Kate (Hackett) Young

July 2010 – February 2011 (8 months)

- Managed team of 25 call center representatives ensuring proper staffing according to call volume estimations
- Ensured quality of service provided by monitoring calls and evaluating and coaching each team member as needed
- Encouraged each representative's development through reporting metrics, script enhancements and one-on-one coaching sessions
- Responded to patient calls where escalation is required or requested

Privately Held; 201-500 employees; Medical Practice industry

October 2007 – July 2010 (2 years 10 months)

- Managed internal and external marketing initiatives for patient recruitment and retention
- Created and implemented custom marketing plans based on company goals and the specific needs of the various clinics and/or doctors
- Designed and deployed all marketing materials including print, web and audio formats
- Tracked profitability of all leads generated from the various marketing initiatives
- Designed and managed a corporate community outreach program
- Resolved service conflicts with patients through Better Business Bureau and various social media outlets
- Initiated and managed social media campaigns on Facebook, Foursquare, Twitter, and YouTube

Privately Held; 201-500 employees; Medical Practice industry

June 2006 – July 2010 (4 years 2 months)

- Offered continuing education opportunities for clinical teams to fulfill state requirements for dentist and hygienist licenses
- Conducted needs assessment to determine both clinical and business training opportunities
- Redesigned the orientation program for clinical and business teams; served as facilitator for revised program
- Organized noteworthy training events including symposiums for the dentists and company-wide training events for over 500 team members
- Managed corporate training facility
- Managed corporate training records for all employees

Public Company; 10,001+ employees; Medical Devices industry

July 2004 – June 2006 (2 years)

- Designed and developed online training modules for medical device sales representatives
- Developed customized graphics and interactive activities for blended training initiatives
- Administered online modules and maintained employee training records using a web-based learning management system
- Designed, created and maintained numerous web portals hosting training documents and information for training initiatives
- Supported various department programs with media support including photography and videography services

Public Company; 10,001+ employees; COV; Medical Devices industry

March 2003 – July 2004 (1 year 5 months)

- Collected and analyzed program data for various international human resources programs
- Coordinated service recognition program for all domestic locations
- Provided administrative support for various benefit and compensation programs

Nonprofit; 10,001+ employees; Hospital & Health Care industry

May 2000 – March 2003 (2 years 11 months)

- Served as project coordinator for semi-annual professional development trainings organizing nearly 100 sessions and processing over 2,000 registrations per year
- Facilitated new employee orientation for Massachusetts General Hospital and Brigham & Women’s Hospital training between 40 to 80 employees per week
- Contributed to the internal PeopleSoft HRMS team in the needs assessment, development, implementation and technical support of the new software used at six area hospitals
- Collaborated with training consultants in initiatives as needed including consultation, delivery and assessment of services offered