Open to opportunities

Michala Kay

@michalakay

Message

Operations leader delivering compliant onboarding and process-driven results in remote environments.

New Zealand

Message

What I'm looking for

I’m looking for remote, US business-hours overlap roles where I can lead operations, improve processes, and drive compliant outcomes. I thrive coordinating across teams, standardizing service protocols, and using data to support stakeholder decisions.

I’m an operations professional with 8+ years of experience at Amazon building systems, leading teams, and delivering results in complex, fast-moving environments. In fully remote roles, I’m most effective when I can coordinate across functions, design better processes, and communicate clearly with stakeholders.

At Amazon Care, I onboarded 60+ clinicians with a 99% success rate, partnering across IT, Learning & Development, and Practice Management. I also created 6 HIPAA-compliant SOPs adopted by the Compliance Team to guide patient access to Protected Health Information, and I maintained privacy-aligned workflows across high-risk care coordination.

I’ve led a team of 8 in customer relations operations, standardizing service protocols and authoring customer communications like email templates and phone scripting. I’ve also served as sole remote operations support for a ~1,500 paid subscriber publication, managing renewals and subscriber communications independently—while producing regular data and analytics reports to senior leadership.

Experience

Work history, roles, and key accomplishments

Current

Media Search Analyst

Current

Telus Digital

May 2026 - Present (1 month)

Evaluate search results across music, video, podcast, book, and app categories for accuracy, relevance, and alignment with user intent. Conduct independent research to deliver quality assessments at scale.

Evaluation Relevance User Intent Independent Research Quality Assessment

Patient Administration Coordinator

Health NZ

Dec 2025 - May 2026 (5 months)

Managed scheduling and coordination for high-risk maternity and gestational diabetes patients across a 30–40 clinician team. Maintained compliant patient records and referrals using TrakCare EMR to ensure continuity of care.

Patient Scheduling Care Coordination Privacy & Compliance

Operations Consultant

Cattle Buyers Weekly

Jan 2022 - Jan 2025 (3 years)

Provided sole remote operations support for a niche industry publication, managing subscriber accounts and communications. Handled inbound email and phone enquiries, resolved issues, and maintained accurate subscriber records.

Renewals Customer Communications Issue Resolution Email Support Phone Support Record keeping

Licensing Coordinator

Amazon Care

Jan 2021 - Jan 2022 (1 year)

Managed end-to-end clinician licensing to support onboarding, interfacing with IT, Learning & Development, and Practice Management. Produced regular data and analytics reports on licensure completion for senior leadership.

Clinical License Cross functional Coordination Analytics Reporting Onboarding & Support

Operations Team Lead

Amazon Care

Jan 2020 - Jan 2021 (1 year)

Led a team of 8 in customer relations operations, driving performance improvement and standardizing service protocols. Authored customer service communications and served as a primary liaison between the front-line team and leadership.

Team Leadership Customer Operations Performance Improvement Community Liaison

Operations Specialist & C2C

Amazon

Jan 2017 - Jan 2020 (3 years)

Coordinated a Behavioral Health pilot program administration from planning through implementation. Redesigned the new hire onboarding training manual and developed training processes and call scripting for the C2C team.

Behavioral Health Pilot Administration Program Coordination Onboarding Implementation