- Guide the organization in Voice of the Customer (VoC) efforts and programs.- Advise on employee engagement efforts and future of work (FoW) discussions.- Implemented Qualtrics EX and developed internal employee engagement survey in partnership with organizational development and HR. - Use Engagement and Experience survey data to make recommendations to the business on employee program and customer experience change.- Use contractor/consumer survey data to help customers better understand their contingent workforce.- Continue furthering Customer Experience (CX) initiatives within the company- Advise directors and executives on CX best practices and methodology.- Direct company-wide Voice of the Customer (VoC) initiatives.- Implemented Voice of the Customer program using Net Promoter Score and other survey methods.- Communicate data and trends to the executive level down through the company- Manage customer experience surveys and data- Use customer feedback to improve internal and external processes and communications- Managed buying process for new survey tool.- Implemented Qualtrics as the Voice of the Customer management system for the organization- Managed the process to bring our employee experience survey in-house using Qualtrics XM

- Create a relationship with contractors while initiating the onboarding process and maintaining contact throughout their assignment. - Maintain a working database for over one hundred contractors during health care open enrollment.- Perform detailed weekly new start entry audit and work with team to follow up on any errors.- Provide feedback to client program office regarding current onboarding processes, job postings, and work orders.- Outline a new process for paperless onboarding to be used with internal team.- Implement a new process to report end-date follow up.

- Provided support to Payroll and Benefits teams with clerical and administrative duties including sending on-boarding packets and I-9 forms to our contractors.- Worked alongside the Benefits team on performing an internal audit of life insurance deductions that resulted in funds being recovered for the company. - Communicated employee benefit information with contractors over the phone and through email.

- Established brand identity.- Partnered with founders to develop marketing collateral.- Clarified brand messaging.

- Assisted customers in transactions that resulted in a personal score of 98% on the company customer satisfaction survey.- Processed deposits, withdrawals, and communicated with customer about account balances and other bank services.