• WNY Pride employee resource group Vice President and communications lead• Write articles to be posted internally on behalf of the Diversity, Equity, and Inclusion office• Create, audit, and update training materials• Facilitate queue specific new hire training and act as subject matter expert for Mortgagequeue• Bridge Builders advocacy team member, workshop developer, and event facilitator

• Plan and execute monthly Trans Closet events to provide free resources tounderserved Queer and Trans communities in Buffalo, NY• Create content and manage organization’s social media• Write and send monthly newsletter• Plan and facilitate monthly team meetings• Solicit clothing and monetary donations to support mutual aid mission

• Plan and host monthly drag shows centered around providing opportunities for newand emerging drag performers, with a focus on Drag Kings, Alt Drag Personas, andother underrepresented identities• Create content, design show posters, and manage organization’s social media• Plan, design, and facilitate drag related workshops

• Write SEO copy, articles, social media, and other content based on monthly assignments

• Train first time tandem students and first time solo students in aspects of safety, procedure, and general skydiving knowledge • Execute Tandem and AFF skydives as instructor in command• Developed and implemented training program in which I acted as head instructor• Acted as official drop zone Safety and Training Advisor responsible for strict adherence to USPA and FAA safety and training requirements

• Write SEO copy, scripts, articles, social media, and other content upon request

• Monitored official Twitter account, including posting Tweets and replies in adherence with company tone• Wrote, updated, and published company-wide policies and procedures• Accepted, proofread, and compiled submissions for monthly Governance meeting papers• Responded to customer complaints in writing• Educated customers on use of internet banking, terms of bank products, and use of accounts • Trained temporary workers on policies and procedures • Deescalated customer complaints

• Received general inbound calls relating to a more affluent customer base• Provided quality service to achieve customer satisfaction by resolving the customer query at first contact where possible• Built rapport with customers and established needs in order to offer relevant products and services• Selected to be on Twitter team, responsible for handling customer inquiries via Twitter

• Attended Project meetings and assisted in departmental projects• Created, updated, and edited procedure pages for department procedures• Called upon as a Subject Matter Expert in an effort to ensure call center associate representation for projects• Communicated procedural changes and important departmental announcements