At Johnson & Johnson, I use Agile methods to develop and implement a redesigned Salesforce CRM and Genesys phone system for patient and health system accounts. I mapped a new inbound phone IVR that reduced caller wait time by 37% and IVR routing options by 50%, while CSAT rose by 28% in the first quarter after implementation.
At VaxCare, I established operational processes for the Contraceptive Care product line and worked with manufacturers on process integrations. I used Lean Six Sigma DMAIC and DMADV, and co-developed training and reporting dashboards with the Training & Quality Assurance team.
At VaxCare, I also analyzed delivery issues and helped launch a reporting process that reduced financial liability for broken or wasted doses by 58% within six months. After delivery enhancements, CSAT increased by 16% within six months.
At PatientPop (Now Tebra), I co-established an account Retention team and improved onboarding workflows, raising onboarding CSAT by 33% and reducing customer attrition by 41%. Earlier, at Best Buy, I helped implement the retail district Phone Hub and later became a regional trainer.
