Student Consultant – Georgetown Global Business Experience January 2022– April 2022- Innovation/Creativity: Authored quality assurance scorecard that identifies root causes of negative customer perceptions and improves customer satisfaction ratings; scorecard has been adopted into company training program

- Brand Awareness: Created a compelling narrative using data to highlight firm’s scalable innovation in winning submission for Reuters Responsible Business Awards’ highly competitive Product or Service Innovation category- Market Research: Analyzed industry and competitors’ green metrics and guided management to key metric goals that will serve as benchmarks for company to stand as industry leader

- Digital Marketing: Led development of a monthly marketing newsletter that was sent to 100s of client and leads, using original content to attract attention of readers; leveraged social media to market various properties.- Business Development: Negotiated 50+ residential real estate contracts totaling approximately $10M in sales; generated $33,000 annual passive revenue, $250,000 equity through acquisition of investment properties.

- Team Leadership: Led operations of customer service department staffing 5-12 representatives/team leads responsible for handling inquiries/complaints for 1,000+ US branch locations.- Client Relationship Management: Revamped customer service process to address issues arising from unresolved complaints; strengthened relationships with customers while decreasing workload for non-operations departments.- Strategic Thinking: Oversaw department transition following corporate merger; strategically downsized staff, decreasing payroll expense by $150,000+ per year without compromising department’s productivity.- Data Analytics: Leveraged large data sets to track key performance indicators, analyze trends, and investigate causes of potential issues; analysis led to improved quality of consumer service and reduced potential legal risks.- Project Management: Spearheaded project to design customer service tracking system which served as company’s official record of customer inquiries; managed project scope, timeline and ensured quality and on-time deliverables.- Consumer Insights: Transformed customer complaint reporting system to more accurately provide root cause and resolution of complaints for over 1,000 US retail locations; improved data accuracy allowed operations management to better anticipate customer needs and target employee training.

- Quality Control: Managed call center monitoring program for up to 75 customer service representatives; supervised staff of two quality assurance agents.- Innovation/Creativity: Streamlined quality assurance process to more efficiently evaluate employee performance and maintain compliance with applicable laws by adjusting scoring criteria and creating reporting system.

- Cross-Functional Collaboration: Overhauled company’s operations training program; partnered with staff and management to develop new training material and facilitated in-person classes to ensure program’s success.- Training: Mentored operations staff; issued guidance on performance improvement and career growth goals and provided coaching and support to those needed assistance.

- Consumer Analytics & Strategy: Identified opportunities to grow small-dollar loan portfolio in new geographical region by analyzing consumer behavior and trends, resulting in a $1M+ increase to portfolio.- Process Improvement: Led location openings by building system designed to anticipate potential delays and make best use of time; headed project tasked with opening approximately 10 locations within two-month deadline.