Kaitlyn Mackaben

Polished bilingual guest services coordinator in the non-profit sector with 8 years of passionate experience balancing both the needs of guests and staff. Highly skilled at supporting guests' needs and satisfaction to the utmost degree in a fast paced, ever changing environment. Well versed in conflict resolution, team building, and communication skills. Adept at having difficult conversations from a wide range of topics including grief, domestic violence, and mental health emergencies. Offering a keen eye for incorporating DEI initiatives, especially those that develop language equity, into all aspects of the guest and staff experience. Eager and willing to learn new skills to best support my team. Self-motivated leader who not only identifies problems, but also offers supportive solutions.

• Developed and supervised a state-wide team of English/Spanish translators.
• Created a standard Spanish fluency evaluation for both interpreters and translators.
• Developed DEI trainings surrounding how best to support non-English speaking guests.
• Co-lead a DEI cohort team to ensure these issues were not simply addressed, but rather actively practiced through our interactions with guests and fellow staff.
• Successfully negotiated increased bilingual staff and compensation for interpreters and translators to better reflect the essential role they play in fostering equitable environments.
• Enhanced and advanced guest survey data analysis so that meaningful action could be taken based on direct feedback from those who use our services.
• Taken on increased leadership roles and managerial responsibilities including but not limited to consulting on site staff during emergencies, responding to crises with empathy and decisiveness, and working alongside HR to create more equitable hiring processes.