Single-threaded owner for AWS Training & Certification customer service. Collaborate with a global customer service team and provide resources and adjustments to improve customer experience, reduce case volume, and provide up to date information on the business. Work with business stake holders to review and address their customer service needs and onboard/transition support from subject matter experts to customer service team.

I owned the rhythm of the business operations (budget, operational planning, leadership status updates, etc.) for the AWS Certification team. I also managed AWS Certification presence at events (Summits and re:Invent). I strived to improve the candidate experience by understanding the full picture of their journey through our systems and interactions with third party vendors. I worked closely with our customer service team to ensure they had all of the necessary resources to answer AWS Certification candidate questions and concerns throughout their journey.

Managed the Certification team budget. Reconciled voucher use across two test delivery vendors. Worked closely with fellow team members to ensure customer service cases are resolved in a timely manner. Assisted with certification events. Documented policies and procedures for Certification team.

Served as product owner for four technical projects including integration with a 3rd party vendor. Worked closely with an IT team to ensure projects are on track, high quality, and meet the needs of examinees and business users. Coordinated operational needs such as call center training/partnership. Update policies and procedures based on new test delivery vendor specifics and decisions.

Worked closely with the test administration vendor, Prometric, to ensure policies and procedures are followed and lead to positive testing experiences for our examinees. Managed any necessary displacements leading up to and on test days. Acted as a liaison between Prometric and AAMC on test days. Coordinated weekly and quarterly meetings between Prometric and MCAT staff. Managed the MCAT Administration Specialist position. Managed administration aspects of the MCAT Security department including test center concerns. Maintained an open line of communication between the MCAT business unit and the AAMC Services Contact Center. Handled escalations and policy questions as necessary. Coordinated necessary trainings for Contact Center staff and develop effective procedures and useful templates to be used in phone calls and email responses.Promoted from Supervisor to Manager in December 2016.

Oversaw and implemented communication to applicants throughout the application process (prospect, applicant, admit, enrollee). Spearheaded social media strategy through Facebook, Twitter, Pinterest, and a blog. Owned implementation of online brochure with CustomViewBook. Processed applications by reviewing materials and ranking necessary qualities. Coordinated the faculty review of applications and input final decisions. Represented the Elliott School at numerous graduate school fairs around the country. Organized campus visits with career services and academic departments. Assisted in devising a budget for recruitment and advertising purposes. Collected data from a variety of sources to calculate return on investment, new markets, quality statistics and other purposes.

Oversaw special recruiting efforts for Army Foreign Area Officers and international students. Coordinated visa requests for incoming international students. Represented the Elliott School at numerous graduate school fairs around the country and during twice weekly in office information sessions. Supervised and trained student office assistants including. Organized two prospective student open houses per year. Reviewed applications for fellowships and admission. Oversaw transition to Hobsons’ App Review system. Handled escalated customer service concerns and questions. Oversaw social media accounts on Facebook and Wordpress. Organized and implemented online programming.

Assisted in processing 2,000+ applications. Communicated with applicants over phone, email, and in person. Handled all deferral requests. Processed incoming checks. Organized office calendar for travel, meetings, etc. Organized existing system templates/queries. Processed international students’ documentation for visa requests/I-20s. Assisted with implementing open houses.

Critically read and make decisions on 700+ applications for the incoming freshman class.

Handled customer service escalations from calls or emails. Responded to member concerns. Processed check and credit card donations from foundations, major donors, etc. Assisted with creating/updating training documentation for call center and email representatives. Assisted with transition of fulfillment materials.