• Partnered with chapter staff to verify accurate constituent, donation, and fundraising information. • Ensured data integrity by maintaining organization-wide database using Blackbaud, ClearView, and PledgeMaker. • Performed reporting for data analysis of chapter operations and events. • Provided technical support to users of internal applications and services to build confidence and competency when using Clearview, PledgeMaker, Blackbaud, Ektron, and JIRA. • Performed user testing of new programs and updates to CFF websites and applications. Made recommendations to optimize user experience. • Strengthened relationships with donors by supporting donor queries effectively while providing an excellent customer experience.• Implemented public-facing updates to a variety of web-based event platforms supporting cff.org. • Reviewed, analyzed, and edited communications for fundraising events held around the United States.

• Followed standard practices and procedures in analyzing and responding to user queries, based on existing knowledge management information.• Provided daily support internally and externally for platform users via email and online chat.• Worked with the Platform team to perform quality assurance testing.• Created and maintained user access and permissions to the platform.• Reviewed user accounts for accuracy and relevance to organizational requirements.• Became familiar with process across multiple teams to provide cross-team support.• Assisted with identifying user challenges and finding suitable solutions, including informing internal and external development projects.• Collected user feedback to make recommendations for proposed enhancements, by demonstrating the potential positive impact on user behavior.• Provided customer feedback and ideas internally to enhance product and program development.• Worked with UX Design team by providing user testing, gave expertise on user groups, and assisted with user interviews.

• Assisted with integration of Participate Learning with VIF International Education.• Managed Participate Learning’s Twitter presence and produced organized transcripts of Twitter Chats by participating educators.• Partnered with the Teacher Selections team to build proficiency in their application process and common questions, and resulted in ability to independently respond quickly and accurately to prospective applicants and partners.• Enhanced customer experience by monitoring and responding to queries received during weekend hours. This improvement to organizational responsiveness is in support of broader efforts to provide around-the-clock service to users.• General problem solving for clients, both domestic and international.