* continued from above *Leadership Engagement ▬▬▬▬▬▬▬▬▬▬▬✓ Co-chaired Women’s History Month panel 2022 to celebrate, acknowledge and recognize women within the company. ✓ Selected to be a speaker at Lessonly Yellowship 21 Conference on topic of Psychological Safety to 200 people. People Management▬▬▬▬▬▬▬▬▬✓ Created an onboarding performance program for people managers to coach and mentor new hires in the first 30, 60, and 90 days to achieve optimal outputs from new hire. Included setting performance expectations, coaching and developing, and giving/receiving feedback. Successfully onboarded over 200 associates in the department.✓ Oversaw full lifecycle project management for 4 direct reports implementing learning and development initiatives.✓ Partnered with managers of both sales and fulfillment organizations both in person and multiple office locations to create learning curriculum to support gaps and skills development.

Hired to create and establish a department-wide training organization from inception to full program. Promoted to serve as a key program leader, trainer, and facilitator in the identification, development, and delivery of results-focused learning interventions to support individuals and teams in achieving their operational and cultural objectives. Worked cross-functionally with SME and stakeholders across the entire organization. Reported to the Vice President of Strategy & Operations overseeing training programming for 3 business verticals (Life Insurance, Home/Auto Insurance, and Disability Insurance) in support of 30MM customers. Managed 4 direct reports and a summer intern, as well as served as a mentor to 15 subject matter experts. Learning and Development Consulting ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Created strategy and execution on training initiatives with a track record of improving operational efficiencies. ✓ Designed and developed Policygenius's sales framework based on a needs based selling approach implemented a 10-week development program for two sales teams to align front line agents and management to adhere to best practices and calibrate coaching. All Call Conversion improved from XX% to XX% and First Call Conversion improved from XX% to XX%.✓ Developed a Content Creator Checklist, FAQ list and worksheet template to assist in creating highest quality programming partnership with QA team.✓ Implemented Learning Management System and tutorial systems for 300+ people attaining a 91% learner satisfaction score.✓ Consulted with 3rd party vendor Lessonly and negotiated 50 hours of services time for project execution.✓ Created systems and processes to scale tribal knowledge and established best practices in L&D for SMEs to facilitate training.* continued below *

* continued from above *✓ Instituted Genius Academy program for trainers to learn fundamentals of design, creation, facilitation, and measurement. ✓ Improved licensing passing rate through creating a curriculum and tracking performance. Success rate attempt rose from XX% to XX%. ✓ Oversaw the creation of over 250 trainings (self-service and instructor-led) supporting adult learning theory best practice.✓ Revamped the sales onboarding resulting in a comprehensive 8-week, practice-based program with 4 additional weeks of continued training and support. Onboarded 60 new sales agents with this program. Sales agents starting between March 1, 2021 and March 31, 2022 generated $XX,XXX,XXX in revenue.Organizational Development ▬▬▬▬▬▬▬▬▬▬▬▬▬✓ Championed the creation of an Organizational Development strategy to enhance training offerings, as well as create clear roles and responsibilities. Established transparent KPI metrics for successful onboarding program.✓ In cross-functional partnership with QA team, implemented strategies to change behavior, ensure adherence, and improve metrics.✓ Supported new life insurance/home and auto product launches, working cross-functionally piloting new offerings and learning best practices on how to sell, as well as communicate adherence.✓ Established strong relationships with product team and worked collectively on a training roadmap to rollout changes in the CRM platform.✓ Implemented new Learning Management System, Lessonly and Tutorial building platform, Iorad. ✓ Established programming to educate on values of giving and receiving feedback to support a self-reported quality program to ensure front line teams were comfortable having conversations that were uncomfortable.* continued below *

Facilitated the relationship between doctors’ offices, corporate office and third-party patient access center to improve administrative response times and quality communication efforts for outpatient services. Areas of accountability encompassed patient experience, performance improvement, customer service, quality assurance, regulatory compliance, call auditing and monitoring, and project management. Strong emphasis on delivering training to improve performance based on needs assessments. People Operations▬▬▬▬▬▬▬▬✓ Manage an outreach team, acting as the subject matter expert. Resolve problems and foster efficiency in front-end operations.✓ Selected to take a lead role in building reporting standards for institutional-wide front-end operations, as well as in building a close partnership with our patient access center. ✓ Project managed, implemented and maintain the first-of-its-kind Salesforce Healthcloud CRM platform to streamline the way call center agents interact with inbound callers. This provides a holistic and customized view of the patient’s electronic medical records.✓ Directed and executed the foundation of reporting metrics after the acquisition/merger of Winthrop hospital integrating over XXX providers in conjunction with daily audits of XXX Ambulatory Practices. ✓ Work collaboratively with all levels of stakeholders and cross-functional leadership on select projects and patient access initiatives.✓ Audit outreach services calls, email messages and correspondence to ensure compliance with SOPs and industry regulations in a facility receiving XX-XXMM calls annually. ✓ Identify opportunities to improve the patient experience by assessing patient complaints, conduct researching on incidents and instituting corrective actions to ensure the highest level of patient satisfaction. * continued below *

* continued from above *Training and Development▬▬▬▬▬▬▬▬▬▬▬▬ ✓ Design audit tools and bridge gaps in essential training and scripting. ✓ Conduct front-end operational assessments and perform secret shopper audits to provide feedback and targeted training for areas of opportunity for both practice managers and staff. Emphasis on patient scheduling efficiency, ensuring patient access to services, and patient satisfaction. ✓ Created and facilitated over 50 in person/WebEx online trainings for administrative staff and practice managers on tools to be successful and standard operating procedures to improve practice performance and patient experience. Analyzed data and tracked trends in reporting to initiate improvements to the training course and provide institution-wide recommendations. ✓ Manage, coach, and develop representatives to success while consistently increasing quality and customer satisfaction results.

Managed day-to-day business operations of a medical practice with seven providers and six clinicians. Responsibilities encompassed patient relations, scheduling, insurance verification, reimbursement, records management, compliance, ordering supplies, and monthly reporting. Supervised five 1199 unionized medical secretaries including all aspects of hiring, training and HR management. ✓ Developed and coordinated new programs such as patient outreach/wellness services, clinical and administrative team building, formal training processes, facilities usage guidelines, and purchasing parameters.✓ Supported the philosophy, goals and objectives of the practice, and contributed to quality management processes.✓ Instituted best practices for clinical and support operations and key measurement tools for quality metrics.✓ Served as the primary point of contact and liaison to faculty and corporate leadership, ensuring they met their metrics.✓ Consistently met goals for patient satisfaction, quality measures, and reimbursement collection.

Responsible for designing, developing and implementing wellness programs for MS patients, caregivers, and their families, as well as acquire grant funding to support the program. Planned and scheduled daily wellness and recreational activities, as well as large scale events. Managed Project Assistants and Administrative Fellows, as well as delegated assignments/responsibilities. Supported the Director in special projects as needed. ✓ Planned large scale events to support patient and family wellness programs for over 250 participants.✓ Led initiatives to increase web presence in search engine optimization, integral in acquiring new patients.✓ Created new employee orientation and anniversary recognition program for the practice.✓ Onboarded a new director and acquisition of six employees in diverse roles.✓ Facilitated center-sponsored interdisciplinary training to ensure hospital-wide compliance for sanitation and safety was met.✓ Applied for grants and worked with development officers, successfully securing over $60,000 in submitted grants for staff salaries.