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Work Background
ZeloCustomer Experience & Analysis
Mar. 2023• Directs, mentors, and leads a team of 20 customer service professionals, establishing KPIs in alignment with company vision and goals. • Partners with cross-functional teams, collecting data to identify areas of improvement, increasing proficiency and measurable satisfaction to a 4.9/5.
• Creates reports based on POS, sharing with senior management and stakeholders, achieving P &L far below industry standards - 11% out of a standard low of 18%.
• Processes inbound information requests from clients, reducing mistakes to half of pre covid numbers.
• Builds and nurtures relationships with clients and internal teams, improving continuity and transparency of information. • Executes data analytics, examining and summarizing data to uncover insights resulting in a keen understanding of daily and weekly victories as well as areas to improve.
• Analyzes data and identify trends, patterns, and insights, resulting in greater accuracy in ordering product.
Hennepin CountySenior Community Health Worker
Apr. 2021 - Apr. 2023• Assisted 130,000+ families in accessing public health resources, overcoming barriers to healthcare. • Supported the development, implementation, and enforcement of policies that promote community health resulting in decreased barriers to health care/greater equity in health care.
• Reviewed and interpreted key drivers of health care trends, clinical program performance, and potential opportunities for program improvement, ensuring timely attention to determinants of health.
• Provided education and outreach to community members, in both Spanish and English, decreasing “no-show” rates for young families at dental and medical clinics.
• Created strategies for institutions, communities, associations, and people to make healthcare and human services systems more effective and by educating and assisting in utilizing all the tools available: including provider offered “free rides”, cash assistance, gift card incentives, and translator services.
• Communicated complex information to a variety of audiences, ensuring all barriers to health care were addressed.
• Executed daily outreach utilizing CWH models, improving well child check attendance.
COPROT Tortugas de OsaResearch Assistant
Feb. 2021 - Apr. 2021Carate, Costa Rica
Trek Medics InternationalTechnical Support Team Lead
Jul. 2019 - Jul. 2020• Educated, collaborated, and communicated with diverse groups while training how to efficiently use Beacon for emergency response increasing “incident” response exponentially annually, reducing “incident response time” by 50% over the annum, and increasing use of Beacon globally.
• Developed and implemented communication strategies to ensure positive and productive relationships with internal and external stakeholders.
• Provided online training of diverse groups from multiple countries and organizations including ICRC-Somalia, Cajun Navy, local groups in Tanzania & Uganda & harm reduction in Hartford, CT., Las Vegas and Los Angeles, CA.
• Evaluated data, making recommendations for change to possible applications including outreach for neighborhood groups, grassroots domestic abuse groups, and mental health response.
• Consulted with internal and external stakeholders to determine the best approach for collecting, validating, and analyzing data.
• Created entire training manual using Wordpress, Powerpoint, PivotalTracker, Jira and other storyboard and visualization tools resulting in an automated on boarding process usable in more than 4 languages and myriad educational levels.
• Executed daily testing of functionality and QA as features were updated ensuring reliable response programming in both iOS and android, sms, and data.
Latin American Sea TurtlesResearch Assistant
Jul. 2018 - Jan. 2019Playa Blanca, Costa Rica
Stonebridge Construction & CommunitiesCustomer Service Manager
May. 2004 - May. 2010Apple Valley, Minnesota, United States
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