Work with clients and project team to configure Service Cloud Voice projects. Utilize Service Cloud and Amazon Connect to bring contact centers and Interactive Voice Response to life. - Facilitate discovery sessions and prepare design documentation- Connect with customers to understand their challenges and requirements for technology solutions- Translate business requirements into user stories and acceptance criteria and facilitate user story readouts- Configure Salesforce to meet business requirements by creating custom fields and objects, creating automation through custom flows, and configuring security settings through permissions and profiles.- Facilitate critical testing activities (QA, UAT) by creating test scripts, assisting QA resources, and completing QA activities - Facilitate end of sprint demonstrations for key stakeholders to review work done in sprint and request/receive timely feedback.- Prepare and deliver end-user and administrator training for customers

Work with clients and project team to configure Service Cloud Voice projects. Utilize Service Cloud and Amazon Connect to bring contact centers and Interactive Voice Response to life. - Connect with customers to understand their challenges and requirements for technology solutions- Translate business requirements into user stories and acceptance criteria and facilitate user story readouts- Configure Salesforce to meet business requirements by creating custom fields and objects, creating automation through custom flows, and configuring security settings through permissions and profiles.- Facilitate critical testing activities (QA, UAT) by creating test scripts, assisting QA resources, and completing QA activities - Facilitate end of sprint demonstrations for key stakeholders to review work done in sprint and request/receive timely feedback.- Prepare and deliver end-user and administrator training for customers

Increased economic mobility and college access in Pinellas County, FL by providing college and career planning support to students, parents, and schools and providing holistic support to participants in the PATHe 2+2 program (St. Petersburg College to the University of South Florida, St. Petersburg campus).- Faciliated college planning workshops and activities for over 2,000 students in Pinellas County on topics including financial aid, college admission, career research and more- Recruited, onboarded, and supported more than 80 2+2 students since PATHe's inception by facilitating individualized coaching sessions with students and group workshops on academic success - Executed an annual summer program for students and parents and collaborate with subject matter experts on topics including admissions testing, financial aid, college admissions, and more. The program has impacted more than 100 students and parents- Designed and maintained Access database to collect student data and interactions with PATHe program for student management, reporting, and analysis- Oversaw marketing and communication plans for all K-12 related initiatives to strengthen relationships with school administrators

Coordinated services to high school students from underserved backgrounds to improve college retention and graduation rates of students from low-socioeconomic and first-generation backgrounds in the Upward Bound and Upward Bound Math/Science programs. Upward Bound and Upward Bound Math/Science are federally-funded grant programs through the U.S. Department of Education.- Provided academic advising and holistic support to more than 150 high school students in 9-12th grade - Oversaw rolling recruitment process for middle school and high school students by maintaining and strengthening relationships with more than 10 public schools in the Toledo area- Coordinated programming for students of diverse backgrounds for the academic year and 6-week summer component to include academic support, cultural enrichment, and college tours- Managed summer college tour budget of more than $40,000- Hired, trained, and supervised a summer staff of 10

Served as a career coach with El Barrio Workforce Development Centers under The Centers for Families and Children. Support unemployed and underemployed individuals receive skills necessary to return to the workforce in Cleveland, OH.- Facilitated job readiness training and job research strategies to adults seeking employment including mock interviews and resume and cover letter writing- Led daily orientation process for new clients- Assessed and evaluated training for improved delivery- Managed client database to analysis and report data on monthly and quarterly basis

Supported teachers and staff at designated Cleveland Metropolitan School district with delivering instruction and providing academic and behavioral assistance to identified students. Aided in standardized testing and before school and after school needs to impact the graduation rate of students in Cleveland, OH.- Coordinated school-wide Language Arts programs and goals for third through eighth-grade students for Alfred A. Benesch elementary school.- Created and implemented lesson plans to provide educational interventions and goal setting for third-grade students in Math and Language Arts.- Coached students with behavior and attendance issues through small group activities and one-on-one meetings.- Organized neighborhood engagement and in-kind donations for City Year Cleveland City-Wide Spelling Bee