As their Custom Experience Coordinator, I collaborated with with executive level stakeholders to support and uphold a seamless, customer-centric approach during a critical period of their Executive Director’s exit while continuing to advocate and represent Inclusive Collectives core values throughout all stakeholder and community member conversations. For their annual fundraiser campaign, I led and achieved remarkable success in boosting sales engagement by 15% to new and present stakeholders in one month using Neon One. In this role, I developed a new systems process that helped the executive leadership team increase and maintain their employee engagement level by up to 40% during the interim period.

My vision was to support the 6+ team members by effectively managing cross-functional projects while launching an in-person conference to virtual conference within a 1 month timeframe. This role combined managing various customer success and user acquisition pipelines while simultaneously directing conference-specific issues to project leads: Programming, Marketing, Sales and Hospitality. Included developing relationships with ambassador team members to increase engagement with clear call to action converts for annual conference participation.“Over the past few months, our team has expanded. In that time, the wonderful Monica Tzeng joined in navigating the ins and outs of our rapidly growing organization and project-managing essential functions—all of this in a short, wildly busy period of time. While we knew her time on staff was temporary, she has been an integral and beloved part of our team. She has stewarded our work and mission with great care, helping facilitate a virtual Conference experience and empowering the team, setting us up for success in the future. We couldn't be more grateful to or for her!”

During COVID-19, I addressed and mediated escalated emotional and cultural needs using a diverse range of facilitation skills, crisis intervention techniques, and interfaith advocacy with staff and clients across 4 different hospitals in Chicago in various hospital units: Level 1 & Level II Trauma center, Cardiovascular Care Center, Psych ward, ICU, NICU.In this role, I managed and collected data of up to 40+ client feedback cycles daily to ensure continuous communications processes, facilitation of interpersonal issues, and resolution, with status updates and record logs for all clients through CAPE. I developed relationships for 150+ select key partners in the local and regional meetings to represent and facilitate between stakeholders and partners, while adhering to Northshore System protocols with customer care assessments, call logs, and CAPE procedures. Receiving an increase of 60% staff satisfaction and engagement. Recognized by Executive Department staff for promotion.