B. Alexander McDowell
Dallas
Summary
An experienced professional with more than seven years of in the healthcare insurance industry focusing quality assurance, communications, and user experience research. Adept in user experience research, agile management, design strategy, stakeholder relations, change management, and building a unified team culture. Skilled in conducting UX research, including user interviews, usability testing, front-end web management and corporate communications. Talent for introducing best practices, nurturing long-lasting relationships, implementing innovative growth ideas, shaping business and technology strategy, improving services, balancing competing priorities and deadlines, and minimizing risk.
Overview
9
9
years of professional experience
Work History
UX RESEARCHER
BlueCross BlueShield of South Carolina
01.2024 - Current
- Conducts user interviews and synthesizes insights to inform UX strategies
- Presents research findings and actionable recommendations to cross-functional teams
- Monitors industry trends to apply best practices
- Advocates for user needs to influence design decisions
- Collaborates with teams to implement user-centered UX visions
- Facilitates and analyzes usability testing feedback to enhance interfaces
- Observed usability testing sessions with users to identify and recommend enhancements for non-secure public websites
- Participated in user interviews to gather insights for redesigning company webpages
- Leveraged UX research to improve secure website features and enhance an award-winning mobile app
- Demonstrated expertise in card sorting, heat maps, A/B testing, and click-through testing to inform design projects
- Lead the design of an internal SharePoint page for onboarding resources and file repositories using UX research findings
- Organized and managed usability testing sessions by recruiting and scheduling participants from the research panel
DIGITAL EXPERIENCE STRATEGIST
BlueCross BlueShield of South Carolina
01.2023 - Current
- Drives design strategy for digital projects and enhancements, supporting User Experience (UX) designers and researchers in design flows and change management
- Utilizes voice-of-customer insight research reports to enhance customer experience and conducts market research to stay updated on emerging trends
- Executes communication strategies, prioritizes channels, and delivers internal communications with change management for digital project releases
- Oversees all web communications, handles Front-End web development for external websites, and troubleshoots any web-related issues
- Leads design and implementation strategies for updating content on mobile apps and website pages
- Developed a communication strategy for change management to ensure knowledge of organizational changes
- Serves as design lead for digital transformation efforts by gathering requirements and defining scope and objectives
- Led the design phase for a new multi-step symptom checker tool to triage members to the appropriate level of care by developing process flows and content, collaborating with UX designers and engineering to integrate the feature
- Collaborates cross-functionally with marketing and product owners to create communications for business awareness
- Established a public-facing editorial calendar to manage internal communications related to project releases
- Emphasizes attention to detail by ensuring Associated Press (AP) style copy is accurate in all communications
- Complied a contact list to identify authors for website requested and updates, reducing email requests
- Crafts compelling sales presentation decks for national account representatives, driving increased product buy-in
SENIOR QUALITY ASSURANCE ANALYST
BlueCross BlueShield of South Carolina
01.2019 - 01.2023
- Conducted 180 monthly call audits to maintain quality standards in the authorization department, ensuring compliance with HIPPA regulations
- Prepared and distributed monthly and quarterly reports, including Key Performance Indicators, to senior management
- Identified call strategy deficiencies and provided recommendations to improve audit scores for a team of 25 customer service advocates
- Presented collaborative ideas to senior management to improve meetings, increase engagement, and optimize trainings
- Enhanced quality assurance area by updating audit scorecards and established new process for auditing clinical data
- Produced monthly and quarterly reports for medical management to highlight call center performance
- Created internal newsletter for department, featuring top performers and call strategy tips
- Proposed and launched performance incentives, resulting in a 20% increase in quality audit scores
- Provided coaching and training on patient portals, leading to a 35% reduction in call volume
- Co-led onboarding training sessions focusing on HIPPA, call strategies, and de-escalation tactics
CUSTOMER SERVICE COORDINATOR
BlueCross BlueShield of South Carolina
01.2017 - 01.2019
- Successfully managed a team of approximately thirty customer support advocates, overseeing their performance and ensuring high-quality service delivery
- Conducted thorough quality audits and implemented effective sales techniques to enhance customer satisfaction and drive conversions
- Provided valuable support to management by assisting in training sessions aimed at equipping the team with the necessary skills to deliver accurate solutions to members
- Conducted analysis of data to derive key performance indicators (KPIs) for tracking and enhancing team performance, and presented findings to supervisors on a weekly and monthly basis
- Provided call strategy trainings to staff, resulting in a sustained 40% conversion rate for outbound engagement calls
- Collaborated cross-functionally with marketing and health specialist to manage over 60 incentive programs
- Reviewed member data, including health claims and lab work, to approve roughly 100 member exception files weekly
- Championed a role in testing efforts for a new call system software to guarantee a seamless transition for advocates
- Established quarterly luncheons and monthly coffee chats to increase team engagement
Assistant Marketing Property Manager
Lullwater at Saluda Pointe
01.2016 - 01.2017
- Responsible for handling rental payments and allocating funds from the budget for resident events
- Oversaw the day-to-day marketing operations with the leasing office, ensuring effective promotion of the property
- Handled inbound calls from prospects referring rentals and conducted follow-up communications to ensure seamless leasing process
- Introduced a new work order system to on-site to streamline requests and orders
- Collaborated with local businesses to raise awareness of the property in the Lexington and Columbia metro area
- Updated third-party apartment rental sites and social media to boost internet traffic and expand audience reach
- Established a partnership with a furnishing company to drive apartment lease conversions
Education
Bachelors of Arts - International Business
ESCEM —École Supérieure de Commerce et de Management
02.2017
Bachelor of Business Administration - Marketing
Francis Marion University
Florence, South Carolina08.2016
Skills
- Corporate Communications
- End-to-End Project Management
- User Experience Research
- Human-Centered Design Thinking
- Stakeholder Management
- Digital Transformation Efforts
- Web Accessibility & Governance
- Strategic Healthcare Initiatives
- Effective Change Management
- Quality Assurance
- Usability Testing
- Research Synthesis
- Adobe Creative Suite
- Team Building/Engagement
- Product Innovation
- Usability testing
- Collaborative design
- Survey design
- Quantitative and qualitative analysis
Websites
Professional Development
- UX Basic Training, Nielsen Norman Group, 02/01/25
- Usability Testing, Nielsen Norman Group, 02/01/25
Timeline
UX RESEARCHER
BlueCross BlueShield of South Carolina
01.2024 - Current
DIGITAL EXPERIENCE STRATEGIST
BlueCross BlueShield of South Carolina
01.2023 - Current
SENIOR QUALITY ASSURANCE ANALYST
BlueCross BlueShield of South Carolina
01.2019 - 01.2023
CUSTOMER SERVICE COORDINATOR
BlueCross BlueShield of South Carolina
01.2017 - 01.2019
Assistant Marketing Property Manager
Lullwater at Saluda Pointe
01.2016 - 01.2017
Bachelor of Business Administration - Marketing
Francis Marion University
Bachelors of Arts - International Business
ESCEM —École Supérieure de Commerce et de Management
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