Mary Devlin

• Managed customer onboarding to ensure customer satisfaction and success with the database feature set. Advised customers on best practices to avoid pain points while moving their demographic dataset. • Collaborated with development leadership on product development to include product specs, testing, pilot, launch, and customer feedback. Worked closely with Marketing, Development, and Leadership personnel to document product needs and define the company roadmap. • Supported Director of Operations with ongoing management of all account and customer support related activities. Served as customer advocate by managing customer feedback, negative NPS responses, internal reporting, customer communications and training, and customer service standards. • Led a team of 6 to 9 Happiness Engineers to provide exceptional direct customer support via email, help documents and live chat. Directly responsible for upselling products and feature sets to all customers. Served as primary point of contact for entire customer base.

• Oversaw content creation and media management for the primary external partnership with Word on Fire Ministries, a content creation and publishing nonprofit. • Responsible for promoting and protecting brand image and language within Help Guides, end user resources, email marking, content creation and direct consumer sales and support. • Designed, created, budgeted, and hosted the 4 team-wide virtual event per year. Assisted in designing the activities and events during our end year celebration including theme, atmosphere, and agenda. • Provided exceptional end-user technical support and guidance in accessing all features and software packages (email, texting and database management). Responsible for regular upsell of current and releasing features. Served as Quality Assurance Tester for regular product releases and updates. • Assisted with the timely documentation of process changes and updates. Encouraged team-wide knowledge of current policy and best practices.

Maintained relationships with birthing facilities, midwives, pediatricians and specialist that are involved in the newborn screening process in Kansas. Provided education on best collection practices and program activities as requested by medical facilities who submit the newborn screening dried blood spot. Participated in national and regional discussion on newborn screening best practices, new conditions, and follow up practices. Creatded useful tools for stakeholders and the general public to aid in understanding and improving the entire newborn screening process.

Supervised a close-knit team of 9 other peer students, providing direction and guidance as needed to cultivate a positive work environment and maintaining all necessary HR paperwork for each personnel. Developed queries of potential calls for each Telerecruiter that corresponded with their academic major, interest in university activities and geographical background. Maintained and presented accurate performance metrics on the Telerecruiter team and on each individual team member. These metrics were used to track progress, set goals and improve office performance. Delivered self-developed and peer-reviewed training for new hires and other employees as needed.

Planned, organized, and executed a 3-day event with social and academic activities. Devised strategies to reduce expenses, modernize operations and revamp procedures to improve event operations. Provided successful and innovative training execution for 60+ volunteers.

Oversaw 9 events and 7 booths raising a sum of $25,530, the second highest in the event’s history. Developed a fundraising goal and strategy including setting prices for various event entrances and activities. Successfully organized and executed a week-long, community-wide charity event, donating proceeds to Chromosome 18, Project Ultrasound, and Heifer International. Supervised a leadership team of 30+ peers by providing deadlines, budgets, and managing over 100 volunteers.

Collected qualitative data from programs receiving funding from the DWF to promote economic security. Analyzed and presented findings on the quality and implementation of the economic security provided by said programs.

I maintained a continuously high GPA while tutoring peers inside and outside of my major on mainstream economic theory. My studies also include a concentration in Drama that stems from a departmental scholarship involving acting, props management and design, and house managed.