Asia Chance
Raleigh,NC
Summary
Skillset: Project Management | Quality Assurance | Communications | Volunteer Lead Software Skillset: Adobe | NETForum/AMS Nimble | Magento (e-Commerce) | Microsoft Office Suite | Zoom | Office 365 | Salesforce | Staff Tools | Google Services | Workday
Collaborative candidate eager to apply strong leadership and decision-making skills. Smart with good understanding about strategic planning, financial oversight and governance. Collaborative and committed to creating vision for future.
Overview
9
9
years of professional experience
Work History
Contact Center Specialist
American Association of Medical Colleges
2022.02 - Current
- Responsible for taking calls in fast-paced, high-volume environment to resolve both technical and non-technical issues on official AAMC licensed products and services
- Managed over 50 customer calls per day and helped increase morale and team efficiency, and awarded "Kat Turner Spirit of Excellence" award by organization in 2022.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Boosted customer service satisfaction ratings through consistent quality control.
- Cross-trained and provided backup support for organizational leadership.
- Collaboration with Training Manager to create new user guides and knowledge articles for training sessions
- Assist in UAT testing to improve OneAAMC and System Access Management (SAM)
- Responsible for customer satisfaction survey responses, follow-up requests, and further investigations into case disputes to resolve lingering issues/concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed debit and credit card and electronic check payments.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Board Member
DEI Council, American Association of Medical Colleges
2023.01 - Current
- Facilitating conversations and influencing policy to foster inclusive relationships within organization and affiliated member institutions
- Leading independent gender equity workshop focusing on pronoun usage, gender identity, and encouraging discussion/normalization of gender inclusive language
- Representing Services Unit in addressing concerns from within organization and offering resolutions for improving employee satisfaction
- Compiling information across organization and creating easy-to-read and comprehensive newsletters, Pulse articles, and offering input into social media posts.
- Presided over board meetings and conducted board business to address organizational objectives
- Developed and implemented strategies to drive organizational growth and development
Band Member / Social Media Strategist
NC Triangle PRIDE Band
2022.08 - Current
- Encourage social engagement and communicating with other local band groups on potential collaboration projects
- Responsible for maintaining and updating social media pages, posting highlights from recent performances, and advertising upcoming shows online.
- Selected and arranged music for seventeen holiday performances and special events
- Sight-read musical parts during initial rehearsals
- Selected music carefully in order to achieve balance of musical styles on program
- Interpreted and modified music to personalize performances
- Used printed text and musical notations to memorize musical selections and routines
- Applied knowledge of harmony, melody, rhythm, and voice production to individualize presentations and maintain audience interest
Gender Equity Program Specialist
American Association of Medical Colleges
2022.03 - 2024.02
- Developed program marketing and outreach strategies to increase awareness and attract new participants
- Established goals and created action plans to achieve goals
- Demonstrated experience in applying gender equity lens e.g., review of policy, research design, project design, implementation, and reporting
- Developed new tool-kits for professional webinars on modern issues on gender equity, racial equality, and community investment Women in Academic Medicine (Conference) | September 2022
- Submitted research materials and presentation draft(s) for upcoming Women in Academic Medicine (Conference) presentation in late 2024.
- Worked alongside other professionals to outline and implement program plans and objectives
- Kept program-related data accurate, up-to-date and easily accessible for accessibility
Appeals Team Member / Case Specialist
NYS Emergency Rental Assistance Program
2021.05 - 2021.12
- Maintained Subject Matter expert-level knowledge of NYS ERAP application processing criteria and NYS ERAP appeals processing criteria
- Upheld highest standard of quality by performing appeals review and auditing of work produced prior to final appeals determination
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Managed over three hundred applications and ensures cases were properly documented, including all supplemental documentation provided during appeal process to ensure complete and thorough investigation
- Represented NYS ERAP to state agencies, funding agencies, national organizations, and/or public.
- Performed routine data entry or document management.
- Informed customers by mail or telephone of additional steps needed to obtain financial assistance and legal representation.
Program Director Assistant
UNC Carolina Women’s Center
2017.09 - 2019.05
- Scheduled and supervised staff meetings to discuss new ideas and update participants on program details and milestones.
- Responsible for basic administrative duties such as program communications, schedules, budget oversight, and event planning
- Created and distributed agendas for meetings and conference calls as part of meeting preparation.
- Monitored programming schedules, conformance to guidelines and quality.
- Developed and implemented marketing strategies to promote program awareness and participation.
- Developed and maintained filing systems to facilitate easy access to information.
Program Lead
Compass Center
2017.10 - 2019.05
- Community projects aimed at developing successful skills for re-joining workforce following prior job termination, prison release, sobriety programs, disability, and prior retirement
- Evaluated diagnostic data to determine eligibility and needed services
- Compile program data and present summary of findings to staff for improving lessons to support successful employment outcomes
- Directly oversaw team of eight volunteers for Career Program Mission
- Provided analysis of each specific program task and developed daily task sequence for greater program efficiency.
- Worked directly with community partners to enhance employment opportunities for individuals with disabilities
- Partnered with local organizations to expand access to social and community services
- Implemented strategies to increase public awareness of social and community service programs
Group Vice President
UNC ReThink
2016.08 - 2017.05
- Co-developed successful strategies in branching out to other local student organizations in continuing efforts to support mental health awareness
- Collaboration with off-campus resources to provide more support and streamline referral requests for students needing assistance with getting clinical treatment
- Contributed innovative ideas in monthly meetings and brainstorming sessions in board meetings with other board members and representing group in information sessions during club recruitment season
Program Lead
UNC ReThink
2015.02 - 2016.05
- Developed “Help-A-Friend” Initiative to provide vulnerable groups with assistance in groceries, medications, pet-sitting, and/or wellness checks
- Advertised program with on-campus postings and social media engagement to encourage record fifty volunteer sign-ups
- Researched best practices and developed strategies to improve program outcomes.
- Publishing student testimonials after receiving assistance from initiative
- Assisted students with referrals to on-campus mental health services and off-campus clinics for additional support
- Co-published articles for club social media pages about importance of mental health activism and offered constructive criticism for members new to online blog posting.
Freelance Journalist
Women AdvaNCe
Durham , NC
2016.09 - Current
- Journalism centering on mental health and advocacy, public service/public service reform, criminal justice and prisoner rehabilitation, and childcare/childcare assistance. Knowledge of various writing styles including APA, MLA, and Chicago Style.
- Conducted research to obtain information and authentic detail with newspaper accounts, academic journals, and interviews
- Determined story's emphasis, length, and format, and organized material; accordingly, followed procedures for copy-writing completed work
- Collaborated with editors and other journalists to create compelling content. Participated in editorial meetings to discuss story ideas and content.
- Maintained up-to-date knowledge of current events and industry trends.
- Reported from field locations and wrote stories under tight deadlines.
- Coordinated with photographers, videographers and graphic designers to supplement stories with multimedia content.
Education
Bachelor of Arts - Communications, Media & Journalism, Computer Sciences
UNC
2019
High School Diploma - undefined
Howard Health Life & Sciences
2015
Skills
- Policy evaluation
- Strategic Planning
- Diversity and Inclusion
- Risk Reduction
- Organizational Leadership
- Business Consulting
- Media Relations
- Attention to Detail
- Account Management
- Effective Communicator and Public Speaker
- Client Relationship Building
- Task Prioritization
Timeline
Board Member
DEI Council, American Association of Medical Colleges
2023.01 - Current
Band Member / Social Media Strategist
NC Triangle PRIDE Band
2022.08 - Current
Gender Equity Program Specialist
American Association of Medical Colleges
2022.03 - 2024.02
Contact Center Specialist
American Association of Medical Colleges
2022.02 - Current
Appeals Team Member / Case Specialist
NYS Emergency Rental Assistance Program
2021.05 - 2021.12
Program Lead
Compass Center
2017.10 - 2019.05
Program Director Assistant
UNC Carolina Women’s Center
2017.09 - 2019.05
Freelance Journalist
Women AdvaNCe
2016.09 - Current
Group Vice President
UNC ReThink
2016.08 - 2017.05
Program Lead
UNC ReThink
2015.02 - 2016.05
Bachelor of Arts - Communications, Media & Journalism, Computer Sciences
UNC
High School Diploma - undefined
Howard Health Life & Sciences
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