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Work Experience

2022 - Present

As Director of the UAB Access Center, I lead a high-performing team responsible for optimizing patient scheduling, access operations, and call center performance across multiple departments. My focus is on improving service delivery, efficiency, and patient experience through data-driven strategies, technology integration, and staff development. Key achievements include implementing quality and performance dashboards, reducing call abandonment rates, and launching employee engagement initiatives that foster teamwork and accountability.

Director, Ambulatory Access – UAB Medicine

Education

2023

BS Business | Management & Leadership | Capella University

Developed a strong foundation in organizational leadership, strategic management, and business operations. Completed projects focused on team performance, process improvement, and data-driven decision-making to enhance efficiency and collaboration in professional settings.

2026

MA Education | Instructional Technology | The University of Alabama

Focused on integrating technology, instructional design, and digital learning strategies to improve workplace training and education. Coursework emphasizes eLearning development, learning analytics, and innovation in instructional delivery across organizational and academic environments.

Skills & Expertise

Technical Skills

  • Learning Management Systems (LMS): HealthStream, Captivate, Camtasia, and SuccessFactors

  • Data and Analytics Tools: Calabrio, Epic, ClientTell, and Microsoft Excel (Pivot Tables, Dashboards)

  • Digital Design & Instructional Tools: Canva, Genially, Interacty, Power BI (basic visualization), and Prezi

  • Project Management Systems: Microsoft Teams, SharePoint, and Asana

  • IT & Systems Support: Help Desk, intranet administration, and system integration support

Soft Skills

  • Excellent Written and Verbal Communication

  • Coaching, Mentoring, and Team Building

  • Empathy and Active Listening

  • Critical Thinking and Problem Solving

  • Adaptability and Continuous Learning

  • Conflict Resolution and Collaboration

Professional Skills

  • Strategic Planning and Operations Management

  • Process Improvement and Workflow Optimization

  • Leadership Development and Staff Training

  • Quality Assurance and Performance Metrics

  • Patient Access and Scheduling Management

  • Budgeting, Resource Allocation, and Compliance Oversight

Instructional & Training Expertise

  • Curriculum Design and eLearning Development

  • Virtual Facilitation and Microlearning Design

  • Assessment and Evaluation of Instructional Effectiveness

  • Blended Learning and Gamified Training

  • Professional Development Program Creation

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