Experience

ArborBridge

• United States
• Education Administration Programs
• 1 - 100 Employee

• Senior Programme Manager

  • Jul 2022 - Present

  -Dedicated contact and relationship owner for 200+ students/families: monitor students’ progress, proactively call and email clients as appropriate, create solutions and diffuse tension in challenging situations with clients, track official test sittings and follow-up with students for test scores, lesson scheduling, and potential upsells-Serve as a product and industry expert for clients, concisely educating them and providing clear recommendations; actively listen to clients and build lasting relationships as an empathetic guide -2020: Executed 35.5% more upsells than the team average, bringing in 24.5% higher revenue than the team average-2020: Demonstrated customer satisfaction by maintaining double the team average of active clients upselling each week-Drive innovation based on customer tech challenges & feedback-Product manage tech innovations across multiple teams-Provide programme quality control by regularly reviewing and sending lesson summaries, indirectly managing part-time and full-time professional tutors, monitoring practice test completion and scores

• Programme Manager

  • Jan 2019 - Jun 2022



Capital Educators

• United States
• Education Administration Programs
• 1 - 100 Employee

• Associate Programme Director

  • Jun 2016 - Jun 2018

  -Project managed 40% of Capital Educators’ test prep courses, serving 175 of 450 students & overseeing 17 of 40 instructors each term-Owned the customer relationship for all 175 students’ families; proactively identified students in need of extra support to ensure success-Converted 68% of leads on sales calls (compared to company average of 60%) and 90% of leads who attended in-person sales meetings-Developed a new system to evaluate part-time instructors by compiling data to determine expected score improvements-Independently managed hiring operations for part-time DC-area teachers (hiring 20-25 instructors a year), trained new teachers, managed new and returning teachers, and developed their skills by observing their teaching and providing feedback -Interviewed Associate Programme Director candidates; trained new directors in the education and business components of the position-In summer 2017, worked as a consultant to provide university application assistance and test preparation for inner-city Baltimore students through Capital Educators’ partnership with Bridges (a Baltimore-area enrichment programme for inner-city youth)

• SAT and ACT Instructor

  • Dec 2012 - May 2016

  -Prepared lessons and content; taught weekly SAT/ACT classes (2 back-to-back 120 minute classes); kept regular contact with students -In spring 2015 and spring 2016, adjusted and taught course curriculum for a programme comprised of students with learning disabilities



Georgetown University Writing Centre

• Undergraduate Staff Director

  • Aug 2015 - May 2016

  -Co-taught, arranged guest speakers for, and co-designed the syllabus of a 14-week undergraduate course for new tutors-Introduced emotional intelligence training for new tutors by partnering with Georgetown’s Centre for Personal Development-Expanded tutor hiring outreach, reviewed applicants’ resumes, conducted interviews, and provided assessments of tutoring candidates-Managed the Writing Centre website; co-wrote a new handbook for current and prospective tutors-Liaised with university administrators and student leaders to create partnerships and spearhead joint programming

• Writing Centre Tutor

  • Aug 2014 - May 2016

  -Assisted graduate and undergraduate students at any stage of the writing process, from initial brainstorming to final revisions-Challenged writers with conversations both to improve specific writing assignments and to develop their communication, critical thinking, revision, and editing skills in the long-term



Georgetown University Writing Programme

• Research Associate

  • Aug 2015 - May 2016

  -Conducted student interviews and focus groups as part of an institutional ethnography on cultures of writing at Georgetown-Researched, collected, and analysed 400+ syllabi and emailed 400+ Georgetown faculty members to establish a comprehensive list of which classes fulfilled the new ‘Integrated Writing’ general education requirement for undergraduates -Conducted student interviews and focus groups as part of an institutional ethnography on cultures of writing at Georgetown-Researched, collected, and analysed 400+ syllabi and emailed 400+ Georgetown faculty members to establish a comprehensive list of which classes fulfilled the new ‘Integrated Writing’ general education requirement for undergraduates



Connected Academics Project @ Georgetown University

• Project Associate & Event Coordinator

  • Sep 2015 - Dec 2015

  -Co-planned and executed a 2-day “Reinventing the Humanities Ph.D.” Symposium for 60+ regional faculty and administrators -Spearheaded outreach efforts to grow a network of regional stakeholders by researching and compiling lists of eastern U.S. humanities department chairs and university administrators, and individually emailing each contact with an invitation to join our network-Composed and sent updates, invitations, and other information to our network from the Connected Academics email account



Designing the Future(s) of the University Initiative, Office of the Provost, Georgetown University

• Project Associate

  • Jun 2015 - Sep 2015

  -Spearheaded and implemented survey marketing projects to spark undergraduate participation in programming-Designed a WordPress-based website for partners to use as a collaborative discussion board and digital workspace -Trained in and utilised design-thinking / human-centred design methods to troubleshoot university problems and develop solutions-Composed and published news posts on the Future(s) website detailing the latest projects and collaborations-Georgetown University Board of Regents Future(s) Fellow (January 2015 – May 2016)-Co-coordinated outreach, applications, meetings, website, logistics for Georgetown’s Digital Badging Pilot Project -Represented Future(s) in the Digital Badging Project Team, co-launched the Pilot Project, and co-designed the Catalyst Digital Badge



Warrior-Scholar Project

• United States
• Higher Education
• 1 - 100 Employee

• Assistant Writing Instructor

  • Jul 2015 - Jul 2015

  -Served as an Assistant Writing Instructor for an intensive course for 15 incoming undergraduate student veterans-The course operated at Georgetown University from July 26, 2015 to August 1, 2015 -Served as an Assistant Writing Instructor for an intensive course for 15 incoming undergraduate student veterans-The course operated at Georgetown University from July 26, 2015 to August 1, 2015



Lindamood-Bell Learning Processes

• Education
• 500 - 600 Employee

• Instructor

  • Jun 2013 - Jan 2015

  -Attended an eighty-hour, research-based training, then spent 40 hours/week increasing clients’ conceptual abilities in math, reading written text, and comprehending, analyzing, and critically responding to oral and written language-Provided one-to-one instruction, often to students with diagnoses such as dyslexia, hyperlexia, or an autism spectrum disorder (ASD)-Worked full-time on a seasonal basis, over summer and winter school breaks -Attended an eighty-hour, research-based training, then spent 40 hours/week increasing clients’ conceptual abilities in math, reading written text, and comprehending, analyzing, and critically responding to oral and written language-Provided one-to-one instruction, often to students with diagnoses such as dyslexia, hyperlexia, or an autism spectrum disorder (ASD)-Worked full-time on a seasonal basis, over summer and winter school breaks



Georgetown University

• United States
• Higher Education
• 700 & Above Employee

• Teaching Assistant

  • Aug 2013 - May 2014

  -Teaching Assistant for Physics 101 and 102 (Physics for Premedical Students)-Taught recitation and laboratory curriculum for three 30-person class sections, set up laboratory experiments, and graded student work-Guided upperclassman students through exercises using lectures and Socratic questioning -Teaching Assistant for Physics 101 and 102 (Physics for Premedical Students)-Taught recitation and laboratory curriculum for three 30-person class sections, set up laboratory experiments, and graded student work-Guided upperclassman students through exercises using lectures and Socratic questioning