Led initiatives to improve efficiency and success for the Client Success department. I acted as Awardco's primary admin for softwares including Qualtrics, Monday.com and CS-related Salesforce features. I assisted other departments outside of CS implement many of these softwares as well.Key Accomplishments:- Managed multiple complex software transitions (Zendesk to Salesforce Service Cloud, GetFeedback to Qualtrics)- Innovated and implemented solutions in Salesforce and Zendesk, including the development of a chatbot, automation improvements, and enhanced data visibility to create an enhanced customer support experience- Configured our customer success strategy in salesforce with new features, improved reporting, and automations- Created a new survey product offering start-to-finish (designed product, developed sales, CS, operations, and software processes, coordinated and gathered data for pricing conversations, planned and executed rollout and GTM strategy)- Streamlined and improved success for our client's implementation processes by creating and rolling out new implementation tools (Monday.com templates, client-facing one-sheets, Qualtrics forms, Monday.com and Qualtrics automations, etc.)- Completed many data analysis projects related to customer retention, employee workloads, new hire forecasting, professional service revenue, etc.- Within my first 3 months, I developed a new hire training course for CS from scratch and the same structure is still used 3+ years laterI also participated on the leadership committee for Awardco's Women's Employee Resource Group (co-president - year 1, secretary - year 2)

- Responsible for all court recording for 35 SSA offices in Pennsylvania, Delaware, Maryland, and Washington D.C.- Maintained a 98%+ average coverage rate for 5,000 hearings monthly - Managed the training, scheduling, payment, etc. for over 75 VHRs- Managed all communications and problem-solving between offices (client) and VHRs (subcontractor) and maintained up-to-date records- Balanced daily emergencies, assignments, and deadlines with long-term projects- Continued this work during the COVID-19 pandemic which greatly impacted this project

- Led a project developing a 2-year online marketing strategy from scratch for a new product (VR video game) with a limited budget

- Recruited after publishing a comprehensive report on living conditions in detention centers- Coached two students through the editing process to create publishable reports - Edited eight additional reports- Worked on program evaluation by analyzing results found though focus groups and product testing

I assisted students with homework and studying, held test reviews, and graded student work.Macroeconomics (Econ 381): December 2016 - December 2017Labor Economics (Econ 463): January 2018 - April 2018Intermediate Microeconomics 2 (Econ 382): December 2018 - April 2019

I interned in the labor and education section of the Domestic Social Policy division.- Performed quantitative analysis with BLS datasets (ex. CPS, CES, JOLTS) - Researched past congressional records, hearings, academic articles, etc.- Presented and led discussions on my research- Authored a condensed report on my research

- Wrote clarifying articles on the immigration and visa processes- Navigated the DHS website and researched forms with technical legal language

- Communicated with businesses in both English and Portuguese- Created and distributed a business climate survey to track progress in Downtown Framingham- Invited businesses to participate in a tour for Congresswoman Katherine Clark- Petitioned for a temporary parking management plan to improve Downtown business- Created activity & event flyers in multiple languages to encourage more downtown foot-traffic

- Recorded voice samples for a voice recognition software research project by Lyric Labs- Analyzed sound samples with Audacity