Maya Gonczi Email & Phone Number

Tempe, Arizona, United States

Tempe, Arizona, United States

Research Collective is a Human Factors and User Experience research and design consultancy. We primarily work with medical device manufacturers and pharmaceutical companies to help them improve the usability and safety of their products. As a Human Factors Scientist, my focus is on applying user-centered design principlesto medical device evaluations – I.

Scottsdale, Arizona

• I oversaw strategy, vision, and growth to ensure proper operational controls, success criteria and measurement, and people systems to drive organizational scale, operational efficiency, and enhanced client service. I.
• Increased sales by over 40% in 2 years by personalizing and upselling each client's sales experience.
• Developed training and improved communication methods for service and operations staff, leading to more consistent, accurate, and efficient service.
• Owned client relationship and satisfaction, serving as primary POC for all client contact.
• Managed all client event logistics, including scheduling, contract negotiation, and coordinating across multiple vendors.
• Created and implemented service and general operational standards, leading to substantial improvements in service, performance, productivity, and communication.

Scottsdale, Arizona

• I built, mentored, and led motivated teams of 35-50 staff within customer service and operations teams across 2 locations. I also managed finance, operations, HR, sales, marketing, customer care, and drove growth and.
• Achieved record-breaking sales company-wide on a monthly basis by improving service levels.
• Owned all customer service, including overseeing staff service levels, supporting VIP guests, and supporting in-person and telephone client communication.
• Negotiated with vendors to decrease company-wide costs, and maintained quality control.
• Developed and implemented service standards, which improved the customer experience and overall reviews.
• Coached and developed staff to ensure work meets expectations and aligns with service standards.

Phoenix, Arizona

• I oversaw the performance and success of service staff, customer management and retention. I also managed and led day-to-day client services, including workload management, resource planning, and profitability. Key.
• Hired, developed, evaluated, and oversaw the performance of 35-50 service staff.
• Facilitated staff training programs for continuous improvement in service standards and product quality, ultimately achieved industry-wide peak staff retention.
• Developed interactive tests to spark curiosity and interest, and ensure every customer service professional could answer all customer questions.
• Trained all service staff on wine and beer program.
• Designed a web-based scheduling program to improve transparency and communication related to schedule changes and approvals, significantly reducing missed shifts.

Manhattan, New York

I assisted with research involving rhesus macaques (Macaca mulatta) utilizing a touch-sensitive monitor to select pictures and symbols, with rewards given for successful performance. Data were analyzed to gain insight into human cognition and its pre-linguistic development.

Keithville, LA

I had the opportunity to observe multiple groups of captive chimpanzees of varying backgrounds and ages in a sanctuary environment. I was introduced to and assisted with behavioral data collection, environmental enrichment methods, data entry and summarization, and conducting literature reviews and preliminary analysis.

Credits Towards Degree, Medicine

Postbaccalaureate, Pre-Medicine/Pre-Medical Studies

Bachelor Of Arts - Ba, Psychology

Associate Of Arts - Aa, Anthropology