• Researched client priorities and service requests to deliver personalized solutions using digital resources and platforms, to empower consumer and small business clients in leading better financial lives.

• Scheduled outreach and follow-ups to provide updates and ongoing support as the client’s go-to financial representative—educating and guiding them on banking products, online/mobile banking features, and better money management.

• Facilitated client relationships with product specialists by routing clients to appropriate teams. Led financial center in partner referrals, achieving 174% goal completion and generating over $1m in balance growth.

• Tested the application of a new system tool in pilot financial center, reporting key data insights on its readiness for national implementation. Identified, analyzed, and documented defects, escalating findings to management for fixes.

• Recognized as Teammate of the Month for the South Manhattan market.

• Collected sensitive information from door-to-door interviews.

• Employed data stewardship to increase consistency, credibility, and trust of census data.

• Connected with minority communities through thoughtful, genuine conversations to understand their hesitations and to outline the importance of the census survey in local funding and public programs, diagnosing and addressing their concerns accordingly.

• Organized daily caseloads by neighborhoods and households to maximize work efficiency, exceeding the team average of case completion per hour by 400%.

• Selected for final closing team in recognition of driven performance.

• Launched marketing initiative to spearhead visual identity, including branding, promotions, and digital content to enhance organization image and aesthetic, while mirroring KVD’s original style and values.

• Developed educational brochures and resources to empower the youth voice, increase civic engagement, and cultivate an authentic voting experience, which reached over 95% of Durham’s public schools.

• Advised a daily flow of customers in the Tech Shop, offering personalized sales recommendations and technical support for customers’ device needs.

• Certified for the completion of over 50 resource modules on Apple’s Seed Sales training program, cultivating superior product knowledge of Apples and Lenovo devices.

• Spearheaded an analysis of book sale trends over the past 3 years; monitored inventory to reflect the projected consumer behavior data to increase sales and customer satisfaction.

• Undertook account management to create and update purchase accounts for students, process student payments, and coordinate with the university’s Cashier’s Office.