Jennifer Chan Email & Phone Number

Berlin, De

Berlin, Germany

Supporting over 7,000 students worldwide to succeed in their career change journey.Student Support and Information Management:• Handle and resolve on average 80 student and alumni inquiries per month.• Identify student needs to refer them to the appropriate resources and services.• Utilized Zendesk to help create over 100 macros, wrote and developed Zendesk articles, and coordinated the efforts on building a knowledge base resulting in faster ticket response times. • Assisted in building the Zendesk tagging system to track and categorize incoming tickets for reporting purposes.• Coordinated and made major updates to our commonly asked FAQs page.• Helped streamline our student and alumni communications to reduce time spent on tickets.Collaborative Leadership:• Collaborated with a Product Owner to automate processes to increase productivity.• Collaborated with Subject Expert Matters on adding new resources and worked with a developer on making updates to the Career Support Center for program launches.• Coordinated the efforts on creating student onboarding videos for the Job Preparation Course with the assistance of various team members from the Outcomes Dept., Marketing Content Editor, and Video Content Producer.

Berlin, Germany

Managed a team of 3 to provide support services and resources to assist students and alumni in finding employment. Responsible for supporting the team to ensure quality experiences for our students and alumni throughout their time on the Job Preparation Course and during the 6 months of their Job Search Period and beyond.Key Areas of Focus:• Developed and streamlined policies for student services. • Oversaw the progress and completion of our current cycle OKRs.• Conducted performance management and evaluations.• Provided guidance and handled highly sensitive and difficult student cases.

Berlin, Germany

Onboarding & Training:• Handled and optimized the onboarding of new Freelance Career Specialists.• Facilitated and led a series of training to provide our Freelance Career Specialists with a deeper understanding of the Job Preparation Course exercises, tasks, and rubric requirements. • Supported and coached our Freelance Career Specialists in supporting their students in their job search.Product Enhancements:• Collaborated with the Product Owner to build out the new features of the Career Support Center.• Coordinated with the Industrial Designer, Curriculum Editors, and Subject Expert Matter on updating the Job Preparation Course for new program launches and to improve job readiness skills.

Berlin Area, Germany

Charged with handling all operational tasks: ticket assignments, responding to student and alumni inquiries, matching Career Specialists and students, and Job Preparation Course updates and maintenance.Provided career guidance and counseling for students and alumni in one-on-one individual sessions.

70 Mulberry Street

• Facilitate job readiness workshops (resume writing, interviewing skills, job applications, and work ethics) for the Certified Nursing Assistant (CNA) and Bookkeeping Training Program.

Brooklyn, Ny

Provided career coaching, job application assistance, interview practice, and college admission guidance to patrons (ranging from young teens to older adults) at 5 different library branches as well as at local community organizations within the neighborhood through one-on-one meetings, informational sessions, and workshops.• Helped job seekers develop contingency plans for their career and educational goals.• Revised and developed job readiness materials, handouts, and presentations.• Facilitated workshops and promoted library events, resources, and databases such as Lynda.com, Metrix Learning, Career Cruising, Vault as well as guided patrons on how to use them.Robin Hood Foundation: Adult Learning Center- PreHSE and ESOL ProgramEmployment assistance program provided to Adult Learners taking the PreHSE and ESOL program. Tasked with helping adults from low socioeconomic and educational barriers in finding gainful employment.• Worked closely with Job Developer and Job Specialist to identify employers and placed Adult Learners in satisfactory job opportunities and/or referred them to quality training and educational programs and/or support services when needed.

70 Mulberry Street

Placed graduates from our training programs by providing one-on-one counseling, facilitating job readiness workshops, and collaborating with over 40 employers to match graduates with available openings.Accomplishments:• Collaborated with Job Counselor and the LESEN (Lower East Side Employment Network) to identify potential job opportunities and fulfill job orders.• Led efforts in recruiting new and existing employers for CMP's Healthcare Job Fair and annual job fairs.• Worked with Job Counselor to fund-raise over 2k for the annual gala.• Monitored and reported job retention milestones to claim funding from JTBO (Jobs To Build On).• Developed and tailored job readiness materials and presentations specific to student's needs and barriers.

School Of Public Affairs - Office Of Student Affairs & Graduate Admissions

Supported the School of Public Affairs Career Center by providing resume and cover letter reviews, co-presenting a job readiness workshop, updating records, and planning the logistics for alumni and student events (career fairs, panels, etc.).

New York

In-School Youth Program, Service Learning, and Summer Youth Employment ProgramAccomplishments:• Maintained relations with over 40 organizations to place youth in temporary work opportunities.• Monitored and supervised case progress of work site monitors for over 60 worksites to ensure documentation was handled accurately and time efficiently.• Meticulously researched and developed new work sites for 600+ summer participants.• Assisted in creating and managing a filing system for 60+ worksite folders and 600+ cases. • Collaborated with various organizations to help create 1st annual badminton tournament. • Fund raised money for the badminton tournament through cold-calls and marketing to community organizations.• Coordinated and facilitated weekly employment workshops to prepare students for the workplace including business attire and etiquette, resume and cover letter writing, and career exploration.

• Maintained and ensured documentations were submitted in a timely manner for over 100 participants. • Created and assessed weekly reports to monitor the progress of youth at the work sites. • Communicated between summer youth, worksites and Chinese-American Planning Council to ensure the safety of the participants and policies were enforced.

The Career Center

Supported the Career Center by answering student inquiries, informing students of services and resources offered, assisting in career-related events, projects, and fairs, and collaborating with the other interns to create the first on-campus internship fair.

Psychology Department

• Conducted experiments involving students' attitudes towards sexual intercourse and protection.• Consistently recorded and tracked results for data analysis.

Student Health Center

Supported the Student Health Center by promoting services and resources available to students, educating students on recognizing and seeking help on issues such as anxiety/stress, depression/ suicide, and abuse. Represented the Student Health Center at a series of health fairs, distributed materials, answered questions, and conducted surveys. Co-presented workshops on topics such as depression, anxiety, stress, and time management according to the materials provided.

Master Of Science In Education (Msed), Higher Education/Higher Education Administration

Learned about the management of higher education, with an emphasis on student services. Courses: student services/affairs, research.

Certification, Administrative Professional Studies

Completed Certified Administrative Professional Studies Program. Focused on administrative management and computer courses designed.

Ba, Psychology

Activities and Societies: • Kappa Phi Lambda Sorority Inc. • Golden Key Honor Society • PSI CHI Honor Society Graduated Cum Laude