Manage a team of up to 30 Data Entry Agents and Program Specialists in a remote call center setting, coordinating call metrics, application management and client requests.• Generate and manage daily reports to provide program metrics to both internal management and external clients.• Manage daily and monthly reports to an external FDA Safety Reporter.• Maintain all training materials and business guides utilized by both the team and upper management that determine if the team is fully trained on necessary business rules and procedures to meet client expectations.• Run training for all new agents brought onto the team to teach skills such as but not limited to: White Glove Customer Service, Patient Assistance Program (PAP) and Copay Card management and interacting with healthcare professionals, insurance agents, and patients.• Hold meetings with the team to determine knowledge gaps and run training to assist agents in understanding of program expectations and procedures to meet client expectations.• Generate and report Quarterly call, application management, and customer service metrics to internal and external clients.• Manage monthly data quality checks to determine if the program is correctly following Standard Operating Procedures and Business Rules. This results in efficient addressing of any knowledge gaps amongst agents and that they are implementing updates rolled out throughout the month.

Design and create prints and other marketing materials to clients’ specifications. Coordinate with stakeholders on marketing and advertising campaigns. Advise and assist individuals on personal document design. Collaborate with all clients to ensure 100% satisfaction.• Conceptualized, created, and maintained multiple nonprofit identity packages.• Maintain annual event marketing for West Indianapolis Development Corporation (WIDC).Some organizations I have worked with include:West Indianapolis Development CorporationWest Indianapolis Community FundMonroe County Animal Care and ControlPALS Equine TherapyYoungblood's Natural Animal Care and Massage

Acted as a patient advocate by identifying all possible avenues of medication coverage. Ensured that barriers impeding a needed therapy were identified and necessary steps were taken to remove such impediments to patients and healthcare professionals.• Managed and responded to incoming/outgoing calls and determined how best to meet the needs of the customer. Ensured calls were documented per established program guidelines and standard operating procedures.• Assisted with training new Patient Access Advocates by shadowing/reverse shadowing inbound and outbound calls and helping to facilitate training powerpoint presentations.• Managed Data Checker duties including daily data quality checks of other agents and bi-weekly/monthly reports to the management team.

Designed integrated marketing campaigns to support six retail locations. Managed photography and editing of hundreds of new product images each year. Maintained brand identity and integrity. • Produced 4+ retail and wholesale catalogues annually from concept to completion. • Designed cohesive multi-media marketing pieces that result in increased revenue and online exposure. • Maintained a 7,500+ high-resolution print and web ready product image library.• Created branded social media marketing pieces for use on Twitter, Facebook, YouTube, and MailChimp.

Created a sustainable business identity by designing, coordinating and implementing all marketing materials, including posters, press releases, letters to business partners and community billboards.• Created new design and media release packages to ensure cohesive branding across all publications and social media.• Wrote media releases and photographed special events.• Awarded two grants totalling $3,500.• Facilitated focus groups to ensure community needs were being addressed through services provided by Mary Rigg Neighborhood Center resulting in updated classes being offered and updates to business materials to better accommodate a wide range of clientele literacy levels.

Surveyed local neighborhoods and businesses of the Irvington area. Prepared a visual report of data obtained that was presented to the local community foundation to help them determine how to best prepare residents for upcoming streetscape construction.• Increased brand awareness of Public Allies Indianapolis with billboards placed in multiple locations around Indianapolis.• Participated in leadership training, including: Community Organization, Facilitation, Appreciative Inquiry, Servant Leadership, and Collaboration.

Assisted students with producing design projects. Created departmental event advertisements. Kept a supply inventory and maintained machinery and software. Digitized senior class slides.

Developed designs for and maintained correspondence with freelance clients. Designed brochures, business cards, website skin, pamphlets, and company newsletters to support the studio. Taught children’s art classes.

Helped design a new layout for the report portion of the university webpage. It had to function smoothly and be easily navigable.

Reconstructed first year orientation program. Coordinated interviews and implemented surveys. Created and catalogued a research library. Maintained client and sponsor relations.