Program Manager

• Support the equities execution sales team with client onboarding and trade troubleshooting.
• Collaborated with cross-functional teams to standardize the equities onboarding program, resulting in a
40% increase in Straight-Through-Processing rates.
• Implemented project management techniques to enhance the daily flow of trading procedures, resulting in a 10%
decrease in trades with issues.
• Coordinated with engineering team to automate the client onboarding process for new products, resulting in a smoother and more efficient experience for new and current users.
• Created standardized training protocols to enable newly onboarded analysts to proficiently navigate firm systems and
collaborate with internal teams across operations and technology to address issues.

• Recruited, led, and empowered 72 diverse student leaders to identify gaps within the program and drive change applicable to their campus.
• Delivered excellent customer service while building strong relationships using both virtual and in-person mediums to drive up program value.
• Crafted products demos and trainings for customers, teaching more than 150 end users and administrators how to use and maintain new systems with minimal assistance.
• Created a customer success plan to ensure clients realize the value of their investment within the first 3 months of joining the program.
• Conducted routine quality assurance checks by observing chapter events, resulting in an average of 89% of student completion from the program.
• Trained and onboarded over 150 customers through both personalized and streamlined approaches to customer training and onboarding, while adapting to different account needs.
• Exceeded quarterly customer retention metrics by 8% on average per year and was awarded the best CSM for the Southeast region in 2020.

•Raised $500k through innovative fundraising initiatives to help fund different community programs/projects.
• Designed and implemented the development strategy and operational principles for the hospice program leading to a
20% increase in new funding.
• Developed and maintained strong relationships with donors, volunteers, and community partners.
• Coordinated logistics for fundraising events, resulting in successful outcomes and positive feedback.
• Spearheaded the planning and execution of spirited events to promote client enthusiasm and vibrancy.
• Oversaw gift processing and acknowledgement for recurring gifts, in kind gifts, and event registrations utilizing CRM
tool.
• Provided operational support and worked with team to define and create donor segmentations to support appeals,
stewardship mailings, acquisition mailings, and newsletters.