• Build and maintains a trusting relationship with key client stakeholders to provide a sense of confidence in CVS teams and processes, best understand client needs, and have a foundation for honest feedback• Provide operational support including case management, data analytics, and product maintenance for all lines of business: Commercial, Exchange, Medicaid, and Medicare – currently for a client with approximately 2.6 billion in gross drug spend• Lead issue management and resolution initiatives such as faulty programs, incorrect benefit design, and invoice reimbursements. Created a standardized process for issue management and coached internal peers on implementation of this process. • Conduct on-site visits with client executive leadership emphasizing go-live preparedness, process improvement, and continuous feedback for retention• Project manage several complex implementations, including IT system enhancements, client rebrands, client expansion into Medicare lines of business, and acquisition of over 150,000 new Medicaid patients• Present proposals to internal executive teams to ensure resource allocation to outstanding client escalations• Prepare and execute a weekly account management training series with emphasis on upcoming regulatory changes, in-house reporting tool functionalities, career development, and more• Review and provide final approval on client reimbursement for CVS caused issues across Health Plan book-of-business • Provide mentorship to a cohort of account managers in their first year of the role• Awarded “Outstanding Performer for 2023-2024” by Account Management executive leadership

• Managed the first implementation of a new (Spring 2022) customer relationship management software ahead of all other functional areas in the University of Houston System -- Developed software utilization standards in alignment with existing business practices -- Success was highlighted by partner offices benchmarking their implementation using our trainings and process flows• University of Houston: Planned and facilitated 300+ attendee professional development conference for Student Affairs and Enrollment Services professionals across 4 University of Houston system campuses -- Collaborated with system vice chancellors to develop and integrate learning outcomes into conference curriculum -- Recruited and coached 30+ conference presenters in alignment with learning outcomes• Directly supervise 50+ part-time staff and indirectly manage parallel teams, including employee selection, onboarding, and performance review-- Restructured recruitment, selection, and onboarding processes in alignment with organization values-- Planned and facilitated training retreats with an emphasis on purpose-driven actions-- Successfully proposed and coordinated an organization restructure, including a progressive compensation plan, to better engage employee• Utilize custom assessment tools to provide data-driven recommendations to senior leadership to influence business practices and budget allocation - connected recruitment yield data to participation measures to improve data representation in future cycles • Create and maintain process documentation, project files, and data reporting

• Directly supervised staff through training, one-on-one supervision meetings, and performance evaluation• Managed the recruitment and selection process for undergraduate interns, resident assistants, and desk staff• Collaborated with university leadership to design and implement educational approach for 7,000+ students• Provided immediate response to crisis situations for residential area housing 4,000+ students

• Assisted in the logistics and execution of a 2-week Orientation Leader Training for 35 student employees• Coordinated with residence life officials to design and facilitate a process for providing housing to orientees• Developed and managed online resources including a Guidebook application and webpage

• Managed $13,000 budget for student programming• Advised residence hall counsel responsible for programming for community of 1900 residents• Adjudicated conduct hearings for students in violation of residence hall policies• Planned and facilitated staff training for 180 Resident Assistants as member of the Student Staff Training Committee• Supervised a marketing internship for 3 undergraduate students including recruitment, training, and supervision• Supervised front desk staff team of 40 undergraduate students including training and operations management• Triaged community concerns for a residential facility housing 1800 undergraduate students• Collaborated in the creation and implementation of a campus-wide residential curriculum • Co-supervised 38 resident assistants through additional training, meeting facilitation, and advising

• Served as operational leader for customer service team to prepare K-12 educators to implement diagnostic and assessment software in classrooms• Implemented proactive communications to ensure client success and satisfaction by triaging needs to appropriate teams• Produced a variety of Salesforce reports, manipulated data exports in Excel, and provided recommendations and updates to leadership based on data trends• Collaborated with Sales, Professional Services, and Account Management teams to best serve customers

• Created wide preparation programs including resume writing and job searching• Presented professional development training to undergraduate classes and student organizations

• Building an inclusive community devoted to academic, personal, and social successes• Managing a floor of diverse undergraduate students, including administrative and advisory duties• Coordinating volunteer, leadership, and educational opportunities for 550+ residents in the community• Confronting negative behavior, assisting in emergency situations, documenting policy violations Student Staff Orientation Committee Member:• Served as the only student staff member on the Student Staff Orientation Committee• Prepared and facilitated 2 training sessions for Spring 2016 - How to Advise Residence Hall Leadership; What is Social Justice?• Co-Authored a 90 page training manual for student advising

Working within a committee of students and professional staff to plan and facilitate the Iowa State People to People Career Fair.• Recruiting 33 student ambassadors during preparation for the spring career fair• Planning and facilitating two training sessions per semester for student ambassadors• Managing ambassadors to ensure positive experiences for students and employers

• Implemented experimental procedure on human subjects for current studies on learning and memory• Formatted, coded, and evaluated data using Microsoft Excel and Statistical Package for Social Sciences• Created an 18-page training manual for research assistants’ use of Excel functions

• Represent University Honors Program during admissions visits• Contributing to administrative portions of honors program admissions• Facilitating honors program events including Fall Retreat

• Created syllabus for semester-long orientation seminar• Facilitated lesson plans for class of 13 students• Acted as liaison between students and Honors staff • Retreat Committee Member: planned and facilitated 2014 Honors Retreat