Manage two teams of specialists responsible for 90% of all au pair arrivals during the pandemic; craft and communicate the company's response to global travel and visa restrictions impacting issuance of J-1 visas; manage high volume of escalated customer contact related to au pair arrivals; innovate creative solutions to drive in sales and convert to arrivals

Managed team of Matching Specialists supporting new and returning customers searching for au pairs in State Department-regulated J-1 visa program; motivated team to achieve weekly, monthly, and year-end goals while maintaining quality customer experience; communicated with and collected feedback from escalated clients; identified and trained new hires.

Responsible for targeted regional sales success in redesigned role; handle crisis management of MA including emergency response, conflict resolution, and adherence to Department of State regulations; drive business recovery efforts by troubleshooting customer escalations and facilitating continuous au pair placements; liaise with Regional Managers to guide 60-70 field contractors supporting host families and au pairs throughout MA; strategize innovative ways to increase efficiency and effectiveness in the pursuit of company goals.

Responsible for overall regional success; handled crisis management of MA including emergency response, conflict resolution, and adherence to Department of State regulations; drove business recovery efforts by troubleshooting customer escalations and facilitating continuous au pair placements; managed 30-40 field contractors supporting host families and au pairs throughout MA; reported on regional trends and statistics to ensure continued regional growth; performed annual feedback sessions to ensure professional development and exceptional customer service; drove repeat sales.

Worked with potential host families in the J-1 visa program to identify potential au pair matches; addressed concerns and resolved issues while handling high call and email volume; screened potential host families for quality and set participant expectations while hitting regional and individual sales goals; specialized in resolution of escalated cases.

Responsible for full time care of children from birth to age 3; engaged and stimulated developmental milestone achievement, developed appropriate social skills, oversaw transition to schooling, provided emotional and social support; utilized organizational skills to manage all household responsibilities, tasks, and planning for the family; including appointments, scheduling and educational needs.

Responsible for full time care of children ages 5-11 in recently immigrated family; guided transition to American schooling system; worked with entire family to identify cultural differences between family’s native Armenian customs and language, and taught skills and boundaries needed for success in American culture. Responsible for promoting English language skills with 5 year old prior to pre-K entry; acted as liaison between family and school system to communicate children’s educational and personal needs.

Served as a care coordinator for team-based collaborative health care initiative; utilized brief intervention techniques, education materials, and community resources for patients with various mental health needs; provided systematic screening of adults with depression, anxiety, bipolar, and substance use disorder; implemented and tracked behavior plans; liaised with psychiatrists and LICSW for treatment planning and case management; implemented training material on enhancing practice, provider, and patient engagement; drove overall growth and engagement in a pilot program to maximize efficiency and access to mental health care and decrease demand on psychiatric specialized care.

Designed role to run targeted program to promote healthy and non-violent relationships among middle and high school students; coordinated with local police departments to facilitate the program in public school classrooms; maintained relationships with local public schools to ensure continued program participation; assessed individual needs and provided local resources to program participants.

Assessed and implemented therapeutic training and support services for 15-25 clients in the community; responsible for coaching development of communication, life, and social skills; researched and implemented behavioral management techniques; provided referrals to local, state, and federal programs; developed relationships with community resource outlets.

Provided direct care to long-term residents of a treatment center for adolescents with severe emotional and behavioral needs; coached on therapeutic techniques; de-escalated crisis situations; counseled on trauma processing and coping skills; liaised with a treatment team to implement behavior plans; coordinated community involvement initiatives for 15-20 residents.

Shadowed case work of LCSW to maintain medical, physical, social, and psychological histories, investigate and evaluate youth and family safety, develop treatment plans, and provide appropriate referrals.

Responsible for the supervision of a 120,000 sq. foot facility, a staff of ten, and the safety and well-being of up to a thousand patrons at once.

Worked to develop the Social Norms Campaign to promote responsible drinking habits and to correct myths about student alcohol consumption. Involved campus outreach, data collection, and effective marketing.

Worked within the Customer Service and Enrollment departments to finalize the data systems transition and trained current customer service representatives.