- Act as a digital subject matter expert with a full understanding of existing pain points, features, and the value driven for our customers- Identify actionable market insights for future customer centric enhancements through customer feedback and developing sizing visualizations in Quantum Metric- Deliver effective presentations of findings and recommendations to multiple levels of leadership by creating visual displays of quantitative information- Collaborate with Product Management, Analytics, and IT teams to create business cases supporting product enhancement recommendations- Proactively identify issues from a customer perspective through analytics and voice of customer tools to improve digital experience

-Onboarded and guided participants with varying levels of technological comfort via Zoom and instructed them on how to download and configure a variety of apps needed to complete the research project -Downloaded, managed, and troubleshooted upwards of 300 data files for various participants while maintaining organization

-Answered a high volume of inbound calls from prospective students and their families at the Office of Undergraduate Admission in a professional and empathetic manner to provide guidance on the admissions process-Act as an escalation point for customer issues raised, handing off to the proper teams for follow-up and resolutions-Performed data-entry of prospective student information into Slate database and handled undergraduate applicant materials

-Coordinated recruitment of research study participants through email, Facebook, Craigslist, Reddit, and LinkedIn -Contributed to a study on workplace negotiations through responding to participant inquiries, troubleshooting, managing survey data, and recruiting participants-Compiled research data for presentations to be read by an audience of 4000 people at the SIOP (The Society for Industrial and Organizational Psychology) Annual Convention -Supported a project concerning resilience to racial microaggressions at work through recruitment of 400 participants and survey data organizing and cleaning-Facilitated lab discussion of peer-reviewed research articles during weekly meetings

-Designed and conducted a qualitative study of operators in Sysco’s operator panel by creating a discussion guide and executing seven video interviews to identify pain points and further the understanding of the new customer experience-Synthesized qualitative and quantitative research findings to advise business telling through storytelling via an end of summer presentation to a panel of 20+ managers and executives at Sysco-Created graphs and conducted analysis to be included in market update slide decks

-Planned and executed creative social media campaigns that consistently garnered a minimum of 30% more interest from college residentsthan other campaigns to increase visibility for events to safely service 150+ people during COVID-19-Screened and pitched ideas generated by fellow PHAs that required monetary investment to 6 stakeholders in the residential college-Developed and implemented solutions to current health issues in the college by holding weekly strategic meetings-Disseminated information relevant to public health guidelines on Facebook and email, as well as served as an educational resource formembers of the residential college

-Led 7-member team responsible for preparing and fulfilling customer orders in a fast paced, client-facing environment-Mentored new employees on the responsibilities pertinent to maintaining and increasing the franchise’s success-Provided on-the-spot problem solving, client service, multitasking, and time management-Implemented and enforced practices to increase daily profit