I fill book requests for individuals in prison. Tasks include mail sorting, verifying, book sorting and shelving, reading letters and choosing appropriate books, checking restrictions, invoicing/writing a personal note, packing books, quality control, label printing and stamping, scanning and transcribing. I also train new volunteers, answer questions and problem solve.

Worked directly with high profile clients to meet their custom reporting needs. Collaborated with software developers, Client Relations, Implementations, and other internal parties to investigate our ability to meet client reporting needs and propose system enhancements. Created and maintained an auditing process to review overall data and ensure accuracy. Completed testing of all monthly reports and reported coding errors and discrepancies. Created documentation and training materials for the launch of new reporting capabilities and conducted training calls for field staff.

Worked with the Client Relations team and clients to address their standard and ad-hoc reporting needs around operational and business case metrics. Delivered reports that were complete, accurate, and on time. Developed and maintained expert knowledge of Bright Horizons proprietary management information system for reporting including all data points and metrics tracked within the system. Managed the Client Reporting Help Desk by responding to questions, resolving issues, and completing reporting requests in a timely manner.

Provided initial and ongoing training, supervised interns and part-time staff. Managed escalated cases and enforced compliance with the State Department regulations. Generated reports and maintained daily, weekly, and annual statistics. Coordinated international and domestic transportation, managed projections for flight group space, and approved over budget flights. Managed SEVIS (Student and Exchange Visitor Information System) acting as Alternate Responsible Officer - updated participants' information in the system, distributed updated visa forms, wrote visa appeal letters, and assisted with Social Security and DMV issues.

Provided excellent customer service to au-pairs, host families, and field staff while managing a high volume of phone calls and emails. Liaised between US-based staff and world wide recruitment offices. Evaluated suitability of au-pair applicants in coordination with government regulations. Created and distributed resources regarding travel restrictions, arrival and departure flights, deposits, and insurance.

Worked directly with host families to find suitable applicants that matched their needs. Managed the pool of available au-pairs to maximize successful placements.

Conducted interviews and verified references. Provided initial program orientation and ongoing support to au-pairs and host families throughout their placement. Held monthly social/informational meetings and community events. Mediated conflicts between program participants while enforcing State Department regulations.