Head of the Customer Experience Department for a healthcare technology start-up providing Americans access to lower prices for their prescription medications.• Head of Blink Health’s Customer Experience Department, that provides patients, pharmacies and physicians with 365 days of support across numerous communication and purchasing mediums.• Developed the strategy and OKRs for the department in alignment with the overall business strategy and initiatives. Responsible for all day-to-day execution and ongoing reporting to the Executive team on the department’s success. Developed, managed and maintained the Customer Experience Department budget, staffing model and department operating metrics. • Utilized deep industry and business knowledge, company operations and processes, and customer journey experience to develop, implement and scale the organizations' business development initiatives. Led the rollout of new company partnerships, services, and distribution channels affecting customers, which included multiple pharmaceutical and pharmacy partnerships, home delivery distribution channel, telemedicine partnership and clinical channel sales. • Leveraged business knowledge and customer analytics expertise to support overall company product development including new customer-facing products as well as internal operating tools and systems. Worked closely with heads of Product, Engineering, Design and Marketing to support company launches such as a subscription service, telesales service, various pricing product changes, home delivery and telemedicine offerings. • Responsible for developing requirements, streamlining workflows and approving designs and functionality for an in-house customer relationship management system (CRM) and telesales tool. • Developed and executed the strategy and implementation of the Customer Experience Department restructuring in early 2019 which resulted in a multi-city department of over 100 team members.

• Key contributor in the launch of St. Louis based Blink Health Pharmacy and managed the day-to-day operations of the pharmacy. This included developing the protocols and procedures for the pharmacy’s day-to-day operations, implementing workflows and workstations for the staff, developing the onboarding and training structure and creating and disseminating reports to the Executive team.• Leveraged operations experience and business knowledge to assist with the initial business development and product development initiatives of the pharmacy. Developed the product requirements, process flows, user groups and training for an in-house operating system and provided approval on design, workflows and user acceptance testing.

Launched, developed and operationalized an in-house Customer Experience Department• Led the initial strategy, launch and growth of Blink Health’s in-house Customer Experience Department, which provided phone, email and live chat support 365 days a year. • Built and managed the operations for the Customer Experience Department, which included hiring, workforce management and performance management, systems, tools and platform development, policies, procedures and protocol development, training and enablement processes and department reporting and SLAs. • Selected, migrated and constructed a customized Zendesk support platform to streamline and scale customer support operations.• Launched Blink Health’s Help Center and Knowledge Management System to improve self-service and streamline the team’s workflows and improve quality. • Provided customer insights cross-functionally to aid in product development, conversion and retention initiatives. • Worked closely with Blink’s Legal, Security and HR teams to ensure the Customer Experience Department’s tools, platforms, protocols, processes and scripting were adherent to all applicable regulations and policies.

Consultant specializing in technology implementation and corporate organizational transformations across a variety of industries: • Daily responsibilities with both internal and external stakeholders to achieve client Key Performance Indicators while optimizing overall strategies and workflows. • Experience in business development, custom technology and system integration training, technical design and product specs, quality assurance testing, communication and corporate culture evaluations, innovation strategy development, CRM communications and ongoing client management and change management.Health Care Technology Implementation • Training Lead for several states' Health Exchange case management systems. Designed, developed and delivered instructor led and web-based training to state employees where the online health benefit exchange was being implemented. • Participated in technical design sessions to create product specs and ensure business needs and processes were taken into consideration for new functionalities. • Performed Quality Assurance testing in multiple environments prior to go-live releases. Additionally, provided oversight to the Issue Resolution Department and Call Center.Financial Services Innovation • Designed, coordinated and executed innovation immersion programs for business leaders at a Fortune 200 company. Enlisted leadership support and extracted key insights for the organization’s innovation strategy. • Developed a list of key metrics for the organization to measure its innovation portfolio. • Developed a gap analysis and produced recommendations for the organization’s alliances and talent structure. Financial Services Technology Implementation • Communication Lead for a Salesforce CRM system implementation at a Fortune 100 company. Developed communications on behalf of the leadership team to disseminate strategy and new functionalities in the CRM system to field members.

Ten week internship in the bank’s Risk Management Department • Daily monitoring of limits by producing and distributing a report of current and pending deals.• Researched credit ratings and current events on SG’s counterparties. Provided comments on the outlook of these counterparties for the company’s internal warning system