-Mastered EX, CX, and 360 Dashboards, becoming one of the go-to expert for complex configurations and troubleshooting, providing guidance to customers and colleagues for seamless implementation and data-driven decision-making-Spearheaded a complete rewrite of the User Moves process, successfully reducing security risks, cutting customer wait times, and minimizing escalation rates -Led the onboarding and training of three new product specialists, all of whom became top performers in their cohort by enhancing technical proficiency and guiding goal setting, fostering a collaborative, high-performance environment-Managed 15-20 tickets daily with a sustained 95% CSAT score, consistently outperforming targets and ensuring exceptional customer experiences-Assisted in building a collaborative team culture by actively sharing best practices, fostering continuous improvement, and encouraging cross-functional knowledge exchange to drive overall team success

-Created a Quality Control Excel program using VBA to ensure quality responses to clients and to keep track of people speeding through surveys-Interpreted and did analysis of survey results using MS Excel to help identify trends and potential survey participants for future surveys

-Planned and Executed 5+ research studies on customer and employee experience through surveys, interviews, and user testing enabling optimized customer service resulting in a 1,200% profit increase after seven years of five figure loses-Created and Executed an online customer service survey in order to understand the needs of customers enabling the development of a more in depth research plan-Led a development team in the design and creation of a brand-new, easy-to-use software to streamline the order and fulfillment process for jobs done by employees increasing the efficiency of by 900% -Developed and enhanced a monthly training on complex customer service concepts and new software usage to enable understanding of all levels of employees and stakeholders-Coached 20+ students through the newly developed onboarding program every semesters enabling growth in the role as well as skills that can be applied in their lives after leaving the job -Mentored 15+ new student management members enabling them to manage and improve 4 copy centers through monthly 1:1 meetings, clear communication, and hands on training

-Successfully managed and delivered 5+ concurrent projects, demonstrating exceptional multitasking and organizational skills while consistently meeting project deadlines-Innovatively devised and implemented creative research strategies, thinking outside the box to cater to niche client needs effectively, resulting in improved insights and client satisfaction

-Directed a virtual recital during the quarantine period of Coronavirus to celebrate accomplishments of students-Coached 15+ students in difficult music theory to enable them to play complex piano pieces

-Created a comprehensive wireframe using Adobe XD for a laundry delivery website, providing key stakeholders with a visual representation of the software's design and functionality facilitating early feedback and alignment among project’s stakeholders -Formulated and developed insightful probing questions to assess a new website, effectively evaluating the needs of a diverse user population and software designers identifying potential improvements and pitfalls for various use cases, contributing to enhanced user experiences and more user-friendly designs.

-Mentored 20+ students to enable the accomplishment of goals-Evaluated 60+ Essays to monitor student development and learning