Newsela

Acquisition of Formative led to this change in employer. My position and role did not change.

Senior Client Support Specialist

Formative

Established processes and procedures for best practices in customer support and education. 
Managed projects and initiatives for improvement of organizational effectiveness to include implementation of knowledge base, help desk and telephony tools and systems. 
Analyzed and presented reports on CS data to inform business decisions and product development. 
Owned the creation and maintenance of an external and internal knowledge base of 100+ articles designed to educate and improve users experience.
Spearheaded customer experience projects in the form of self-serve on-line training courses and community certification initiatives.  
Served as a liaison to development, product, marketing, rev ops, and finance, recognizing trends and optimizing customer experience. 
Provided timely response and resolution to customer inquiries across multiple communication channels.
Maintained Customer Satisfaction rating at >95% . 
Met and exceeded SLA of response and resolution

Established processes and workflows across departments in a high-growth startup. Owned over 30 requisitions across departments, including technical and executive roles, and successfully hired new team members to fill all within a 7 months time frame. Partnered with hiring managers to identify candidate profile, source, select and hire talent. Owned candidate experience as a point of contact, coordinated and scheduled over multiple calendars. Managed ATS (to include implementation of a new ATS system), provided detailed reports and maintained data flow and visibility for leadership and other stakeholders. Consulted management on internal communication and positioning of company restructure to employees across departments.

Recruitment Administrator

KinderPros

KinderPros is a free platform, connecting families of young children - from pregnancy to end of preschool, and beyond - with birthing, parenting, and childhood experts.

Co-Founder

PodSkool

A Decentralized Play-Based STEAM Focused School.
Developed an engaging and effective play-based and STEAM focused curriculum. Recruited, hired, trained and mentored faculty and staff in best practices for instruction. Oversaw development and implementation of quality educational programs across 20 sites. Prepared action plans to address concerns discovered via surveys, observations and conversations with stakeholders. Managed quality assurance program, including on-site evaluations, internal audits and customer surveys. Resolved problems, improved operations and provided exceptional client support to families and teachers alike.

Director Of Education

Higher Ground Education

Designed new recruiting and hiring processes to increase efficiency and minimize time lapse from application to hire. Led candidate interviews to assess fit for position.

Placement Coordinator

Wonderschool

Provided On-Site and Remote Customer Success and Mentoring services to 700 FCC programs and Child Care Centers nationwide, evaluated clients performance to identify areas for growth, and created Group and Individualized professional development plans. Led and trained quality, customer success, and operations team members to maintain consistency in process and response; to enhance productivity; to promote positive customer experience; and to reach team and company goals. Developed workflow processes, by monitoring metrics and using actionable insights to improve efficiency and performance. Directly managed a team of 6
    
ECE Mentors. Documented customer interactions in a CRM system. Worked across teams to meet SLA of response and resolutions, as well as company goals. Quickly and accurately answered customer questions, suggested effective solutions and resolved issues, resulting in a consistent 98% customer satisfaction rating. Managed tasks under tight deadlines and constantly changing circumstances, in a fast paced Startup environment

Mentor Lead (Quality & Customer Success)

ECE Mentor (Quality)

California Early Education Mentor Program

Mentored and trained teachers and student-teachers of effective teaching techniques, classroom management strategies and behavior  modification, and provided information on State certification processes, QRIS systems, and NAEYC accreditation and guidelines. Established a positive, stimulating learning environment for students and an exciting education-focused setting for teachers. Modeled expected and appropriate leadership to teaching staff and administrative personnel positive interaction with students and families. Performed classroom evaluations to assess teacher strategies and effectiveness, including use of Environment Rating Systems (ECERS, ITERS, FCCERS, PAS, CLASS) and Development Assessment Tools (DRDP, ASQ). Monitored and evaluated educational programs to maintain high quality performance objectives and standards.

California Mentor Teacher

Temple Isaiah

Coached and mentored ECE students, new teachers, and existing teachers. Led a team of 4 co-teachers in creating and implementing developmentally appropriate curricula and ongoing learning experiences. Designed learning environments to meet and exceed nationally recognized environment rating standards. Evaluated and documented children’s progress on developmental domains and academic achievements. Collaborated with families and caregivers, as well as other professionals, to maintain an open communication channel and to accommodate for special needs.

Lead Teacher

Oshman Family JCC

Developed and implemented curriculum and ongoing learning experiences to promote physical, academic and social development of children ages 18 months - 5 years. Observed, documented and evaluated children’s progress on developmental domains.

ECE teacher

Perach - Tutorial Project

Managed multiple projects from ideation to execution and continued to supervise as they became annual-running programs, within a social impact organization dedicated to improving the human condition of children and youth of underserved populations. Recruited and trained staff and volunteers to provide 1:1 and group mentoring services with combined academic and social-emotional goals. Served as professional advisor, created on the job training programs, and assessed performance and goal achievement. Managed scholarship allocation to college-level student volunteers.

Project Manager

Customer Experience @ Newsela (Formative) || Project Manager || Consultant

A “Jane-of-all-trades” - my professional journey encompasses the realms of Customer Experience, Project Management, People Operations and Education. I bring with me a versatile experience in B2B and B2C SaaS companies, EdTech, Nonprofits and Social Impact organizations, and although it's been a day or two, also a background in Retail. I’ve managed teams and projects to successfully implement software and services for clients; developed operational processes and playbooks to improve efficiency and performance; streamlined quality guidelines; and ensured customer happiness. I’ve trained and led teams in providing a successful experience through on-boarding, adoption, and retention of services and software. I'm acknowledged for capacity to inspire, mentor, achieve consensus, mediate and deliver predefined goals despite a diversity of personalities, precarious situations, and changing priorities. Adept at managing multiple tasks and isolating and resolving problems.

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