Aileen Smith Email & Phone Number

Lehi, Utah, United States

- Hire, train, develop and manage team of 1 - 2 Analysts responsible for primary collection and analysis of VOC and operational data- Manage the Qualtrics relationship and coordinate the negotiation and execution of contract renewals- Utilize customer feedback and interaction data to inform and help drive self-service product development- Develop and maintain project metrics including self-service and operational excellence improvements

Lehi, Utah, United States

- Utilized customer feedback to understand member and client pain points. Worked cross functionally using this data to lead projects to improve member and client experiences.- Developed and maintained multiple survey programs across the organization via Qualtrics.- Leveraged data and insights to define priorities and operational change.- Developed and maintained Looker and Zendesk Explore dashboard to highlight performance.- Utilized statistical analysis to identify key drivers of performance.

- Manage a dedicated team of 10 Member Advocates servicing priority clients- Analyze individual and team data through dashboards, reports and quality assessments to identify areas of opportunity and strength- Work cross departmentally to raise trends and improve the member experience - Handle escalations with empathy, care, and attention

San Francisco, California, United States

- Managed a team of 6 - 16 Member Advocates in a fast paced, customer facing environment- Lead team-wide initiatives including recruitment, feedback cycles, and engagement- Worked cross-departmentally to improve workflows - Managed multiple projects and people while launching a new office location

San Francisco Bay Area

As a member advocate, I'm excited to help members/patients/employees better understand their healthcare options, billing, and plan information. Collective Health is transforming the way people experience health insurance. Learn more here: https://collectivehealth.com/about/

San Francisco, California

-Organize orientation for 200+ undergraduate students including coordinating pre-arrival communication, recruitment and training of 30 volunteer leaders, organize and implement events and activities-Act as first point of contact for current international students regarding non-academic resources on and off campus -Utilize various systems including Salesforce, Sitecore, JIRA, Formstack, Quizlet, -Foster interdepartmental collaboration to proactively address student concerns-Implemented Desk.com to address student issues, track student inquiries and report trends to departments

San Francisco

Stepped up as Acting Head of Student Services. Additional responsibilities include:-Main point of contact for departmental decisions and planning, work with global counterparts to maintain consistency-Manage team of 3 during period of change-Hire, train and manage 4 student employees; utilize salesforce reporting to deliver progress -Oversee student government including approving events and budget requests and planning fall term elections

Hult Lodge, Oakland, California

-Manage Resident Advisors including programming events and schedules-Develop policies and procedures pertaining to resident life, health, and safety-Define and implement critical incident procedures to maintain safety of residents at all times-Manage occupancy levels for current and inbound residents -Act as a liaison between the Hult San Francisco campus management team and Residence Team

San Francisco, California

-Act as first point of contact for current students regarding policies, procedures, and basic academic technologies -Utilize various information systems to best answer questions; log incoming questions using desk.com-Develop department's social media to proactively outreach to student body

San Francisco Bay Area

-Worked with international students for visa preparation.-Acted as a liaison between students and US visa policies, regulations, and requirements.-Communicated with students on a daily basis for document collection, interview preparation and general guidance throughout the visa process. -Hosted online webinars and created presentations via Prezi to explain the visa process.

Davis, Ca

Specifically designed as a six month contract position, this job included outreach, advising, project management, and administrative tasks.-Attended 23 outreach programs at community colleges and high schools across California: Communicated admissions policies and procedures, adapted recruiting techniques based on audience, utilized social media to connect with prospective students, -Enhanced customer service by efficiently answering questions and concerns of visitors and students.-Prepared files for appointments, petitions, and degree checks for 6 different counselors (approx. 40/day).-Updated and managed more than 5,000 files for current and graduating students.-Developed training for peer advisors to more effectively manage progress

Oak Park, Sacramento

-Utilized time management and accounting to oversee strict grant guidelines and meet deliverables.-Developed and implemented 17 nutrition education activities with 5 unique "community chefs". -Organized materials, event dates, outreach efforts, and planning sessions.

Department Of Human And Community Development

-Created study plans, analyzed transfer coursework, and updated files for approximately 300 current and prospective Community and Regional Development (CRD) students. -Provided general advising and support for Human and Community Development Department (approx. 900 students)-Organized "All Hands" meeting to create a space for current students to learn from CRD alumni, faculty, and staff. Developed and implemented outreach and evaluation. -Attended annual Preview and Decision Days to inform and advise students regarding CRD major.

Davis, Ca

-Advised potential pool of 5,300 students regarding majors, policies, and procedures.-Provided advising and resources to probationary students-Led 12 academic presentations in the residents halls -Completed projects as assigned including data analysis, outreach efforts, and recruiting.

Palo Alto Foothills

-Planned and led activities for 50 campers for each 2 week session.-Managed inventory of supplies and materials needed each week.-Oversaw 4 unique Junior counselors each session and provided feedback as necessary.-Utilized conflict resolution when necessary.

Bachelor Of Science, Community And Regional Development

Education record