Educational Program & Sales Operations Specialist

Oriana Smith 508-***-****

**********@*****.***

EXPERIENCE

Olympus Corporation of the Americas, Westboro, MA — Professional Education Specialist

August 2024 - present

● Process and manage reporting for a diverse range of virtual and in-person medical education training courses across multiple specialties including Gastroenterology, Urology, Respiratory, Infection Prevention, and SSRO using Concur for record-keeping.

● Coordinate and verify payments for various expenses such as flights, lodging, catering, lab/facility fees, educator fees, & reimbursements, ensuring accuracy for final course costs and giving insights for future fiscal budgetary needs.

● Conduct reporting and manual reporting to ensure compliance with CMS governance and standards, such as the Sunshine Act, enhancing transparency and accountability in financial transactions and program execution.

● Assist in the development, opening, and launching of educational courses within the Docebo Learning Management System; facilitating smooth registration processes and course accessibility.

● Collaborate cross-functionally with multiple teams across departments to ensure productivity goals are met and support daily business operations.

● Participate in weekly and monthly meetings as well as one-on-ones and quarterly town hall meetings to provide updates, address issues/business continuity, and contribute to strategic planning and operational improvements.

● Utilize Microsoft Teams, Adobe, Excel, Outlook, Endowise, Sharepoint, & other business applications to streamline workflows, manage documentation, and communicate effectively across departments.

Insulet, Acton, MA & Salt Lake City, UT —

Inside Sales Department, Leads Generation Specialist, Sales Dev. Rep. March 2022 - March 2023

● Responsible for making outbound calls to patients and prospective customers who have expressed interest in the OmniPod System. Generate sales-qualified leads out of potential patients by converting marketing-generated leads.

● Conducted a combination of at least 60 inbound and outbound calls to/from patients generated through physicians’ offices as well as through a variety of marketing and advertising programs.

● Introduced the sales team process to patients and set realistic expectations & timelines.

● Apply knowledge of Insulet’s products to answer customers’ inquiries relating to any Omnipod product as well as share competitive comparisons to move prospects through the sales cycle in reasonable time frames.

● Perform other duties as required. Respond to emails in a timely & professional manner. Weekly/Monthly/Quarterly meetings. Cross-functional teamwork for customer success. SKILLS/QUALIFICATIONS

Proficient in Concur, Docebo,

Endowise, Sharepoint, Microsoft

365/Teams, Adobe, Salesforce

Cloud, Salesforce Lightning,

FACTA, HIPAA, MS Office, Outlook,

WebEx, CSS, AIMS (Finesse, Cisco,

& Up), EnergySavvy, Pro, Cite,

OMS/Emergency Dispatch

Systems/State of Emergencies, SAP

Portal, QNXT, OBCC, Business

Productions Web Tool, BI

Launcher, eVips, NGP VAN,

Votebuilder, and EveryAction.

Exceptional interpersonal,

organizational, self-managing,

communication, team, and

cross-functional management

skills, operational planning; avid

learner and typist, able to

multitask and take on new

responsibilities overseeing

business operations diligently, and

able to work well & detail-oriented

under pressure in a fast-paced

environment.

Relentlessly positive attitude,

friendly, optimistic, and

approachable with the ability to be

a role model and lead. Works well

in cross-functional, team-based

environments and settings that are

goal-oriented.

EDUCATION

Quinsigamond Community

College, Worcester, MA

Candidate for Bachelor’s degree in

Computer Science/Cybersecurity.

Wentworth Institute of

Technology, Boston, MA

Candidate for Bachelor's degree in

Architecture, completed one year.

Abby Kelley, Worcester, MA

High School Diploma, General Studies

WCAC Worcester Community Action Council - LIHEAP/, Worcester, MA — Document Intake Specialist

March 2021 - June 2021

● Conducted LIHEAP applicant interviews and obtained/processed additional required qualifying documentation for LIHEAP Program - (Low-Income Heating Energy & Assistance Program).

● Securely handle sensitive & confidential information relating to LIHEAP applications and accurately record applicant information.

● Educate and assist applicants on the application process for LIHEAP.

● Perform other job duties as delegated.

Wachusett Mountain Ski Resorts, Princeton, MA —

Marketing Department, Events Specialist, Ambassador July 2019 - March 2020

● Assist with marketing projects under the direction of Wachusett Mountain Marketing Director Tom Meyers.

● Help conduct collection of organic feedback from customers visiting to help identify areas of improvement for Wachusett Mountain’s customer service and essentially help reconstruct/redesign the current customer service model based on feedback.

● Carry out projects under roles assigned, and perform opening/closing duties for events. National Grid, Northboro, MA —

Sr. Customer Service Representative for MA Electric, RI Electric, & RI Gas October 2019 - March 2020

● Expected to come early and leave late, mandated overtime requested weekly; required to have an adaptive work schedule.

● Daily responsibilities included receiving, documenting, & resolving a minimum of 80 inbound phone calls regarding general customer service dilemmas or inquiries regarding any of the following: commercial & residential accounts inquiries, commercial & residential accounts management, bill management, collections, meter orders, upgrades, meter reads, & investigations, establishing/ stopping service, resolving service interruptions/outages and emergencies such as gas leaks, processing confidential/sensitive customer information, resolving company errors, educating customers regarding offered rates & programs in customer’s best interest such as solar or discounted rate programs (AMP).

● Provided exceptional customer service as well as met all metrics measured for performance such as average call time, average hold time, and average after-call time.

● Expected to send customer correspondence as necessary such as statements, duplicate bill requests, program application forms, & other business-related content from generic National Grid customer service email via Outlook.. UHealth Solutions, Elder Abuse Hotline, Worcester, MA — Document Intake Specialist, an affiliated group with UMASS Memorial May 2019 - August 2019

● Screen phone calls for complaints of elder abuse from mandated and non-mandated reporters. Expected to process a minimum of 10 reports per day.

● Sworn confidentiality & compliance with HIPPA, not allowed to discuss phone calls we receive to protect individuals sensitive information.

● Expected to pay extreme attention to detail during the intake process. Mandated to ask reasonable probing questions regarding abuse complaints as well as gather all essential demographic information for all individuals involved to the best of ability.

● Finalize and send a formal report of complaint to correct state agency based on jurisdiction.

Fallon Health Community Health Plan Inc., Worcester, MA — Provider Data Specialist, Provider Data Management, Operations April 2018 - February 2019

● Daily responsibilities included conducting, receiving, and documenting a minimum of 30 outbound phone calls to health provider office locations or as necessary for updates to provider data, updated provider records in core record-keeping system, verified entered data, documenting all provider changes, familiar with healthcare terminology and acronyms.

● Proven ability to function autonomously diligently, performed duties expediently in a fast-paced call center and deadline-oriented environment, contributed to team effort by accomplishing related results as needed, demonstrated proficient time management to meet performance metrics

● Participated and contributed as necessary in all team, department, and company meetings as well as training sessions to optimize functionality, support, quality of service, and productivity in unison with the company’s mission, vision, policy, and values. Additionally strictly expected to be in compliance of all company’s security measures for keeping sensitive information safe as well as safely disposed and HIPPA guidelines.

● Served as a subject matter expert, provided peer support in a mentoring and collaborative capacity in the office environment, and strictly observed and adhered to the Fallon Health policy regarding the confidentiality of members or provider information. Expected to escalate system-wide issues, deficiencies, problems and opportunities for improvement, offer recommendations for solutions, assisted with other applicable and support projects as needed.

● Completed weekly internal audits to be in compliance with a new guideline implemented to take effect in 2019 by the Center for Medicare and Medicaid Services under the division of the National Committee for Quality Assurance that requires Health Insurance Providers to verify provider information within their directory every 90 days.

● Provided exceptional customer service as well as work diligently to complete the call in an accurate, timely, and fashionable manner that meets the company's performance goals, guidelines, and standards.

Environmental League of Massachusetts, Boston, MA — Development Intern

October 2017 - Present

● Conducted fieldwork, phone calls, and canvassing through America Votes VAN/EveryAction. Daily work included recording voter contact in VAN and utilizing EveryAction on behalf of candidates endorsed by the Environmental League of Massachusetts (ELM).

● Educated and encouraged voters in local elections during an off-year election cycle. Worked to support a number of candidates who prioritize progressive environmental policy. Candidates included Paul Feeney for State Senate, Andy Vargas for State Representative, Nicole LaChapelle for Mayor of Easthampton, Yvonne Spicer for Mayor of Framingham, Tom McGee for Mayor of Lynn, and Lydia Edwards for Boston City Council District 1.

● Utilized a variety of voter contact strategies to elect their endorsed candidates and effectively promote the message and objectives of ELM.

● Key participant in GOTV activities in support of GOTV plans for a number of candidates in special, preliminary, and primary elections.

Integral Resources Inc., Worcester, MA & Boston, MA — Professional Fundraiser, Trainer

September 2016 - December 2017

● Top-tier fundraiser, raised approximately $100K in funds over the course of one year, top 5% earner.

● Taught a five day training course for Integral Resources new hires. Instructed trainees in performing essential, basic core-functions necessary to become a fundraiser with the company and how to operate company’s software. Taught this course weekly for six months.

● Conducted effective fundraising for progressive organizations including DSCC, DGA, DCCC, PPFA, DWB/MSF, Emily’s List, and other progressive causes.

● Followed company’s “Complete Call” structure to make a bare minimum of three efforts when asking for a donation.

● Met sales and performance goals while upholding the highest regard of integrity and customer service when engaging with donors.

● Served as a Human Resources generalist. Conducted recruitment, staffing logistics, strategic planning, organizational and space planning, organization development, compensation and benefits administration, and processed necessary paperwork for new hires.

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