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 hybrid environment and have an ability to pivot amidst an ever-changing regulated industry. Key Responsibilities: -Complaint triage, handling, and assignment-Omni-Channel Platform (Gladly) Management and Maintenance-Knowledge Platform (Guru) Management and Maintenance-Supplemental training and support to BPO staff

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 enhancing retention strategies.Resolved hundreds of formal complaints (Regulatory, Utility Commissions, and Better Business Bureau), curating fair and equitable solutions, while protecting the Inspire Brand and following regulatory requirements.Engaged with key stakeholders to proactively address pricing and operational errors, minimizing their impact on retention and escalation rates.Developed and implemented efficient refund procedures, resulting in improved customer satisfaction and retention. Lead team engagement events to boost productivity and morale.Co-Chair of Employee Resource Group (ERG)

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 analysis.Managed training calendars to inform participants of upcoming sessions

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 workshops, to boost involvement.Fostered a positive and inclusive team culture for support staff.Provided periodic reports, financial statements, and records on program activities and progress.

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 student data using Dynamic Forms & PAVE Systems.Provided direct supervision, development & leadership opportunities to student employees.Purchased, allocated, and cleared historical encumbrances for multiple accounts with a total budget of over $40,000.Supervised the Social Media Assistant and provided educational opportunities.

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 recovery.Collaborated with colleagues, university resources, and community partners to implement to support students with positive NCAA drug tests, University Student Conduct charges, criminal charges, and/or probation requirements. Served as Chair for the Medical Amnesty Campaign and 21st Birthday Event Committee. Co-Supervised the Graduate Assistant for Health and Wellness.

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 digitally and assisting with navigation through the Blackboard interface.Registered students facing technical problems, overriding internal glitches in Oracle Student Information System (SIS).Case Manager and member of the NOVACARES team, Extended Learning Institute Representative and Co-Chair.

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 receipt, under review, award decision. Assisted the Review Committee award $1.5 million through keeping meeting agendas, generating and sending all written decision documents to students.Greeted and welcomed guests to center, and directed inquiries to designated staff members.

West Chester, Pa