Makayla Amos
Business System Analyst @Hinge Health
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WORK HISTORY
Business System Analyst @Hinge Health
Assisted in developing a system to track and reduce bug resolution times by 40%, leveraging analytical skills and innovation to enhance tool efficiency and user satisfaction. • Led a cross-functional team initiative, improving internal tool usability by 30% through agile methodology, directly boosting healthcare professionals\' productivity. • Partnered with engineering and healthcare teams, translating detailed technical notes into actionable insights, and influenced enhancements based on customer feedback analysis. • Analyzed large data sets using data from Tableau for case-by-case investigations, enhancing bug resolution and internal tool functionality, aligning with KPIs and VoC program management. • Influenced stakeholder engagement through effective communication and reporting across Slack and internal systems, fostering a culture of accountability and collaborative problem-solving. Tech Support Agent role (promoted to Business System Specialist) Jan. 2022 – March 2023 • Led the development and implementation of a new workflow system, increasing customer satisfaction by 27% through enhanced technical support processes. • Implemented solutions for customer inquiries and technical support needs, leveraging analytical skills to improve Hinge Health’s product experience. • Partnered across remote teams to identify and resolve software bugs, integrating customer feedback and analysis to enhance product quality. • Conducted comprehensive research on software and hardware, applying data analysis and interpretation to drive customer experience improvements. • Directed a cross-functional team in a major software bug resolution, utilizing Agile methodology and stakeholder engagement to boost customer satisfaction by 15% in three months.
EDUCATION
University Of Arkansas Fort Smith
Bachelor's degree, Psychology & Business Administration
SKILLS
ABOUT MAKAYLA AMOS
I specialize in business systems, internal tools, and technical operations, helping organizations resolve complex system issues and improve workflows by connecting engineering teams with operations and end users.I currently work at Hinge Health, a digital health company, where I investigate bugs, logic issues, and workflow breakdowns across internal systems. I act as a key point of contact during cross functional triage, translating technical findings into clear and actionable updates for engineering teams and internal stakeholders. My work supports system reliability, operational efficiency, and strong internal user experiences.I bring over six years of experience across technical support, systems investigation, and operations, with a proven history of growth through promotions. My background allows me to quickly understand complex systems, identify root causes, and document effective solutions, particularly within fast-paced and fully remote SaaS environments.My core strengths include business systems and internal tools support, bug triage and root cause analysis, cross-functional collaboration, process improvement, workflow optimization, technical documentation, and data investigation using tools such as Jira, Excel, and Google Sheets.I am especially interested in roles focused on business systems, product operations, or technical program support within healthcare technology or SaaS organizations.
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