• Builds and preserves trust relationships with our internal clients to create a world-class experience for clinicians within the organization so that they can focus on caring for patients within the communities we serve by developing a deep understanding of client needs and cultivating plans to successfully address them. • Acts as the direct point of contact for PSO service provided to clinicians and operations, promptly addressing high impact issues affecting whole-site or multiple-provider issues. • Proactively monitors ticket traffic and analyzes case data to identify emerging trends and potential service delivery gaps affecting clinicians. • Develops and implements remediation plans for identified gaps in service delivery. • Proactively communicates with operations partners to maintain relationships and assure that any potential barriers to service success surface quickly for resolution. • Oversees clinician-facing issues in collaboration with People Center teams to ensure timely resolution. • Oversees mass changes and impacts related to clinicians to ensure smooth implementation and minimize disruptions. • Partners with Quality Coaches to provide trend data for upskilling Tier 1, Tier 2, and Specialist Customer Service teams to enhance their ability to interact and problem solve for clinicians effectively. • Fosters a culture of continuous improvement by actively seeking feedback from clinicians and implementing necessary changes to enhance service delivery. • Collaborates with cross-functional teams to streamline processes and optimize workflows for better clinician support. • Improves the overall service and support through ongoing engagement, analysis, planned improvement, and implementation.

• Work with internal and external resources to assure that the company is meetings its goals relative to projects including trade show production, advertising campaigns, digital tactics, general marketing activity, and clinical recruiting, as well as internal/external communications, and business development.• Oversee Workfront software development lifecycle including user requirements, development and testing timelines as Workfront Administrator. • Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders executing 309 projects in 2022 and 291 projects in 2023.• Provide guidance to team members and map out tasks required to implement projects and communicate with cross-functional stakeholders to manage project expectations.• Develop and lead training of project management system as part of onboarding new hires facilitating 30 Workfront 1:1 trainings. • Evaluate and manage the resources and participants needed to achieve project goals.• Manage project workflows for digital and print collateral including ads, branding, graphics, landing pages, websites, social media, videos including podcasts, media kits, press releases, flyers, swag, direct mail, infographics, event displays, presentations, and reports, as well as email and affiliate campaigns from creative conception to implementation. • Develop best practices and tools for project execution and management.

• Served as a Board Member to a 501(c)(3) serving veterans and their supporters in corporate veteran employee resource groups (ERGs). • Managed marketing support including ad creation, social media posts to LinkedIn, emails, and presentations for events.• Drafted process documents for coordinating marketing efforts including event promotion.• Researched systems and tools providing nonprofit support as well as hundreds of training opportunities. • Participated in board meetings and provided updates, status reports, metrics, analytics and documents.• Developed annual social media content calendar including monthly themes. • Designed graphics using Canva and both crafted and curated content for LinkedIn posts. • Created 37 files for nonprofit guidance, reference, and support primarily focused on marketing operations.• Reviewed and provided feedback on nonprofit plans including advertising investments, business plan, bylaws, marketing, mission and vision, sponsorships, and training playbook.• Improved SharePoint library folder structure and migrated files to a single library.

• Provide career coaching services pro bono to professionals in transition or exploring new career options. • Advise on branding, communications, interviewing, networking, resume writing, and strategic career planning.• Create training/present on communications, job hunting, LinkedIn, professional presence, skills, and strategy.• Develop posts to promo group on LinkedIn including designing creative using Canva. • Write content and develop design for emails and send weekly to over 500 subscribers using Mailchimp.

• Advised NBIC member companies in strategic areas of business operations, fundraising, and marketing that foster their development and encourage growth.• Managed the client business development training programs including yearly program plans.• Evaluated and assessed the business potential of NBIC applicant companies and provided recommendations for membership.• Counseled clients on business aspects of their venture, monitored progress and results of the companies, and supported client activities as a Certified GrowthWheel Business Advisor. • Participated in the development and administration of an annual operating and capital budget.• Built templates and projects using Basecamp to run programs, events, and marketing campaigns. • Identified and developed resources to cultivate and assist member companies and applicants.• Established and maintained relationships with economic development organizations, community leaders, and other business advisors, mentors, partners, and organizations.• Coordinated efforts to oversee full asset creation including copy, edits, design, publication, and tracking for internal marketing and IT as well as external contracts. • Reviewed all organization marketing collateral for digital ads, emails, newsletters, social media, print, and web. • Directed outreach activities including speaking engagements, conferences, and events.• Tracked metrics and provided reporting for grants.

• Researched and curated content to assist small businesses impacted by COVID-19 and tornado damage.• Sourced over 500 resources providing financial and business support to companies experiencing economic injury along with providing guidance, procedures, and strategies for reopening.• Prioritized data by Federal, State, Metro and Privatized primary categories; created sub groups to organize info.• Compiled a variety of business articles, community programs, educational videos, government docs. and webinar trainings.• Coordinated with web development for creation of landing pages for public assess to resources. • Liaised with city councilmen and task force representatives for resource planning and communication. • Provided services pro bono for community support of the Metro Nashville Small Business Task Force in conjunction with the Mayor's office and Metro Council while job searching.

• Developed/implemented/managed digital marketing processes to streamline and improve TSC initiatives.• Collaborated with cross-functional teams, leadership and vendors to improve production/process/delivery.• Managed Digital Marketing creative traffic process; identify/collect/review/approve assets across channels.• Drove alignment to complete 365 digital projects in 2019; avg. timeline: 4 weeks; 18% increase in productivity. • Trained team on Workfront to create and manage projects for web, email, social media, paid search, and video.• Communicated marketing plans/timelines/expectations with clients; researched industry trends/resources.• Coordinated efforts to support needs for CRM, Digital, HR, Marketing, Merchandising, and Omni-channel teams.• Implemented SEO and Search Metrics tracking data to landing pages process to increase traffic by 60-80%.• Created PowerPoints/presented process improvement/team member engagement at multi-organization levels. • Participated in Womens and Veterans ERGs; communicated monthly community events for veterans.

• Assisted 327 healthcare providers across the U.S. with due diligence for SBA small business classifications in conjunction with government oversight of federal contracting opportunities as the lead on the project. • Managed internal/external communications and multiple database records.• Designed training job aide communications for other external contractors on the project.• Created 22 page process documents for internal future project use.

• Planned, developed, coordinated, and administered development programs for Executive-level coaching and 360 assessments for Sr. level managers in a cross functional environment.• Managed vendor relationships on administration of assessments and improved program deliverables in BPO. • Established business processes and schedules for 360 program/defined program governance/traffic process.• Worked with regional and global partners to develop assessments and train on assessment administration.• Analyzed assessment results and surveys for trends/PDCA activities; prepared statistical reports for business. • Aggregated data on leader proficiency and growth opportunities to determine target development needs.• Consulted on change/performance management and employee engagement to support the organization. • Developed coaching program guides and employee resources for increased engagement. • Evaluated and recommended training improvements for new-hire onboarding; launched new LMS tools.• Trained coaches on implementing 360 assessment coaching sessions and follow up.• Contributed to corporate digital HR newsletter by writing articles with copy/creative elements.

• Provided coaching services pro bono through the PLACE program which uses training workshops, assessments, questionnaires, and coaching follow up to help individuals find places that are a good fit in their churches and local communities to give back their time in volunteer service to others strategically based on aligning their unique personality, abilities, gifts, passions, and experiences. • Completed over 40 hours of training as preparation for providing coaching consultant services.

• Determined ways to decrease costs, increase revenues, and enhance quality and client satisfaction by conducting a 5-year research and development track to establish an innovative healthcare start-up company by analyzing national market competition and coordinated efforts for wide-ranging public support of a new start-up social enterprise and created a network of key stakeholders of business and community leaders. • Completed Federal Trade Commission compliance for franchising to secure approval by the Small Business Administration’s (SBA) Franchise Registry to source $1 million dollars to start a new healthcare company.• Mobilized a $500,000 construction renovation project with over 100 contractors and subcontractors and built relationships across the community to grow the business; managed vendor relations and invoices.• Drafted over 500 pages of business legal documents for attorney’s review including: articles of organization; client service agreements; commercial lease agreement; construction specifications; employee handbook; employment, 1099 and other contracts; franchise agreement; franchise disclosure document; letters of intent; operating agreement; policies and procedures; proposals; and vendor contracts.• Managed operations setup including having implemented new technologies to reduce operating expenses/add sources of revenue; coordinated logistics; developed/maintained budget; facilitated meetings; composed marketing plans to reach various target markets; recruited, interviewed, and trained employee candidates and volunteers; and coordinated special events and community participation to promote new initiatives.

• Added $12.1 million in revenue by helping to establish a new division and improving training development. • Grew to top revenue generating site within 3 months after starting as member of a 40 person sales team.• Promoted to training after becoming #1 sales rep in U.S. for specialized division leading with 362% attainment.• Led sales and training for #1 sales group in a Fortune 50 corporation for 12 consecutive months. • Trained over 100 U.S. employees in sales, customer service, soft skills, technology, and products. • Set up an international sales division in the Philippines to train the trainer and conduct performance reviews.• Facilitated training for 70 international employees focusing on culture, service, and sales.• Consulted with numerous industry leaders to determine training needs assessment to set standards for success.• Analyzed data and drafted reports promoting the restructure of programs for improved training. • Designed and improved training materials for both new hire and tenured employees for global use.• Created training for marketing a technology product launch for the Discovery Channel and led top sales. • Served as a regional, national, and international Subject Matter Expert for a specialized sales division providing a savings program for employees of large employers to purchase personal computer systems.

Performed all aspects of daily operations management coordinating teaching, planning, learning objectives, assessment, along with classroom and resource management for middle school/high school students with up to 6 different grade levels annually including:Donelson Christian Academy, Pioneer Christian Academy, Lighthouse Christian Academy• Supervised over 100 students daily and developed curriculum for individual and group instructional learning.• Taught English Language Arts, Literature, Grammar, Critical Thinking, Creative Writing, and Journalism.• Trained on extensive communication skills to measure and improve writing and grammar performance.• Served on accreditation curriculum development board for Southern Association of Colleges and Schools.• Developed and coordinated special events and activities to motivate students to celebrate learning.• Coordinated cross-curriculum education and program development for middle school students.• Initiated research program with internships for career development; supervised college internship.• Implemented a work-based learning career research program for graduating seniors.• Managed high volume data tracking systems, inventory, performance standards, records, and technology.• Conducted R&D for new literature curriculum for purchase proposal accepted and implemented in grades 7 -12. • Published the first Literary Magazine in the school’s history; served as Advisor to school newspaper. • Instituted educational travel overseas and organized local education community engagement.Auburn High School, Dadeville High School, Loachapoka High School, and Opelika Middle School • Teaching internships completed at each of these southeast Alabama schools in conjunction with a Graduate Degree in Education.

Invitation-only employment recommendation by Dr. Terry Ley, Professor of English Education and head of Graduate School Language Studies to work one on one tutoring college and graduate students in writing skills including technical writing at AU's English Center.

• Conducted comprehensive assessments in the medical field charting the social, mental health, and emotional well being of 132 nursing home residents.• Developed, implemented, and managed activity programs for individuals and groups in long-term care.• Built relationships with community organizations to establish programming and volunteers for residents.• Planned and coordinated special events and seasonal celebrations.• Interacted with residents' friends and family to improve quality of care.