• Oversee the daily operations of the organization’s Ask HR inbox and phone line by ensuring accurate and efficient customer service. Expertise includes administration of employee benefits programs such as medical, dental, vision, life insurance, disability, retirement, via both direct service and by acting as the designated trainer and team lead for other inbox responders.• Liaise with employees and vendor contacts to resolve issues regarding eligibility, coverage, claims issues and other matters related to benefits, including close attention to detail in the maintenance of electronic records and compliance-related documents within PeopleSoft and UKG.• Employ strong conflict resolution skills, cross-departmental collaboration, and empathetic mentorship to collaboratively answer 200-400 internal and external emails per work week, maintaining average response time of 1 business day.• Conduct weekly New Hire Orientation Benefits presentations and train other HRSC team members in facilitation, benefits subject matter mastery, and impromptu group management skills.• Apply deep PeopleSoft knowledge and inter-departmental resourcefulness to complete legal form requests, multi-step benefits enrollments and event reprocessing, vendor error reconciliation; Create accessible, clear process documents to ensure cohesive and consistent completion of these forms and systems tasks across the team.

• Applied initiative, exemplary problem-solving skills, and a passion for excellent customer service to cross-training with Student Accounts and Veterans Affairs School Certifying Officials during a period of high need, resulting in wider reach and greater ethos with student veterans, servicemembers, and military spouses attending Northeastern• Illustrated research competency and innovation by developing a strategic needs survey that garnered a 12% response rate from the total ~600 military-affiliated student population - a nearly 100% engagement increase compared to the previous attempt to assess this population• Launched the inaugural cohort of the Dolce CAVS MentorProgram for 12 pairs of transitioning military students and leaders from their fields of study, supervising all training material creation, professional development tool optimization and distribution, and generation of metrics to quantify program outcomes• Advised and supportively redirected military-affiliated learners across all global and remote NU campuses as they seek resources for career planning and exploration, experiential learning, professional network management, application material optimization, career-relevant interpersonal skills, best practices in military-to-civilian transitions, and supplementary resource access• Employed administrative expertise, organizational skills, and efficient use of student needs data to coordinate hybrid workshops, community events, and other career development opportunities for the military-affiliated community at Northeastern and beyond• Cultivated strong employer partner relationships with over 30 military-friendly companies and counting by referring military student talent to open positions and giving company representatives opportunities to deliver field-specific content that promotes their organization and line of work

• Showcased creativity, tolerance for high pressure environments, an aptitude for multitasking, and strong attention to detail to oversee collaborative case management services to 80 individuals receiving mental health care, acting as the lead caseworker for 12-15 clients at a time• Consulted with clients on financial, mental, and physical health and well-being initiatives, including budgeting, appointment access, service transitions, and exercise regimens• Co-created annual treatment plans with clients that promoted self-identified metrics for increased independence, person-centered goal setting, and community integration• Served as the point person for employment-related development by helping clients enroll in job skills trainings, network with past and current colleagues, and participate in hands-on career development activities such as mock interviews and job shadowing• Strengthened partnerships with a dynamic list of local employers from the hospitality, food, health, retail, and customer service sectors to expedite application reviews for PACT clients, increase awareness of accommodations and other disability resources, and initiate a lasting referral pipeline

• Managed full-cycle recruitment for entry-level and mid-level positions across over 10 departments using ApplicantPro applicant tracking system (ATS) and UKG Pro (HCM) • Organized all scheduling and communication associated with the departmental calendar for phone screens, interviews, onboarding meetings, exit interviews, employee engagement events, and outreach obligations• Directed the company’s diverse hiring outreach strategy by initiating and sustaining relationships with 65+ community partners via informational interviews, innovating joint projects, serving on career panels, advocating for candidate referrals, and offering concierge application assistance to jobseekers• Identified underrepresented populations within the company and addressed gaps through targeted hiring fairs, joint innovation efforts with other organizations, and the planning of Museum-sponsored events that bolstered community connectivity and promoted inclusion of individuals who experience barriers to employment • Exhibited the ability to follow complex administrative guidelines to achieve Affirmative Action compliance by receiving federal approval for biannual reports on applicant demographic data

• Recruited, managed, and coached approximately 450 volunteers to effectively mentor 1,200-1,300 students in reading • Collaboratively delivered over 20 intensive volunteer training sessions to support new mentors’ readiness, engagement, and retention • Governed strategic relationships with teachers and administration at 30+ partner schools • Co-created and facilitated over 15 recurring skills-based workshops for volunteers’ professional development• Monitored and maintained former, current, and prospective volunteer records using DonorPerfect database tool to guarantee accurate data

• Supervised and mentored a team of approximately 16 educators, customer service representatives, cashiers, and volunteers • Mobilized community education partnerships with local organizations during the Science, Technology, Engineering, Art, and Mathematics (STEAM) Sundays summer initiative • Pioneered a more user-friendly approach to team readiness by crafting and launching a modern, accessible, and practical training guide for staff members • Researched and implemented interactive peer reviewed children's science and art activities to facilitate family learning • Led the logistical coordination of field trip groups, daily educational demonstrations, and general museum operations – including emergency and crisis management

• Applied strong sales acumen to successfully generate profit from museum memberships, special passes, birthday party packages, and featured community partner resources • Specialized in individualized customer service by meeting each family where they were to deliver relevant, accessible, fun, and educational content in science, technology, engineering, art, and mathematics.