• Promoted as the first Member Experience Specialist on the Support Team, driving improvements in support processes and product quality• Synthesized and codified customer feedback, insights and trends. Presented in meetings with Directors of Product, Design, Marketing, Engineering and Education • Owned development of a new tagging taxonomy for the Support Team and became a liason to ensure insights could continually be shared cross-functionally

• Became a product expert in handling high-touch cases and resolving member inquiries • Saw a need to fill the gap between Support and Product. Took on projects that elevated the customer voice internally to help influence and impact product decisions

• Resolved customer cases in Salesforce, performing data analysis on trends in the lender community to enhance user experience• Collaborated with cross-functional teams to identify root causes of customer issues, contributing to process improvements

• Organized scheduled Instagram posts using the app Later for best reach towards followers• Optimized excess raw inventory by creating new product prototypes• Experienced working collaboratively in a cross-cultural environment

• Maintained status of 140 honor students throughout year by monitoring their attendance to mandatory honors events, meeting minimum GPA requirements and completing honor units • Met with Honors Director twice a week working on honors documents, contacting students to schedule appointments and planning honors events • Note taker for Honors Board Meetings taking place every two months consisting of Honors Director, Vice President for Academic Affairs and faculty members representing each school department

• Greeted and ushered 400 guests for lectures, forums and seminars