• Serves as servant leader while providing direct coaching, training, and support for 4 managers and oversees the program implementation for 5 schools• Removes impediments that managers may experience during program implementation• Creates a culture of feedback amongst the Manager team to increase team collaboration and trust• Serves as the second data and analytics point (2021-23) for the site and on the Site Leadership Team • Collaborates in strategic planning aimed at assessing progress against goals related to people, budget, and operations• Introduced Scrum Pillars and Values to Manager team• Guides Manager team towards self-organization to adopt an agile mindset and practices• Monitor Manager team health by managing the implementation of improvement suggested during department meetings• Collaborates with 4 other departments when planning site events and projects• Increased Dallas AmeriCorps Members satisfaction to be 7% higher than the company average in Q3 of 2021-22 service year• Leads virtual and in-person trainings for over 80 AmeriCorps Members on application use, social emotional learning, and relationship building • Leads committee in charge of enhancing the experience and retention of AmeriCorps Members• Participates in Site Advancement Planning using data to identify and plan site priorities for the upcoming 3 years• Develops and facilitates professional development for Manager team of 9• Helps resolve challenges with Microsoft Teams and Zoom meetings• Created End of Year Manager Portfolio Review Process to assess program implementation effectiveness

• Managed the educational partnership between City Year Dallas and two partner schools while supporting the professional and personal development of 19 AmeriCorps Members• Protected the team from outside requests that redirected their focus• Removed impediments that AmeriCorps Members experienced during their service year• Conducted daily stand-ups where team members inspected progress towards team goals, spoke about items they would work on that day, and what support they needed from the rest of the team • Created a culture of feedback amongst the team to increase team collaboration and trust• Utilized MURAL to organize debrief meetings that allowed the team to assess how well they worked together after an event or project and what should be adjusted for the next event or project• Led virtual trainings and workshops for over 80 AmeriCorps Members on social emotional learning, project planning, and development• Served as Learning and Development Coordinator for individuals who are serving a second year in the program• Managed data systems and analysis on program effectiveness, student academic growth, AmeriCorps Member skills, and areas for opportunity and improvement• Coached AmeriCorps Members on goal setting, professionalism, personal organization, and exploring opportunities after service completion using a Program Management Process• Led team building exercises and conducts coaching sessions to consistently monitor team morale and strengthen relationships amongst AmeriCorps Members• Led committee dedicated to enhancing the AmeriCorps Member experience and developing a strong culture• Member of committee in charge of strengthening the Recruiting and Admissions efforts as well as AmeriCorps Member retention

• Managed multiple email accounts, sending 200+ outgoing emails per day to field customer and third-party requests • Provided customer and internal support, via email, regarding a wide range of issues• Assisted teammates with difficult and escalated matters by offering solutions to ensure customer satisfaction • Served as a point of contact for escalated and rush requests from internal and external clients• Handled incoming calls on a personal line for high value borrowers • Collaborated with various departments within Commercial Mortgage Servicing to provide additional support to borrowers • Provided coaching for offshore team in India focusing on developing a self-organizing team using inspection and adaptation• Served as Tester/QA on Audit Confirmation software migration project, using JIRA• Participated in the interview and hiring process

• Provides customer support, via email, regarding a wide range of inquiries• Assists teammates on difficult calls by offering guidance and solutions to ensure customer satisfaction• Trains new hires on systems and processes

• Advise customers by providing services in account management, operations, documentation, customer service, and technical support• Communicates with various individuals in helping them understand all servicing aspects of Commercial Mortgage loans• Helps to resolve time sensitive customer issues while exhibiting excellent customer service skills• Train new hires on systems and processes• Manages multiple email accounts to field customer and third party requests

Managed the partnership between City Year Miami and Booker T. Washington Senior High School while supporting the professional and personal development of a diverse team of 25 AmeriCorps Members. Ensured the successful implementation of the City Year service model in addition to aligning goals with the school. Collected, input, and analyzed data of 500 students around attendance, behavior, and course performance in Reading, Language Arts, and Math. Collaborated with external partners within the Diplomas Now partnership to implement and modify individualized student intervention plans.

Managed, trained, and supervised a diverse team of 13 AmeriCorps Members in an under-resourced urban high school. Collected and input data of 460 students for attendance, behavior, and course performance in Reading, Language Arts, and Math. Collaborated with external partners within the Diplomas Now partnership to implement and modify individualized student intervention plans.

Served full-time as a mentor, role model, and tutor in a low-performing, urban public high school. Provided targeted reading interventions to a 93 at-risk students performing below grade level. Organized and led after-school enrichment activities.