Katie Alford
Buffalo,United States
Summary
Results-driven professional with extensive experience in client engagement and retention within service-oriented sectors. Skilled in creating tailored customer support initiatives and utilizing technology to improve customer satisfaction metrics. Focused on building strong relationships and implementing solutions that contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Global Assignment Coordinator
Cultural Awareness International
, Remote
04.2022 - Current
- Manage, develop, and coordinate customized intercultural training programs for high-level expatriates.
- Conduct discovery calls with clients and assignees detailing authorized services while building rapport and identifying individual customer needs.
- Ability to develop significant product knowledge and patiently train others to ensure customers find product value.
- Act as a central point of contact for a caseload of 120 plus assignees taking advantage of intercultural coaching; monitoring their progress and overall satisfaction.
- Employ CRM systems to oversee and record every interaction with customers, resolve issues, evaluate leads, and track account engagement.
- Ensure programs are delivered in a timely manner and meet client satisfaction through strong organizational and project management processes.
- Proactively identify problems or challenges and work to find sustainable solutions to achieve objectives.
- Develop individualized materials using Adobe InDesign that are reflective of clients and needs and expectations.
Student Service and Recruitment Specialist
University at Buffalo
Buffalo, New York
03.2016 - 04.2022
- Provide academic advisement to undergraduate students at the University at Buffalo through career coaching, course selection, degree planning to ensure timely degree completion while playing a key role in developing recruitment materials, planning, coordinating, attending recruitment events, and creating email marketing plans to meet university enrollment goals.
- Guided students in developing academic plans and career goals.
- Coordinated workshops to enhance student skills and knowledge.
- Monitored student progress and provided timely feedback.
- Advised on course selection and degree requirements effectively.
- Utilized advising software for tracking student interactions and outcomes.
- Facilitated group discussions to address common student concerns.
- Developed resources for students to navigate university services efficiently.
- Guided students in setting goals and achieving educational objectives.
- Evaluated student needs and developed educational plans, fostering academic progress.
- Presented students with information and resources to promote academic progress and empowered students to take responsibility for academic success.
- Played a key role in managing student degree completion and student retention with attention to university enrollment goals.
- Act as a liaison between various departments ensuring alignment with shared goals and objectives.
- Coordinate and execute recruitment and orientation events for incoming and prospective students using strong project management and collaboration skills.
Education
Master’s Degree - Higher Education Administration
University at Buffalo
01.2016
Bachelor of Arts (B.A.) - Cultural Anthropology
State University of New York College, Plattsburgh
01.2010
Skills
- Client engagement and success
- CRM proficiency
- Project management
- Adobe InDesign expertise
References
Available on Request
Awards
Received the Anthropology Award in May 2010 from the State University of New York College at Plattsburgh for exceptional accomplishments in Cultural Anthropology and senior thesis research focused on the lives of transnational migrant workers.
Volunteer Experience
SUNY Plattsburgh Literacy Department, Literacy Tutor, Peru, New York, 2009-09, 2010-05
Timeline
Global Assignment Coordinator
Cultural Awareness International
04.2022 - Current
Student Service and Recruitment Specialist
University at Buffalo
03.2016 - 04.2022
Master’s Degree - Higher Education Administration
University at Buffalo
Bachelor of Arts (B.A.) - Cultural Anthropology
State University of New York College, Plattsburgh