Responsible for all standard and custom healthcare client projects and deliveries which required acquiring knowledge about the healthcare industry including jargon, trends, technology, and best practices. Wrote copy for client-facing communications ranging from written analysis of data findings, intake and follow-up messaging, and communication of project status and deliverables. Reported and derived actionable insights on customer sentiment data from annual customer experience surveys and supported survey development and testing. Used R, R Studio, Shiny Apps, and Excel to perform descriptive, predictive, and prescriptive statistical analysis on survey data sets. Managed project details, timeline, status, and deliverables as well as client communications within Salesforce. Explained the proprietary CX Index framework and statistical concepts to non-technical teams and clients with accessible language and without the use of jargon. Collaborated with clients and stakeholders on key messaging and presentation focus for executive readouts.

Partnered with Technical Project Managers and Engineering Support teams to develop a standard process for the intake and triage of customer reported platform issues. Created new and revised existing customer-facing copy in alignment with brand voice and style guidelines and enforced standardization of usage among global customer support teams. Served as the main point of contact for all customer escalations and developed guidelines for emergency communications. Utilized in-house CRM and Salesforce for customer support inquiries and advocated for integrations with help desk software to allow for more efficient service interactions. Led the end-to-end project and change management to migrate customer support teams from disparate help desk software to ServiceNow. Built a monthly and quarterly customer data report and a customer satisfaction survey for service interactions which led to an increase in customer feedback response rates, allowing for more accurate insights and actionable improvements. Developed a comprehensive internal knowledge base, streamlining the resolution process and policies for common customer inquiries and technical issues, resulting in a decrease in handling time.

Served as the point of contact for day-to-day operational support, replying to customer emails regarding general questions, order discrepancies, and account issues.Created the company’s first internal knowledge base on how to answer common customer questions and troubleshoot technical issues.Built a custom monthly report of qualitative and quantitative insights for product leadership and technical teams.Refined and improved the design of the customer support workflow.Created and monitored internal tickets for tracking issues that touched the customer support flow, from process improvement to customer-reported issues.Contributed to the development and maintenance of standards, reports, and procedures regarding the overall customer experience.

Acted as the local campus subject matter expert on all GA products, services and tools.Managed the local NYC inbox and trained a team of 12+ on best practices.Advocated for a scheduling system that would improve inbox efficiency while also maintaining high quality in-person service.Provided “on the ground” assistance on AV, software and logistical issues that were beyond the scope of basic troubleshooting and problem solving.Consulted on physical campus experience improvements including layout and navigation, furnishings, signage, and free snacks and coffee options.

Edited students written work before final submission Created lesson plans and a teaching philosophy Met with professor on how to fulfill class objectives Led class discussions for first-year level course

Designed welcome brochure for incoming residents Managed all student requests and sorted mail Completed daily assigned jobs from supervisor Helped with successive office assistant hiring

Recited a script verbatim, with improvisations, within 60 minutes to crowds of up to 40 peopleOperated a point of sale system and managed inventory Kept a clean, well-stocked & organized work spacePrepared menu items safely following DoH requirements

Created and workshopped team building exercisesResearched cyclical issues affecting low income communitiesTaught junior high girls about drug abuse and bullyingCollaborated with a team to bring our projects together for larger groups