-Serves as the Chat Team’s first responder to escalated student situations, managing a high volume of inquiries through live chat, SMS, email, cases, phone calls, and Teams, and consistently delivering timely, effective solutions-Champions an optimistic, student-centric culture by leading team initiatives to embed the “students first” core value in daily operations-Identifies and addresses mis-advisement patterns within the team to optimize team performance and student outcomes-Maintains comprehensive knowledge of university programs, policies, and regulations including admission and advising content, enrollment, student success resources, Federal Title IV, Return of Title IV Funds, Satisfactory Academic Progress, tuition assistance, VA benefits, payment plans, and billing systems -Leads and facilitates onboarding, training, and shadowing initiatives to ensure new Chat Team hires are equipped for success-Maintains a high level of accuracy in managing student records through the CRM system while adhering to strict compliance regulations -Executes complex student record processes, including reinstatements, program/plan changes, and overrides-Developed and leads SMS training curriculum for new cohorts in the Office of Student Affairs -Achieves consistent recognition as a top contributor by exceeding performance goals, maintaining exceptional customer service standards, and receiving positive feedback from students, staff, and faculty

-Provided outstanding customer service by rapidly addressing a high volume of student inquiries related to financial aid, payment plans, tuition assistance, VA benefits, and all other payment options, while maintaining a stellar satisfaction rating-Developed and implemented comprehensive financial enrollment plans, resolving student financial challenges and increasing student retention-Documented, maintained, and tracked all student interactions, information, and progression through the Customer Relations Management system-Mentored and trained new team members, enhancing team productivity through knowledge transfer and skill development-Consistently exceeded performance metrics, receiving recognition as a top contributor for resolving complex student issues and improving overall department efficiency

-Managed six wellness programs and services, resulting in increased program participation by 40%-Developed and managed strategic partnerships with community organizations to secure fee waivers for 55 clients, enhancing access to essential health and wellness resources-Implemented evidence-based interventions to address health risk factors among adults and seniors with complex needs, including mental illness, substance abuse disorders, and obesity, leading to improved medication adherence and reduced BMI -Conducted comprehensive Health and Wellness Assessments and BioPsychoSocial Assessments to develop individualized care plans, resulting in increased client self-efficacy and improved overall well-being-Successful completion of required requisite hours

-Developed and iterated wireframes and prototypes based on user research and feedback-Collaborated closely with cross-functional teams, including UI designers, web developers, and UX managers, to translate information architecture that improved student personas and user journeys-Designed and implemented a Faculty Profile Management System for UMGC, streamlining the faculty profile update process by 35%-Conceived and executed the “Getting to Know You Board” initiative, enhancing employee engagement by 20% through the use of SharePoint, Excel, and Adobe Photoshop CC 2019 -Cultivated a positive and engaged office culture as a founding member of the Culture Club, organizing social events, volunteer opportunities, and employee recognition programs

-Coordinated with leaders, stock and sales associates to ensure a positive and efficient customer experience through excellent customer service skills-Greeted customers to create a welcoming atmosphere -Assisted customers by locating merchandise and answering questions quickly and accurately -Performed cash register transactions and online orders accurately-Ensured organization throughout the sales floor and stockroom, replenishing and recovering items as needed-Worked opening and closing shifts to process incoming shipments and markdowns-Offered brand credit card to every customer; encouraged cardholders to use their card for purchases

-Worked office hours, group conferences, tabling, and weekly meetings-Created safe spaces and events for students to talk about healthy, positive relationships; how to respond to actual or potential abuse or harassment; how to intervene with peers who are perpetuating gender bias; and how to support peers who are targeted by sexual and/or relationship violence-Connected students with campus resources including the Counseling Center, Health Services, Office of Student Rights and Responsibilities, Stop Bias, LGBT Resource Center, and more-Promoted Office of Health Promotion programming and events on social media, by email, and creating and sharing flyers around campus

-Managed and coordinated a diverse event portfolio for student, academic, and co-curricular programs and events, resulting in thousands of successful events annually-Supervised and delegated tasks to venue crews and implemented a comprehensive event performance evaluation system to enhance service delivery-Established and maintained strong partnerships with public safety, fire marshal, and security personnel to ensure compliance with safety regulations and optimize event security -Contributed to the technical production of events by assisting with the design, installation, and operation of lighting equipment at the Schine and Goldstein Student Centers-Provided outstanding customer service by greeting and assisting event attendees, managing crowd control, and ensuring timely event start times, resulting in positive feedback and increased attendance