Team Lead at Amwell Psychiatric Care (American Well)

Managed a remote team of 10 agents; conducted monthly one-on-one meetings; handled time-off requests using shift planner; maintained coverage while minimizing overtime costs; promoted a positive work atmosphere; developed and implemented new workflows; provided feedback to upper management to set KPIs; collected data points to benchmark tasks against KPIs; delivered in-depth platform usage and performance analytics to inform department budgeting.

Network Operations Specialist at American Well

Managed patient and provider complaints via Salesforce; followed initial workflow to troubleshoot system issues; improved KPI metrics (calls answered, ticket resolution time, patient chat); referred to Confluence for announcements/telemedicine policy changes; assisted in training new hires; escalated issues when needed; fielded calls/chats from providers and patients; engaged with 300+ patients per shift in queue.

Freelance Visual Artist at Self-Employed – Freelance Visual Artist

Provided commissioned work for portraiture, chalk menu art, illustration, and handmade headgear.

Server at Parisian Café

Accurately took customer orders with impeccable customer service.

Cafe Manager at Greenlight Café

Logged and coded inventory for retail/paper/beverage goods; trained all new hires in front-of-house operations; handled all incoming daytime calls; managed large catering orders.

Personal Assistant at Andrew O'Neill, LLC

Dugested deposits; organized case files; answered phone calls and took messages.

Executive Assistant at New Haven Executive Center

Directed phone calls; took messages; kept inventory on office supplies; kept stocked.