Professional Development Focus:

After being laid off from K Health, I dedicated a significant period to professional development to enhance and update my technical and managerial skills.

Completed courses in business analysis, CRM's, workflow automations and project management, focusing on modern methodologies and tools to enhance project delivery and business process efficiency.

This included studying Agile and Scrum methodologies to better understand these popular project management frameworks and enrolling in several Clicked experiences which allowed me to implement the Business Analyst Skills I'd been learning.

Business Analysis and Project Management Training:

Creating User Stories as a Business Analyst: Learned to capture detailed functional requirements from business stakeholders, which are essential for clear communication and project success.

Business Process Mapping as a Business Analyst: Gained skills in mapping out business processes to identify inefficiencies and propose improvements, a key aspect of business analysis.

In this video I'm doing a presentation for an assignment at Clicked - Extracting Insights from Interviews with GPT.

Advanced AI Tool Utilization:

Developed strong problem-solving abilities by leveraging advanced AI tools, including ChatGPT. Used these technologies to automate routine tasks, optimize business workflows, and enhance decision-making processes.

Created automated systems and scripts that streamlined data analysis, customer service interactions, and internal communications, significantly reducing manual effort and increasing operational efficiency.

Here is a 3 minute video showcasing an example of how I developed a suite of Business Analyst GPT's to significantly reduce the time required—shaving DAYS off the process of creating meeting notes, user stories, and process maps after interviewing stakeholders.

I created these GPT's a couple of days after OpenAI released the ability to create them. I became the "go-to" person in our clicked slack channels for how to use ai to complete common tasks.

CRM and Workflow Optimization:

Gained practical experience in configuring and optimizing CRM systems, focusing on improving user interaction and data management.

I took courses in both Salesforce and Go High Level to gain a better understanding of how to utilize CRM systems effectively. These courses focused on using CRM tools to improve client engagement, follow-up processes, reporting, dashboards and workflow optimization.

At K Health, I served as a Remote Activation Specialist.

My role involved several key responsibilities:

1. Founding Team Member: I was a founding member of the Member Activation Department, which was integral in designing and implementing a new patient enrollment system.

2. Patient Enrollment: I managed patient enrollments into healthcare services, achieving top performance metrics.

3. Process Improvement: When faced with technological and administrative constraints, such as the use of Google Sheets for lead management, I taught myself Notion and developed a more efficient call system. This improved reporting accuracy and operational efficiency.

4. Innovative Solutions: My initiative in creating a Notion-based system for call tracking and notes was crucial in overcoming the limitations of our existing Salesforce setup, which had a significant backlog (1 year) for updates.

Reason for leaving: Laid off after a change in market strategy resulted in the closure of several departments (cover in more detail in the LOR). I truly loved working at K Health and being a part of so many different projects.

I served as a Enrollment Specialist in a pilot program.

My role included:

1. Employee Retention: Contributing to a pilot program designed to improve employee retention.

2. Motivational Interviewing: Utilized motivational interviewing techniques to engage and assist members effectively.

3. Sales Performance: Consistently exceeded monthly sales goals.

Reason for leaving: Former VP of OnTrak invited me to help him launch a new department at K Health

Served as a Remote Member Engagement Specialist.

My responsibilities included:

1. Top Performer: Consistently exceeded monthly sales goals. Number one performer for the first three months (out of over 100 agents). Consistently in the top 5% throughout my time with Ontrak.

2. Training and Mentorship: As a result of my results, struggling agents were assigned to me for shadowing and mentoring.

3. Outbound Calls: Made over 100 outbound calls daily to health plan members.

4. Motivational Interviewing: Utilized motivational interviewing techniques and empathy to build rapport and trust with members, significantly enhancing member interaction and satisfaction.

5. Call Script Innovation: Agents were struggling due to lack of consistent call scripts across the department. On my off time, I created a website for call scripts that provided clear guidance based on the specific issues members were facing (e.g., sleep problems, smoking cessation, weight loss, stress, anxiety, etc.).

6. Recognition: Received the “Rock Star” award in 2021 for outstanding performance and going above and beyond.

Reason for leaving: We lost our largest client, they represented 90% of our business. This resulted in many group layoffs over a 6 month period, bringing the outreach department from 140 agents down to 5. I was in the last set of cuts.

Served as a Remote Call Center Supervisor.

My role involved:

1. Team Supervision: I was the only remote agent ever put into a supervisory role. Responsible for training and supervising a team of 20-40 agents in an outbound call center.

2. Operational Efficiency: Implemented a new training system that resulted in highly trained teams, allowing me to oversee teams twice the size of those managed by other supervisors.

3. Innovation in Training: Spending time with new agents on the phones to teach them what to do and introducing a system for agents to task me with non-urgent issues, allowing them to focus on calls without interruption.

5. Communication: Establishing a Q&A group for posting updates on current projects and solutions to common issues, and using it to give hourly praise to the top-performing agents, which contributed to building the strongest team in the company.

Reason for leaving: Hired at Ontrak which offered the same base salary but also included commissions.

Worked as an Enrollment Coordinator.

My role included:

1. Sales: I consistently exceeded department goals as a top sales performer by selling summer reading programs via inbound sales calls. My results were referred to as "unprecedented" out of the gate. I advanced to Tier 1 sales immediately.

2. Motivational Interviewing: I utilized motivational interviewing techniques to match a child’s skills to the appropriate program, ensuring a personalized and effective customer interaction.

Reason for leaving: This was a season job. After being laid off from Jenny Craig, I started searching online to see if I could find any work I could do from home. It was not an easy thing to do back in 2014. This was my first remote job. I then round the job at Alliance Advisors. I was working both at the same time. I elected not to continue when the next season came around.

At Jenny Craig, I held the positions of Center Director and Sales and CRM Trainer.

My responsibilities and achievements included:

1. Site Operations: Directed all aspects of the center’s operations, including inventory, budgeting, hiring, training, staff meetings, and annual reviews.

2. Sales and Client Engagement: Innovated client outreach strategies, which significantly increased client engagement and retention. My location achieved double-digit year-over-year growth while other locations experienced declines of up to 30%. Nestle had just purchased Jenny Craig, the company was struggling.

3. Training and Development: Eliminated the dedicated sales role by training consultants to effectively sell programs. This expanded sales coverage from open to close, significantly increasing new client bookings while reducing overhead.

4. System Implementation: Developed and standardized operational systems across multiple locations. My success led to the creation of a new role within the market, allowing me to travel and replicate these strategies throughout the SF Bay Area. Every location I went into showed a substantial increase in revenue.

5. CRM Training: Traveled across the U.S. and Canada to train staff on the new CRM system, ensuring consistent and efficient use of the system across all locations.

6. Personalized Customer Interaction: Revised call scripts for re-engaging previous clients. Instead of scripted sales calls, I encouraged consultants to make personalized calls to check in with clients. This approach led to increased client responsiveness and satisfaction, enabling us to reach out to over 100 inactive clients daily. No other location in the market accomplished that many outreach calls in a week.

Reason for leaving: My position was terminated when they closed over 100 locations. This was a job I couldn't wait to get to each day. It was so rewarding.