Middle Tennessee State University (MTSU)

Advisor- College of Basic and Applied Sciences

boodleAI

•Developed and implemented an automated, repeatable process for monthly AI Donor Prospecting Services leading to a stabilization of the service. 

•Created, curated, and distributed a comprehensive daily newsletter highlighting the latest developments in AI, GPT, and LLMs, attracting a significant subscriber base of 324 individuals in just one week.

•Guided clients through the customer lifecycle with an emphasis on onboarding to lead to successful adoption and implementation and establish myself as a trusted adviser in the process through Kick off and Strategy meetings building trust and rapport. 

•Developed case studies, client training materials, and foundational changes to customer facing and internal processes. 

•Collaborated with cross functional teams including Sales, Product, and Marketing, to address trends in customer concerns, improve customer health and minimize churn risk.

•Applied diligent Quality Assurance practices to meticulously evaluate and validate the responses generated by a GPT-based platform against a predetermined set of prompts, ensuring the accuracy and reliability of the system's output.

Customer Success Manager

Rutherford County Schools

Communicated effectively with a diverse population of 200 students and their parents as well as other stakeholders with tact and attention to detail. 

Collaborated with four teachers to develop English unit and lesson plans resulting in a 40% increase of mastery on End of Course Assessment. 

Coordinate with the Testing Coordinator and fellow teachers to gather and interpret testing data resulting in understanding of trends in student achievement and overall improvement.

Develop and maintain relationships with students, parents, and other stakeholders resulting in improved educational and social outcomes for students.

Coordinated with students, parents, and Guidance Counselors to develop success plans for students.

English Teacher

Project Management

As a yearbook adviser (2019-2020) I project managed the school’s yearbook from start to finish. 

Establish roles for all team members

Determine timeline and establish milestones

Marketing and book sales

Develop and execute distribution plan

Maintain contact with all vendors and customers

Stay at Home Mom

I took 5 years off to spend with our son.

Stay-at-Home Mom

Emdeon

Developed and implemented customer service call center training modules for 200 + new hires and current employees resulting in higher levels of retention of staff.


Collaborated with two call center managers and six team leads to create best practices that led to increased customer satisfaction and decreased wait times for clients. 


Implemented call center best practices training and evaluation with 200+ call center representatives resulting in a decrease in repeat contacts regarding the same issue. 


Facilitated 1:1 meetings with call center representatives regarding performance. This led to a better relationship between the Training Department and the call center representatives

Corporate Trainer

MAXIMUS

Provided training for all new hires for the call center. 

Evaluated trainees and current call center reps to improve customer satisfaction and lower wait times.

Collaborated with trainers, call center managers, and leads to develop and implement call center best practices to be utilized across all teams resulting in a standard experience for every call. 

Increased satisfaction among stakeholders  and lowered the chance of repeat contacts by implementing best practices across all teams. 

Ensured all call center reps maintained client privacy according to contract with State of Tennessee

I am a passionate and dedicated educator and Academic Advisor. My mission is to help students achieve their academic and professional goals through personalized guidance, support, and learning. I have a master's degree in curriculum and instruction, and I’m currently working toward my Ed.D. in Higher Education.

As an advisor at the College of Basic and Applied Sciences at MTSU, I provide academic and career counseling to students, and collaborate with faculty and staff to enhance student success and retention. 

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