User Experience Designer

• Sep 2022 - Present

User Experience Specialist

• Nov 2018 - Nov 2022

UX Professional is focused on a the question: How does the user interact with a product, service, or system to provide a meaningful and efficient experience? User Experience Professional - Keeping the user at the forefront of all facets of the experience; ie., research, design, development, testing, analyzing. UX Professional is focused on a the question: How does the user interact with a product, service, or system to provide a meaningful and efficient experience? User Experience Professional - Keeping the user at the forefront of all facets of the experience; ie., research, design, development, testing, analyzing.

Instructional Designer

• Apr 2014 - Nov 2018

• Lead eLearning Instructional Design workgroup in the areas of analysis, development, deployment, and post training evaluation / analysis • Work directly in the realm of eLearning, utilizing Content Producer, Adobe Captivate, SnagIt, and Camtasia specifically to produce training presentations and How-To eLessons, disseminating to all Call Center agents with the Social Security Administration agency • Technical training (in-person / Skype) to several large call center sites • Provide technical support for call center software and measurements that reflect maximum productivity, quality and customer service • Implement and support business processes that incorporate using Quality Management and recording with other call center operations such as Workforce Management, Performance Management, eLearning, and Speech Analytics • Utilize unified Workforce Optimization functionality to address a broad range of contact center / call center functions • Support business processes/workflows to monitor, record, and evaluate the quality of customer interactions in call centers • Responsible for all activities associated with Workforce Management resource and schedule calculation, monitoring and evaluation Show less

Training | Quality Analyst, Team Lead

• Jan 2004 - Aug 2013

*Assisted in the creation and ongoing monitoring and maintenance of a Total Quality Management Program. *Lead a team of five analysts in training and quality improvement for the Customer Operations Department in Columbia, MD. *Piloted and trained start-up department of 75 customer service agents in Florida and Michigan. Lead the training and development of both projects solely, with little oversight from management. *Redesigned entire call flow scripts to improve efficiency and decrease handle time for call center Agents. Responsible for reviewing all contact center scripts for content and flow and provided feedback to the Operations and Workforce Management team with a view to continuous improvement. *Utilized Verint Impact 360 software program to monitor and report on quality of calls based on scripts provided. Closely reviewed recorded calls and compared to scripts provided to be sure Agents are hitting key points of the call flows in the correct order thus ensuring KPI’s are met. Worked directly with WFM to improve scripting tool and train Agents accordingly when and where the needed arose based on results of reporting of quality scoring; always looking for areas of improvement to achieve the level of success needed for the organization. *Worked directly with Supervisors of the Call Center to discuss areas of improvement for agents. Advocated and helped Agents understand their performance is high priority while making necessary adjustments to see improvements. Worked to create a sense of unity on the floor; helped build a rapport and a respect between the Quality team and the Customer Care team. *Also held positions as: Fulfillment Project Manager, Inventory Specialist, Technical Support Agent and Customer Service Representative. Show less

Technical Support, Tier 1

• Dec 2002 - Jan 2004

*Troubleshooting of personal computers and home networks. *Provided technical assistance to customers via phone. *Educated customers on home networking, troubleshooting connectivity, file and print sharing *Appointment setting for customers requesting installations and further wiring assistance. *Served as social team member to improve communication and quality on the call center floor. *Troubleshooting of personal computers and home networks. *Provided technical assistance to customers via phone. *Educated customers on home networking, troubleshooting connectivity, file and print sharing *Appointment setting for customers requesting installations and further wiring assistance. *Served as social team member to improve communication and quality on the call center floor.

Physician Scheduler, Payroll, Admin Assistant

• Apr 1994 - Jun 2002

*Provided administrative assistance to senior-level management *Generated reports on clinical appointments *Organized and completed continuation education files for physicians *Documented required completed appointments both in-house in the hospitals for on call purposes. *Scheduled Physicians' clinical and hospital hours using reports, staffing and analytical data. *Handled payroll and accounting for the entire medical staff (60+). *Provided administrative assistance to senior-level management *Generated reports on clinical appointments *Organized and completed continuation education files for physicians *Documented required completed appointments both in-house in the hospitals for on call purposes. *Scheduled Physicians' clinical and hospital hours using reports, staffing and analytical data. *Handled payroll and accounting for the entire medical staff (60+).