• Managed a team of 4 UX designers and researchers, providing mentorship, guidance, and constructive feedback, resulting in increased productivity and improved team morale.• Conducted extensive user research, including user interviews, surveys, and usability testing, to identify pain points.• Presented design concepts and research findings to stakeholders, effectively communicating design decisions and demonstrating the value of user-centered design.• Stayed up-to-date with the latest UX design trends and best practices, regularly sharing insights and knowledge with the team.• Developed and implemented a user-centered design strategy.

• Regularly updated report templates to ensure accuracy and efficiency in data gathering.• Efficiently managed the onboarding process for new hires, ensuring a smooth transition into the company.• Resolved patient issues by researching and providing accurate information in a timely manner.• Eliminated late payments from the top 5% of patients by communicating payment expectations and establishing a monthly review of outstanding invoices.• Reduced number of unprocessed claims by 20% through process improvements and increased communication with team members.

• Successfully implemented a new workflow for the roll out of covid vaccinations that resulted in a decrease in wait times.• Collaborated with a team to ensure that patients received updated CDC information on guidelines for covid vaccines and scheduled return appointments.• Monitored expiration dates of vaccines and proactively informed the supervisor to ensure that supply levels were maintained.

• Trained new customer experience representatives on how to handle difficult customer interactions, resulting in a decrease of average call times.• Provided resolutions to customers in an effective manner 98% of the time, leading to a decrease in callbacks by 3%.• Successfully resolved POS issues for management and associates, resulting in an increase in customersatisfaction.• Managed store safe funds and processed all credit and cash deposits resulting in no discrepancies or shortages.• Regularly communicated with the team to ensure that pickup orders were processed quickly to provide efficient service.