Dina B. Email & Phone Number

Philadelphia, Pennsylvania, United States

The Manager, Member Experience Systems & Operations position is the SME for all MX software, systems, and processes. They manage the daily operations of our Member Support staff which involves ensuring SLAs are met, troubleshooting and triaging issues as they arise, and advocating for our members cross-departmentally. They collaborate with others in a.

Managed and curated content for the KMS (Guru) and Omni Channel Platform (Gladly) Collaborated with stakeholders across the Revenue & Regulatory departments to implement new procedures and policies.Provided comprehensive training to staff and associates in adherence to regulatory standards, focusing on optimizing call flow, minimizing escalations, and.

King Of Prussia, Pennsylvania, United States

Created training materials, manuals, procedures, and visual aids to achieve program goals.Conducted ongoing evaluations and recommended program modifications for effectiveness.Awarded certificates to recognize employees' training accomplishments, boosting motivation and retention.Monitored training effectiveness through observation and metrics.

Fairfax, Virginia

Multi-Departmental Implementation Manager for a new Case Management System (Pave Systems to Guardian)Resolved complex support issues, enhancing internal processes for better response times and productivity.Redesigned sites for improved user experience and company branding.Planned more than 30 student leadership activities, including social events and.

Washington D.C. Metro Area

Updated the department’s online presence by reconstructing and launching a new website, overseeing department social media pages & incorporating asynchronous digital services.Managed 55 program requests annually and served as the contract manager for all external vendors, such as catering, facilities, and entertainment.Created and managed confidential.

Washington D.C. Metro Area

Conducted over 200 individual meetings with students, primarily regarding substance use.Administered the BASICS program, a brief intervention for high-risk college students aimed at harm reduction and positive decision making, to over 100 unique students. Served as the sole case manager at the university for students experiencing substance use and in.

Washington D.C. Metro Area

Collaborated within a team that served as the main point of contact for over 23,000 online students.Acted as a liaison for the student(s) in matters related to academic appeals, readmission requests, grievances, etc. affecting a student’s progress through the program.Boosted students’ success by encouraging healthy correspondence with classmates & faculty.

Student Support And Advocacy Center

Supported students with high financial need to navigate the complex application process. Advocated for over 500 Stay Mason Fund applicants by anticipating the Review Committee’s needs, requesting additional explanation/ documents, and forwarding concerns to the decision-makers.Corresponded with all applicants throughout the review process, including.

West Chester, PA