Lead Education Services team responsible for client service delivery and operations to AccessLex Institute member law schools. Develop products and services for aspiring and current law students and law school administrators. Hired as Senior Manager, promoted as team more than doubled in size within first year.• Develop member school outreach strategy and collaborate with division leadership to drive organizational presence and brand awareness• Create operations framework for newly established team to support delivery of multidimensional and innovative program, including on-boarding and training for new staff members and member school outcomes tracking • Served as one of the initial product and curriculum architects for MAX by AccessLex, a first-of-its-kind multi-faceted personal finance program exclusively for law students, adopted by 60% of member law schools in its inaugural year of 2017• Manage and oversee development within the Salesforce CRM to support operational framework and ensure data integrity• Developed Member School Engagement Barometer, a mechanism to track law schools’ engagement with AccessLex initiatives to ensure overall satisfaction and adoption of products and services • Served as member of research team for financial education pilot program in FY17, in which more than 5,000 students and administrators at over 40 law schools participated in focus groups and surveys resulting in the development of a personal finance curriculum specific to the law school experience

Managed the Partner Engagement and Education teams responsible for the delivery of client-specific consulting and SALT financial education program training and curriculum development to university customers and strategic partners. • Collaborated with sales, marketing and client services to onboard and retain clients, resulting in 94% overall customer satisfaction from university partners.• Led Partner Engagement team in development of 50+ business-to-business-to-consumer (B2B2C) marketing resources and 2 large-scale B2B2C campaign initiatives, resulting in 97% increase in SALT site visits, 105% increase in product registrations and 1M+ page views.• Managed Partner Education team in development and execution of SALT classroom curriculum and instructor's manual, monthly virtual training events and national Client Forum series which received 100% satisfaction from event participants.• Coordinated activities of SALT Client Advisory Board, including board recruitment and communications, meeting facilitation, and delivery of actionable client feedback to internal business partners, resulting in increased client engagement and product and service enhancements.

Led Financial Education team in the development of professional services training and implementation of financial education products and services. Created content for corporate website, student webinars, client professional development workshops, and industry conference sessions.• Developed process and operational framework for delivery of SALT engagement consulting to university clients, creating key product differentiator in current education debt management market.• Increased completed training offerings and product demonstrations 70%, increasing brand awareness, client satisfaction, and support for sales pipeline. • Led cross-departmental project team that expanded My Money 101 curriculum to 12 online financial education courses (including graduate/professional-specific content), resulting in inclusion in initial SALT product launch.

Managed the performance of 8 client managers for customer service delivery to university clients. Assisted the department manager in the analysis and development and implementation of strategies to enhance performance, customer service, and attainment of department goals.• Partnered with internal business units, ensuring timely and effective resolution of client issues.• Consulted with client managers in troubleshooting technical processing issues and executing proactive account plans for 160+ school clients, resulting in high client retention rate.• Managed individual portfolio of high-profile clients, achieving 100% overall satisfaction rating.• Led project team that developed and deployed initial My Money 101 curriculum, company’s 1st web-based curriculum, consisting of 3 financial education courses within Moodle platform.

Managed relationship with existing university clients. Analyzed loan origination and borrower repayment data to assist clients in making processing and programming decisions.• Monitored electronic loan processing of up to 18 schools, whose combined loan volume exceeded $270 million, resulting in a 15% average growth in volume and 100% client retention rate.• Ensured overall satisfaction with ASA’s products and services, increasing university client retention.• Achieved 97% overall “Very Satisfied” rating from clients in annual customer satisfaction survey.• Completed highly selective Arnie Sammis Leadership Development Academy program, resulting in adoption of team project concept (financial education for graduate and professional students) by senior leadership.