Workforce Management and Team Engagement

Carbon Health is a human-centered, tech-enabled healthcare company with over 125 primary and urgent care clinics nationwide, virtual providers, mobile health monitoring and full Covid testing and care coast to coast.Hired, train and managed the performance of 15 support specialists, providing coaching on operational excellence and conflict resolution to promote seamless end-to-end customer experiences.Advocated for customers in Product team meetings to identify existing bugs and/or customer pain points, identify UI/UX issues, and coordinate resolutions to improve on upcoming feature releases.Acted as liaison, collaborator, and strategic partner with Senior Product Leadership, UX Designers, Clinical Operations, Engineering, Compliance and C-level executives.Collaborated with product teams to document product expectations and features and craft landing page copy, presentations, loom videos and internal Confluence pages to demonstrate product merits and contribute to higher conversion rates.Implemented KPI dashboards and other performance measurement tools to track, benchmark and optimize support metrics including customer satisfaction (CSat), Full Resolution Time (FRT) and ticket backlog.Participated across each step of the enterprise customer journey from initial onboarding and kickoff calls, to design and delivery of training materials, and ongoing resolution of escalated client issues to help accelerate retention by 40%.Led the Public Health Support team for the largest vaccination site in California (20k+ daily vaccinations).

ThinkSono enables any healthcare professional to detect deep vein thrombosis (DVT) at the point of care in as little as 5 minutes. They use artificial intelligence to guide the user through the current gold-standard diagnosis, a compression ultrasound examination.Conceived an application strategy to prioritize grant application writing and collaborated with the CEO to formulate high-quality proposals; conducted outreach with prospective investors via referrals and cold calls/emails.Performed research in target markets and emerging opportunities in the field of AI to define innovative use cases, and leveraged the work of previous medical and technology grants to build a compelling investment rationale.

Instructed private and group lessons for children ages three and up.Formulated lesson plans tailored to individual needs and facilitated technique development.Developed courses and work sheets for note reading and music theory .Hosted parent-teacher workshops and bi-annual recitals.

Kismet is a boutique clothing company offering women's luxury fashion and accessories, superior customer service, and personal styling to its clients.Built and maintained deep customer relationships, gaining immersive exposure to sales and marketing to develop strategies that enabled up to 60% outperformance versus sales targets and repeat business wins.Planned and executed the logistics of events including trade shows and networking events to strengthen customer engagement, amplify brand awareness, and support more accurate product demand forecasting.Conducted interviews and onboarding of new hires.