Senior CX Associate

• May 2022 - Present

- Manages an individual group while also serving as a point of contact for the whole CX department- Leads meetings based on the team’s needs and consistently follows up to make sure action items are completed- Creates and manages the development of FAQs about internal processes, general immigrant visa, and general non-immigrant visas to equip team members with the resources to address questions- Coordinates directly between Envoy Global and the legal team at GIA in the role of GIA Liaison to address escalations, establish new processes, and track workflow disturbances to enhance overall customer experience, team workflow, and operational efficiency- Manages relationships with the enterprise level accounts from CX to drive success and bolster client relationships through executing client’s preferences and meeting SLA- Organizes twice-weekly, proactive client outreach to maintain SLA and expedite cases for 100+ foreign nationals- Trains and develops new hires through the general 5-week initial training and continued education as the associates progressed - Mentors 6 high performing individuals on the CX team with a variety of experience levels including weekly check ins, performance audit, and monthly reviews- Monitors product updates and collaborated with the product team to troubleshoot, ensure correct implementation of product features on the CX team, and develop product feature request structure Show less

CX Associate

• May 2021 - Jun 2022

- Provide non legal support and assistance throughout the immigration process for foreign nationals- Collaborate with multiple teams to sort problems into priority levels and address them accordingly- Serve as an expert on the Envoy Global platform

Producer

• May 2022 - Present

- Records and edits segments at a variety of lengths, generally 28 minutes to 1 hour - Maintains the ability to handle stress and deadlines to work effectively under pressured situations. - Coordinates with guests and segment hosts for tapings, visits, and segment premiers - Ensures FCC code is followed during the production of content - Covers high value events such as EXPO Chicago and Pitchfork as a special report for the station - Produces live field reports on the abortion rights protests and Chicago Transformation Collab - Produced, recorded, and edited season 4 of Pocket Guide to Hell Show less

Documenter

• Jan 2022 - Present

As a Documenter, we participate in a range of projects like attending and documenting public governance meetings and civic events, pushing the increasing the role of news, information and storytelling in public discourse I generally take on Notetaking assignments, which involve creating a record of a public meeting like the Board of Commissioners that include descriptions of the context of the meeting and decisions made As a Documenter, we participate in a range of projects like attending and documenting public governance meetings and civic events, pushing the increasing the role of news, information and storytelling in public discourse I generally take on Notetaking assignments, which involve creating a record of a public meeting like the Board of Commissioners that include descriptions of the context of the meeting and decisions made

Audiojournalist at Yollocalli Arts Reach

• Oct 2021 - Jun 2022

I'm part of the Your Story Your Way Program at Yollocalli, the award-winning youth initiative of the National Museum of Mexican Art. Through this program, I've had experience crafting narrative audiostories, conducting interviews with local businesses, organizing public broadcast programming, and working live on air. I'm part of the Your Story Your Way Program at Yollocalli, the award-winning youth initiative of the National Museum of Mexican Art. Through this program, I've had experience crafting narrative audiostories, conducting interviews with local businesses, organizing public broadcast programming, and working live on air.

Senior Associate

• Nov 2019 - Sep 2020

• Working day-to-day with clientele providing customized service to address their needs • Represented the brand at a flagship level • Managed Ship-To-Store system involving troubleshooting and training of best practices' • Working day-to-day with clientele providing customized service to address their needs • Represented the brand at a flagship level • Managed Ship-To-Store system involving troubleshooting and training of best practices'

Vice President

• May 2018 - May 2019

-Managed upper-level officials, including implementing performance critiques and consulting -Upgraded group communication to Slack and Team Drive -Remodeled existing organizational structure when problems needed to be addressed -Cultivated individual relationships that boosted morale, professional conduct, and growth of team members -Managed upper-level officials, including implementing performance critiques and consulting -Upgraded group communication to Slack and Team Drive -Remodeled existing organizational structure when problems needed to be addressed -Cultivated individual relationships that boosted morale, professional conduct, and growth of team members

Resident Assistant

• May 2016 - May 2019

•Crisis management for physical, mental, and professional conflict of 40 to 500 residents at any time •Organized monthly educational events, including marketing and production of events with social media and print media graphics. Some events included but were not limited to peer review of the thesis defense, sustainable meal-planning in a residence hall, and education on the marginalization of Asian-American students.•Drafted weekly emails to inform clients of updates and news•Remained a constant resource for students on unpredictable issues around the clock Show less

Political Science & Constitutional Law Tutor

• Sep 2016 - May 2018

•Focused on areas of Constitutional Law, Business Law, and American Government-Utilized cloud platforms such as Google Slides to assist students in remaining up to date on current standards for the curriculum-Created templates and guides such as case briefs, study guides and taught proper formatting-Worked with faculty to ensure cohesion between the course and the tutoring style

Alumni Volunteer Coordinator Lead Intern

• Feb 2018 - May 2018

- Assists the Executive Director of Institutional Advancement with team member communication, executing fundraising and alumni engagements, and managing data - Research for likely targets of engagement - Writes correspondence for the Executive Director - Adapts to changing needs of the office and alumni - Performed outreach to alumni for participation within the College - Organized schedules and meeting for VIP visits as well as staff - Recorded and distributed meeting minutes and preparation material Show less

Wiggan Kenniebrew Lead Intern

• Feb 2018 - May 2018

- Located and acquired funding sources - Created marketing materials that highlighted the importance of diversity, equity, and inclusion - Assisted in the fundraising of over seventy-thousand dollars in fundraising events for scholarships and programs - Located and acquired funding sources - Created marketing materials that highlighted the importance of diversity, equity, and inclusion - Assisted in the fundraising of over seventy-thousand dollars in fundraising events for scholarships and programs

Barista

• Jan 2016 - May 2016