Mar 2021 – Present · 5 yrs 3 mos · Remote

• Resolved insight gaps by conducting over 100 high-quality telephone interviews
• monthly, translating complex human behaviour into actionable data for clients.
• Maintained 98%+ accuracy in data entry while working to strict deadlines across
• diverse sectors such as housing, politics, and psychology.
• Boosted team productivity by independently managing projects, consistently hitting
• and surpassing quality and performance KPIs.

Dec 2020 – Jun 2021 · 6 mos

• Contacted over 1,000 individuals to trace virus exposure, reducing infection risks
• by ensuring rapid self-isolation compliance.
• Handled complex calls and escalations, demonstrating empathy and professionalism
• during high-pressure health crises.
• Maintained flawless data accuracy in CTAS records, supporting national health
• strategy through reliable information capture.

Apr 1999 – Dec 2020 · 21 yrs 8 mos

• Coordinated care for 50+ patients weekly, supporting clinical teams across
• departments and improving continuity of care.
• Led crisis interventions and multi-agency reviews, helping reduce hospital
• readmission rates by enhancing community support pathways.
• Streamlined administrative processes, resulting in a 20% reduction in
• documentation errors and improved audit outcomes.
• Championed patient-centred care, navigating individuals through complex systems to
• ensure access to tailored support.