data, and prepared written reports. Projects included advertising campaign evaluations and internal employee surveys.

Ph.D., Social Psychology

M.S., Social Psychology

B.A., Magna Cum Laude, Psychology, English