Addressed gaps in knowledge caused by cafe closures during the pandemic by ensuring all partners understand refill policies and standards for serving customers with for-here-ware leading to increase customer presence in cafeImproved customer connection ratings through role modeling, resolving conflict, and brainstorming solutions with partners and leadership; resulted in store exceeding profit projections in Q1 2024 and leading district in salesDeveloped new baristas and supervisors by celebrating strengths and coaching through challenges with empathyModeled positive attitudes and behavior towards change by diverting persistent negative conversations to more positive outcomes or solutions

Developed educational materials for housing services specialists to increase knowledge and employee engagement with an electronic referral system, improving interoperability between community-based organizations and health servicesCompleted formal literature review to research the implementation challenges and successes of cross-sector referral systems and the structural factors that influence employee motivation and engagementAnalyzed referral data and pre/post surveys of employee attitudes towards referral system to determine impact of educational materials; found statistically significant improvements to willingness to engage with and perceptions of usefulness of referral systemPresented key findings and recommendations to Leadership to support sustainability of referral system

Completed 3 process improvement projects where critical issues required process analysis across 4 departments to align the limitations of new software with process workflowsGuided team through restructure of responsibilities in 2015; implemented LEAN Six Sigma and Operational Excellence principles and metrics within new Resource Development department to improve efficiency and accuracyManaged team overseeing daily review of donor health history records, document control, and deviation managementPerformed root cause analysis of donor collections deviations, internal audits of donor health history records, and investigations of donor adverse eventsProvided on-call support as Medical Director liaison for 200 employees at blood centers, laboratories, and customer call centers in Arizona and NevadaTrained staff in deviation management and donor collection processes for newly acquired blood centers across the Western region