Coached career changer on communicating accomplishments and leadership qualities in preparation for a new role, leading to improved morale for the clientFacilitated 2 coaching sessions to uncover skills, strengths, and values of the career changer, enhancing career clarity Edited resume for updated tone, format and content, saving 5 hours of client’s time in preparation for job search applications

Advise small business owners on customer success functions and scaling the customer experience from a customer success lens, saving $50,000 in revenueAudit websites for consistent brand identity and provide feedback on how to engage with customers at scale based on client business goals, enhancing the efficiency of future projects by 75%Create project proposals for customer success and sales functions during product launchEdit client marketing documents for tone and content, providing research, feedback, and best practices for success with the document’s intended purposeCraft project scope and plans, cadence, key dates, and goals for clients for services requestedFacilitate meetings with clients regarding project scope and goals

Managed a diverse book of business consisting of 46 clients, with a combined Annual Recurring Revenue (ARR) of $10.1 million.Revitalized customer engagement by developing and distributing a monthly Customer Success Manager (CSM) newsletter, resulting in the re-engagement of several previously inactive clients.Cultivated exceptional customer relationships with two major state deals involving multiple community colleges, resulting in sustained business partnerships.Acted as a dedicated product liaison, collaborating closely with a product manager to promptly communicate relevant product updates to fellow Customer Success professionals and customers.

•Partner with 20 strategic and enterprise-level customers to ensure timely and productive product adoption and retention, totaling over $16 million dollars in ARR•Troubleshoot and advocate for clients across teams to resolve issues with use and ensure clients meet their goals •Synthesize client EBR feedback and CSAT data to share with leadership and improve client engagement across the CSM organization•Engage with CSM leadership to uncover tactics for improving client engagement through communication to the product team •Collaborate with CSM team to create a strategy to implement more robust use of Gainsight across the organization

•Selected in the top 2% of applicants for a program offered to high-potential individuals preparing for a CS role in SaaS•Rigorously trained (300+ hours) and assessed on Customer Success skills by instructional coaches and industry professionals•EQ: cultivating empathy, growth mindset, coachability, overcoming rejection, time management, prioritization•CS workflow: the customer journey; human-centered customer engagement; practical experience with data and tech tools; managing risk and effectively escalating issues; following up with customers and logging activity; creating stories, executive summaries, and slide decks for effective EBRs•Completed projects using Gainsight, Salesforce, and GSuite

•Increased funding for 2 public health programs by 10% through writing proposals for private grants totaling more than $100,000•Clarified programmatic and funding goals in collaboration with department heads, identifying upcoming projects and funding priorities in weekly meetings that increased the range of long-term planning by 2+ quarters. •Streamlined interdepartmental communication through meetings with department heads about grant availability, proposal submissions, and reporting due dates, reducing the number of meetings by 50%•Facilitated budget review meetings among the finance, grant-writing, and program teams to ensure key funding questions were addressed

•Successfully met deliverables for two public grant contracts for two consecutive years, securing more than $300,000 in funding through frequent email and phone communications, and inter-team meetings between funders and staff•Enhanced program’s success with meeting grant scopes over a 2-year period which led to a funding increase of over $34,000 and an extended contract •Supervised proper data tracking and maintenance for all team members to properly report client progress and milestones for grant goals, which led to a 100% audit pass rate over 3 years•Advised more than 113 clients annually in weekly appointments to help them in attaining career goals•Facilitated more than 25 weekly hours of individual coaching sessions with clients on their career goals

•Exceeded client intake goals by engaging with 30+ people weekly and achieving a high rate of client satisfaction•Facilitated 20 employment readiness workshops with 100 individuals, teaching job readiness skills and self-advocacy skills

•Delivered customer satisfaction through 30+ hours of lesson preparation and teacher-to-student communications per week using an online teaching platform•Facilitated group and individual learning sessions 15 hours a week, teaching more than 50 people English phonics, vocabulary, grammar, and conversational skills

• Interacted patiently with members over the phone to collect health information in English and Spanish• Achieved high call volume, of 80+ calls daily• Data entry through inputting member health information into Community Care Management database• Managed large mail merge to members

• Planned more than 572 unique English lessons for grades 1-6• Taught more than 780 hours in the classroom• Delivered quality English instruction to 90 elementary school students using the latest technology• Collaborated with a South Korean university student to deliver lessons• Expanded students’ knowledge of English phonics through a 60 hour camp

• Work with faculty to research ways of extending PFLAG into communities of color• Research LGBT serving organizations on the South Side and suburbs• Brainstorm ways to contact parents of LGBT people of color to create a referral list• Create a list of speakers for PFLAG groups in suburbs such as Aurora and Kankakee• Create a manual for PFLAG participation in the Chicago Pride Parade

•Instructional design in the form of a series of workshops around themes of professionalism and recognizing transferable skills•Compile data to generate reports of student and site information for faculty•Conducted site visits to recruit partners for the CSP, created 13 new partnerships in a 3 month period•Reviewed and processed projects from partners as they were received•Tracked and continued to follow up with partners throughout the recruitment process•Reviewed student applications with faculty to help them place their seminar students

•Assist with clerical duties as assigned•Coordinated transportation, room and board for speakers for the annual conference•Compiled data and created spreadsheets from event evaluations by attendees•Registered conference attendees and processed continuing education for attendees•Compiled content to send to professional printer for conference program and signage

• Assist with Community Service Practicum program (CSP)• Coordinate with Community Engagement Team and faculty to schedule in-class presentations about the Community Service Practicum • Input community partner data into project database, tracking and updating partner data regularly• Market the CSP to community partners by speaking to community supervisors about the benefits and expectations of hosting a CSP student• Reviewed student evaluations of community organizations in order to assess suitability of community partners• Reviewed supervisor evaluations assessing student performance to ensure students receive the proper grade• Assisted with planning and coordination of Community Partner Fair at Adler to allow students and community partners to meet in person • Facilitated dialogue around the CSP experience in student-to-student forums• Assist with the planning of special events within DICE such as the Open Door Session that invited students to connect with the staff within DICE • Collaborated with faculty to produce original CV workshops for the CSP and clinical practicum application processes; facilitated 6 workshop sessions• Placed students with community sites for the CSP using online system, reviewing student CVs and essay question responses to match them to projects submitted by community partners• Troubleshoot with students and sites via phone, email, and in person to ensure that both community partners and students have a mutually beneficial experience; matching students with sites who need a new placement• Oversee the matching process for students who applied for Out of Area Petition, placing students at community sites out of the usual general area of most CSP sites• Created a new module on professionalism that will be used by seminar leaders to help students reflect on professionalism and get the most out of their practicum experience• Direct the Students in Service (SIS) part-time AmeriCorps program on campus

• Develop ensemble class to teach four students how to play together as a group• Class consists of four students aged 7-13, 3 violinists and 2 cellists• Create curriculum to teach musicianship, ensemble playing, and reading music• Act as substitute teacher, giving 30 minute private lessons to violin and viola students

A paraprofessional position serving as a peer mentor and liaison. Consists of advising students in career related matters, promoting services to students, and data entry and research projects. • Conduct in-take appointments to assess the needs of students as they relate to their career development and goals• Advise students and alumni in attaining internships and employment on-campus or off-campus in person, over the phone, or through email and instant messenger • Critique resumes, offer tips for proper interviewing, and answer other career and internship related questions for students on a walk-in basis• Create rapport with all students, alumni, and faculty while delivering outstanding customer service tailored to the client• Market Career Center services to students by performing outreach ventures that notify students, alumni, and faculty about the helpful resources of the Career Center• Enter data into the Experience website and Excel pertaining to workshops, maintaining and tracking student data• Conceive, design, and execute valuable research that contributes to the overall resources used by the Career Center • Facilitate workshops and give presentations to groups around campus about resume development• Coordinate as project manager to coordinate faculty outreach presentations• Assist with Career Center career fairs and networking events• Interview and train new Peer Career Advisors in order to get them acclimated to their advising role

Within the DePaul University Counseling Department. • Compile and review research data which enhances the comprehensiveness of the reports generated• Aid in writing research articles to fill out and make clear the results of the study • Administer and collect data related to multiple projects at one time• Assist in the compiling of survey questionnaires as they apply to the research objective• Experience with theory in counseling and psychology through assisting with the administering of research endeavors

A student organization working on inter-religious understanding consisting of fun programs and events to facilitate discussion, education, and critical thinking. • First president of DePaul Interfaith, charged with setting up a strong program of events• Direct and uphold the mission of DePaul Interfaith by applying leadership techniques that facilitate accordance among members of the executive board• Organize and manage the members of the executive board• Collaborate to generate and plan programming and events for the organization that will enhance the experience of Interfaith

Participated in the Mother McAuley High School Orchestra for 4 years. Concert Mistress for two consecutive years. Traveled on two tours.