-Top 20% accepted in KindWork’s Customer Experience Fellowship, a 250-hour intensive course covering both professional and technical skills-Strengthened fundamental professional abilities, including giving and receiving feedback, handling challenging customers, and effective workplace communication for in-person and remote work-Achieved credentials in HIPA compliance for business associates, Zendesk Omnichannel Agent certification-Technical skills learned: Zendesk, Intercom, Slack, macOS, Google Suite including Docs, Sheets, and Slides

-Provided excellent customer service & security procedures to 400+ passengers per hour at our high-traffic security entry-checkpoint -Supported the TSA management team in training new officers in FIS & entry checkpoint operations & SCS, decreasing overall customer wait time in the security queue-Collaborated with IT to improve the security of TSA’s network

-Efficiently managed and maintained accurate customer account records, ensuring the smooth processing of credit card applications and financial documentation.-Played a pivotal role in the successful onboarding, training, and education of 15 new hires during Q4 2021.-Provided exceptional customer service at the point of sale, assisting an average of 75+ customers per hour in an NYC flagship environment.

-Exemplified exceptional customer service at POS to 60+ customers per hour at our peak hours multiple times a day -Enhanced employee training, conducted training sessions on effective & efficient customer service & sales-Demonstrated an empathetic and customer-first mindset to address and rapidly solve customer concerns

Assisting with administrative tasks, such as data entry, filing, and schedulingConducting research or gathering information for projectsParticipating in team meetings and contributing to discussionsAssisting with the development and implementation of project plansShadowing experienced employees and learning about different roles and responsibilities within the bankAttending training sessions or workshops to learn about the financial industry and HSBC's products and services

Collecting and organizing data from various sourcesUsing data visualization tools to create charts, graphs, and other visuals that help to convey the insights derived from the dataAnalyzing data using statistical techniques to identify trends, patterns, and relationshipsWorking with business teams to understand their data needs and providing recommendations based on your analysesCommunicating your findings to stakeholders in a clear and concise manner