Operations Coordinator within the Customer Loyalty Department, providing a combination of customer service, sales, and client account management. With each case I use my analytical training to provide an exemplary customer experience by performing account analysis, billing record review, and policy research to determine the best course of action that would meet both company and client needs. I also provide customer tailored mobile solutions using a cyclical sales model based in rapport building, needs discovery, and specific recommendations.

I performed additional complaint intake and processing as part of a departmental escalation queue. I oversaw daily team performance as Point of Contact for out of office supervisors, providing data review and analysis of individual performance versus monthly department targets, compared to past performance data records.I handled sensitive and confidential customer information as a result of the position, identifying the issues at hand, asking clarifying questions through active listening and logical reasoning, identifying the applicable company policies related to the complaint, negotiating a mutually agreed upon resolution, and assessing the impact any potential solutions would have on the client account as well as our departmental objectives. I completed weekly status report write ups of escalations taken, and the results of all client follow-ups that were completed.Additionally, I served the department by providing content expertise and training in our outbound marketing campaigns, customer promotions, and customer retention scenarios by disseminating best practices and fielding questions during weekly team meetings.

Non-profit residential group home utilizing a structured family dynamic living environment, with individual and group therapeutic interventions. I supervised at-risk teen males aged 12-19 in their daily activities in the residential setting. During this time I would act as mentor, counselor, and meal preparer, while maintaining a safe environment for staff and residents alike. I performed medication administration and management, and household inventory.I observed/documented any changing behaviors, moods, and general activities in all residents. Documentation and reporting was used in therapeutic counseling sessions, all while modeling appropriate behaviors for successful social interactions. In addition, I completed all necessary reporting requirements in compliance with California Community Care licensing, as well as internal reports on the therapeutic progress of each resident.

Private educational consulting business, where I honed my skills performing research, data gathering and data entry, data analysis, project budget creation, and infrequent presentation with the use of Adobe Photoshop and the Microsoft Office suite. I focused my efforts on Microsoft Word, Excel and Power Point. All training and work experience facilitated my role in helping the business create proposals and win funding at the state and federal level for local public school districts and county office’s of education.The key element to my success in this position was the ability to manage multiple shifting priorities concurrent proposal and reporting deadlines. We not only submitted new funding proposals for our clients, we also oversaw their program evaluation monitoring, generating their annual or semi-annual performance improvement reports necessary for continued funding through the project period.Additionally I served as primary contact and lead specialist under the Principal Investigator for three Institutional Review Board (commercial and academic) approved human-subjects research projects. Two projects focused on minor student populations in California, the third targeted a justice involved adult population with co-occurring mental health/substance abuse issues. I was responsible for, and oversaw, the collection study data through informal baseline and follow-up interviews (one-on-one) or surveys (group) with study participants, keeping accurate records of study participation, preparing data for annual study-renewal reports, study data analysis, noting any abnormal incidents and reporting them to the Principal Investigator, and creation/upkeep of study materials such as consent forms and study protocols. I was also responsible for making sure that all non-participants involved in the study received appropriate training on the history and ethics behind research involving human subjects (NIH Protecting Human Research Participants Online Certification)