Experience

Vanguard Charitable

• United States
• Philanthropy
• 100 - 200 Employee

• • Dec 2019 - Present

  - Provides oversight, management, assignment, and approval of all internal and external correspondence. Ensures all items are assigned and addressed in a timely manner. - Conducts quality assurance of routine and non-routine written and phone conversations between Core/Mid team and external stakeholders. - Serves as a key subject matter expert on all elements of client experience, which includes leading and project managing critical department initiatives and tasks including but not limited to dormancy and maintenance fee outreach. - Supports workload management and other reporting requests from management. Topics include, but are not limited to phone, IMH, and DRSQ activity. - Serves as primary escalation contact for Core/Mid team. Independently assists and supports Core/Mid team staff members with resolving elevated, non-routine, and/or complex client situations in a timely and compliant manner. This includes, but is not limited to: - Reviewing all written and phone conversations associated with situation. Proactively alerting Donor Services Team Leader of the situation and proposing next steps. - Engaging with other business units as needed to determine a solution that appropriately balances business needs and client experience. - Oversight of all communication to client regarding the situation, next steps, and proposed resolution. - Responds to inbound phone calls from donors, demonstrating accountability for client issues by accepting ownership throughout the problem resolution process and displaying proper judgment and objectivity. Supports extended phone hours as needed - Applies subject matter expertise to support and lead appropriate training efforts for new staff and ready reserves - Participates in relevant meeting and training sessions and maintains a strong knowledge of internal departments and their respective responsibilities Show less

• • Jul 2017 - Dec 2019

  -Leads and supports training efforts for new members of Volume Support Team, Operations, DSG, and PSG.- Research and resolve donor issues; interact with internal and external resources, as needed and continually monitor account activity and communicate status updates to donors in a timely and professional manner.- Secondary point of elevation for members of DSG, independently assists and support team members with resolving elevated or complex client situations in a timely and compliant manner. Will engage or alert appropriate stakeholders, as needed.- Primary point of contact for all VPC issues and resolutions, including working with internal and external reps, as well as stakeholders within the different business units and at The Vanguard Group- Supports workload management by assigning out auto-outreach queue, ask form entity creation, and client outreaches- Responsible for producing the portion of the weekly Trends report related to DSG trends through case data and STP for company wide distribution- Review and approve IMH correspondence, as needed, for the business with ensuring accuracy and quality in all communications & documentation- Evaluate current workflow procedures, recommend and assess ideas for non-technology and technology based improvements Show less

• • Sep 2014 - Jul 2017



Philadelphia Freedoms

• United States
• Spectator Sports

• Event Operations Coordinator

  • Aug 2013 - Aug 2018

  - Managed Ad and promotional schedule in conjunction with upper management - Interacted with outside vendors to enhance player services - Wrote radio and print advertisements to promote upcoming matches - Live Scoring operator in conjunction with ESPN 3, Tennis Channel and live stream - Managed Ad and promotional schedule in conjunction with upper management - Interacted with outside vendors to enhance player services - Wrote radio and print advertisements to promote upcoming matches - Live Scoring operator in conjunction with ESPN 3, Tennis Channel and live stream



Paoli Pharmacy

• Pharmacy Tech

  • Aug 2010 - May 2014

  - Identify patients correctly, verify accuracy of prescriptions, and ensure compliance with insurance and government standards -Oversee weekend over-the-counter and prescription drug orders and inventory -Assist pharmacist in filling of prescription drugs - Identify patients correctly, verify accuracy of prescriptions, and ensure compliance with insurance and government standards -Oversee weekend over-the-counter and prescription drug orders and inventory -Assist pharmacist in filling of prescription drugs



The Moyer Foundation (Now Eluna)

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Intern

  • Aug 2013 - Dec 2013

  Organization and Coordination of several fund raiser events Organization and Coordination of several fund raiser events



Neumann University

• United States
• Higher Education
• 300 - 400 Employee

• Compliance Intern

  • Aug 2012 - Dec 2012

  - Aided in specialty activities with associate athletic directors regarding NCAA regulations - Filmed compliance videos to educate student athletes on NCAA guidelines - Recorded senior spotlights with fall sports seniors - Aided in specialty activities with associate athletic directors regarding NCAA regulations - Filmed compliance videos to educate student athletes on NCAA guidelines - Recorded senior spotlights with fall sports seniors