Lead point of contact for client account management matters related to the onboarding, implementation, monitoring, and support of Plaid’s services, including Signature Programs, custom projects, and data/ research.Builds and maintains strong, long-lasting client relationships.Serves as the coordinator of the daily flow of user customer service requests/cases and LMS troubleshooting.Develops trusted advisor relationships with key accounts, client stakeholders and executive sponsors.Ensures the timely and successful delivery of Plaid’s standard programs and solutions according to client needs and objectives.Develops new business with established and new clients and/or identify areas of improvement to meet sales goals.Collaborates with sales team to identify and grow opportunities within territory.Assists with challenging client requests or issue escalations as needed.Collaborates with clients on developing new programs and certification tracks.

Planning, developing and overseeing all product related creation and support services. Supporting product life cycle of exams, credentials, learning products, and badges. Generating reports and analyzing data using Tableau, Adobe Analytics, Excel, Smartsheet, Microsoft Forms, and SurveyMonkey. Enrollment management in D2L. Product creation, piloting, and customer journey documentation. Military financial aid and education management systems. Certification badging maintenance via Credly. Managing external partnerships and contracts.

Program development, coordination, and assessment. Primary point of contact for the Center for Faculty Excellence's professional development programs and workshops. Liaison with other departments, individuals, and external institutions and agencies in the resolution of a variety of day-to-day matters. Budget management, stipend issuance, and responsible for office management and data tracking. Leads marketing of Center programs by designing, composing, editing and overseeing the production of promotional and informational materials; social media marketing; maintaining mailing lists and submitting announcements on CSU faculty programs; and updating website with new programs, instructors, and current marketing materials. Advising and connecting faculty to new technology/ pedagogy tools related to remote/ hybrid teaching & learning in response to COVID-19. Designing online LMS courses for new faculty and administrator orientations and special topic groups.Trained in QPR Suicide Prevention, Safe Space, Purchasing, and Records Retention. University Service: Open Educational Resources Committee, Ad Hoc Committee on Chosen Name Policy, Women Faculty Resource Group, Faculty Mentoring, Digital Accessibility Working Group.

Responsible for properly preparing and submitting import customs clearance paperwork, tracking and coordinating deliveries of client imports, and providing timely billing. Built relationships with overseas offices, other logistics providers, US Customs officials, and Expeditors customers to ensure timely clearance and movement of freight. Maintained positive professional relationships with over 100 assigned customers. Oversaw and advised a team of entry preparers in daily tasks and accuracy. Worked in a fast-paced, high stakes customer service environment.

Created and managed promotional communication material via website, social media, campus announcement channel, and print materials. Planned and facilitated New International Student Orientation in Fall and Spring semesters. Served as academic advisor and cultural host to students sponsored by US Department of State programs. Coordinated a faculty exchange program with University of Kitakyushu in Japan. Promoted and advised applicants on international scholarship opportunities. Tracked recruitment and enrollment numbers of Chinese students through the Beijing recruitment office and provided support to Beijing staff. Designed and managed a five-month, on campus training program for eleven visiting Chinese faculty, and supervised a graduate assistant. Served as liaison and administrator to the Council on International Initiatives faculty committee. Created and maintained a database for cooperative agreements with international partners. Organized and promoted the annual International Photography Competition. Coordinated visits from international delegations of faculty and staff.

Provided excellent customer service in a friendly and informative manner, in a customer-facing environment. Assisted in staff scheduling and coordinated meeting room reservations. Processed and tracked student payments for study abroad programs. Promoted office events through university email announcements, social media, and the campus television announcement channel. Coordinated outgoing mail shipments and ordering of office supplies. Provided event planning and management for the Office of International Programs and Study Abroad.

Advised outgoing and incoming exchange students before, during, and after studying abroad. Managed nearly 30 bilateral exchange programs with international partner universities. Received, translated, and reported grades and classes from students’ international transcripts. Recruited students at information meetings, classroom presentations, and activity fairs.

Created marketing materials for international programs, events, and news. Collaborated across campus to write an Annual Report magazine promoting internationalization efforts in the 2010-2011 academic year. Served as academic advisor and host to international students sponsored by programs with the US Department of State. Built relationships with international institutions and US government-sponsored agencies. Coordinated a faculty exchange program with the University of Kitakyushu in Japan. Assisted in the renewal of the faculty-based Council on International Initiatives. Promoted and advised applicants on prestigious international scholarships. Assisted in the interviewing and hiring of new personnel.

Advised students on financial aid, program options, class registration, and university services. Recruited participants through study abroad fairs, weekly information sessions, and individual advising appointments. Planned and conducted orientations and welcome events for exchange students. Reviewed and assessed written evaluations of study abroad experiences.