- Oversaw a department of 400+ as a team captain, providing guidance, support, and mentorship to ensure team cohesion and productivity while clearing over 1000 escalations cases from customers of a multi-billion-dollar tech company, collaborating with cross-functional teams to resolve issues efficiently and effectively to maintain customer satisfaction.- Facilitated regular training sessions for team members to enhance their skills and knowledge, ensuring readiness to handle customer escalations and fraudulent cases while maintaining detailed records of escalations and resolutions, providing insights and recommendations for process improvement for new employees.- Demonstrated strong problem-solving and analytical skills to diagnose and troubleshoot intricate technical problems, identifying root causes and effectively explaining complex technical information to both internal and external customers, maintaining a positive professional demeanor under pressure and building trust with clients during challenging interactions.

- Developed and delivered captivating World History courses for undergraduate students, fostering critical thinking and historical analysis skills through diverse teaching methods like lectures, discussions, simulations, and primary source analysis.

- Managed and delivered engaging lectures of World Civilizations and US/World History to audiences of 200+ students and faculty, utilizing effective communication and presentation skills to engage and educate while cultivating a dynamic learning environment of interactivity and intellectual curiosity.- Conducted extensive historical research, analyzing 500+ primary and secondary sources and sharpening critical thinking and analytical skills through in-depth source evaluation, identifying bias, interpreting data, and drawing well-supported historical conclusions to share perspective through academic pursuits and settings.

- Developed and implemented efficient processes for coupon tracking, reconciliation, and reporting, emphasizing account development on in-store coupon status while streamlining workflow and minimizing data errors.- Analyzed coupon usage and redemption trends to identify opportunities for cost savings and process improvements and conducted audits of coupon transactions and documentation to ensure compliance with internal controls and external regulations, preparing financial reports related to coupon activities to present to management.