# Elaina C.

> Human-Centered Design & Structured Problem-Solving

Location: United States, United States
Profile: https://flows.cv/elainac

I help mission-driven teams turn messy challenges into clear, actionable plans. Using a combination of Human-Centered Design and structured problem-solving (A3s), I guide teams to get unstuck, align stakeholders, and move ideas into action.

I work across areas like healthcare, customer success, onboarding, operations, and product, helping teams clarify complex problems, improve workflows, and build solutions that people actually use. My background in product ownership, Lean Six Sigma, and conversational design allows me to balance data, process, and empathy to drive real impact.

Always happy to connect with others who care about building smarter, more human systems, driving impact, and turning ideas into reality.

## Work Experience
### Virtual Project & Operations Support @ Unknown
Jan 2024 – Present | United States
I work with leaders across a speaker business, lobbying firm, tech startup, and nonprofit/pastoral organization to clarify priorities, streamline operations, and turn complex challenges into actionable plans.

Key impacts:
	•	Implemented SOPs and streamlined processes to reduce errors, saving 10–20 hours per week.
	•	Aligned 4 stakeholders on a high-priority project, accelerating decision-making and improving coordination.
	•	Optimized onboarding and customer engagement workflows, reducing proposal-to-contract turnaround from several weeks to 3 days.
	•	Simplified operations, reporting, and recurring processes for small teams, improving clarity and execution.

### Conversation Designer / Product Owner @ Amwell Conversa Health
Jan 2021 – Jan 2024 | Remote
Led the development and implementation of engaging, smart, and empathic chat experiences for patients and their families. Utilized conversational dialogues, image and video assets, patient education materials, and crafted copy for email and SMS notifications to ensure continuous patient connectivity with care teams. Oversaw the product lifecycle, from ideation to deployment, ensuring alignment with user needs and organizational goals.

### Experience Associate @ TDO Software
Jan 2020 – Jan 2020
Worked with users via phone, chat & email to understand and resolve issues with proprietary software・Exceeded call center metrics & service levels・Actively listened to users to capture and document experiences for the development team to improve interaction satisfaction.

### Software Developer @ WebMall
Jan 2020 – Jan 2020
An innovative eCommerce platform that allows brands to live-stream sales events, and engage with real customers all on one dynamic and easy portal.

-Developed landing pages, dashboards and online applications using Reactjs, .NET and web API controllers.
-Integrated FORMIK React Component for form structure and input validation with YUP library.
-Spearheaded production of page content such as visuals and text copy to meet project specifications.
-Created site layout and user interface using HTML and CSS practices delivering a dynamic user experience
-Build Restful APIs for core services responsible for advertisements
-Built front-to-back functionality for advertisements component, created a subscription based model, allowing multiple pay tiers and subscription types
-Configured and managed SQL tables, stored procedures and diagrams needed for back-end infrastructure.
-Weekly sprints in an Agile work environment with daily stand ups, provided code reviews to ensure consistency across the project

### Freelance Writer/ Virtual Admin Asst @ Self-Employed
Jan 2019 – Jan 2020 | Greater San Diego Area

### Registered Dental Hygienist @ Naval Base Point Loma
Jan 2011 – Jan 2019

### Dental Technician @ US Navy
Jan 2003 – Jan 2011


## Education
### Master of Arts - MA in Human-Centered Design
Liberty University

### Bachelor of Arts - BA in Human Development, Family Studies, and Related Services
San Diego Christian College

### Associate of Science - AS in Dental Hygiene/Hygienist
Pensacola State College


## Contact & Social
- LinkedIn: https://linkedin.com/in/cowanelaina

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Source: https://flows.cv/elainac
JSON Resume: https://flows.cv/elainac/resume.json
Last updated: 2026-03-31