• Manager of Internal Training team’s workforce planning, forecasting, scheduling, and real-time management to meet service level agreements (SLAs).•Built cross-functional scheduling automation to optimize workflows related to scheduling and trend reporting•Developed data models, algorithms, and dashboards to collect insights related to scheduling, workforce management, and program evaluation through software such as Genesys Cloud, Zendesk, Salesforce, etc.•Collaborated with directors to run stakeholder interviews for internal positions•Coordinated User Acceptance Testing (UAT) for Genesys software launch to ensure all technical elements were functional for application

•Performs vital training operations for the Internal Training team, including trainee cohort maintenance, schedule development, maintaining data integrity, feedback analysis, questionnaire development, program changes, and transforming complex data into actionable and clear insights.•Served as the primary analyst and data auditor for the Internal Training team’s large-scale program evaluation to measure the outcome of various training elements, including module evaluation, updated assessment efficacy, and retention improvement strategies.•Developed 15+ questionnaires based on data analytics, trend discovery, statistical application, and metric reporting related to primary feedback data. This was done to assist the team in implementing data-informed decisions and iterations to present team initiatives. In collaboration with a UX Researcher, valuable insights were collected and adapted to develop meaningful surveys to ensure future viable analysis.• Optimized departmental workflows by automating recurring tasks through my understanding of computer programming languages (SQL, Excel VBA), increasing weekly productivity by 35%.•Coordinates operations through the utilization of team organization tools, including Asana, Humanity, Litmos, Salesforce, and Spreadsheets. Uses and develops knowledge of SQL language to optimize workflow and produce quicker results when analyzing over 29,000+ pieces of feedback data.•Report building and dashboard maintenance activities in order to track progress, evaluate data, drive insights, and drive decision making.•Created monthly, quarterly, and fiscal-year schedules for 20+ colleagues to run synchronous role-plays in Humanity based on shift-times analysis, projected need, and staff capacity.

Performance Manager.º Analyzed customer data to identify trends and implement targeted outreach campaigns; increasedbook-drive contributions, bringing our specific location to rank #1 in the countryº Effectively utilized customer engagement strategies and provided feedback based on performance-related data analytics while practicing and upholding company standards. º Delegated tasks for 20 team members based on analyzed data through Salesforce reports in order to serve 100+ customers per day.

Responsible for directly influencing the success of the company by assisting the store General Manager in executing store operations. A key part of the role is was leading between 15-20 associates and delegating tasks so that the company values and missions were achieved and maintained for both associates and customers. Food safety and customer service standards were also upheld when engaging with 50+ customers and 100+ orders per day.

Served as a teaching assistant for the following courses: º Tests and Measurements (2nd course of the Research Methodology and Data Analysis Track) º Writing for Psychology (Entry-level Psychology focused writing-intensive course)º Assisted both the professor and between 20-30 students of each course through tutoring, leading class discussions and grading assignments. º Demonstrated necessary skills to assist students in interpreting/creating literature reviews, conducting research, and developing reports based on Psychology standards and IRB approval. º Delivered feedback to students based on research and analyses conducted.

º Achieved employee of the month status for two consecutive months by achieving top-sales numbers through use of successful marketing strategies and a developed understanding of the company's key results (KRs). º Responsible for creating a positive member experience through exceptional customer service to members, prospects, and guests. º Contributed to all revenue-generating goals, including assisting managers to complete outgoing sales calls & generate memberships through customer service skills and sales knowledge.

º Assisted with the organization and filing of 2000+ pieces of classified police documentation. º Responsible for updating and uploading data to databases based on indicated case-record criteria.º Engaged in investigation through assistance with litigation activities, claim intake, and legal research by developing data organization methods within classified databases.º Supported department workflows and transition process during a merger