Customer Service Program Manager

Christine Kalambary

Silver Spring, MD ***** 240-***-**** **********@*****.*** www.linkedin.com/in/christine-kalambary

Professional Summary

Dynamic and innovative leader with over 10 years of progressive experience in program management, nonprofit leadership, and executive support. Adept at driving strategic initiatives, leading diverse teams, and creating impactful solutions in fast-paced environments. Proven expertise in managing multi-million-dollar budgets, fostering stakeholder relationships, and overseeing complex projects from conception to completion. Skilled in leveraging Large Language Models (LLMs), AI technologies, and advanced prompting techniques to streamline operations and enhance team efficiency. Known for delivering exceptional results in membership growth, event planning, customer service, and digital transformation across various industries. Committed to fostering an inclusive, innovative, and results-oriented work culture.

Core Competencies

•Leadership & Team Development

•Large Language Models (LLMs) & AI Expertise

•Expert in Prompting & AI-Driven Automation

•Project & Program Management

•Stakeholder Engagement & Relationship Management

•Vendor & Contract Negotiation

•Event Planning & Execution

•Budgeting & Resource Allocation

•Digital Marketing & Social Media Strategy

Professional Experience

PROGRAM MANAGER & TEACHING ASSISTANT (CONTRACT) THE BLACK UPSTART – REMOTE APRIL 2023 – PRESENT

· Manage monthly virtual and in-person business and technology classes for entrepreneurs, overseeing all aspects of logistics, from class scheduling and participant management to vendor contract negotiation.

· Leverage Large Language Models (LLMs) and AI-driven tools to create optimized workflows, enhancing administrative efficiency and improving participant engagement in both virtual and in-person settings.

· Expert in AI prompting: Develop advanced AI prompts for instructional materials, facilitating better learning experiences for students while streamlining class operations.

· Lead communication efforts for enrolled students, ensuring timely and clear correspondence via email and other digital channels, with a 98% satisfaction rate in customer service.

· Collaborate closely with the CEO to expand programs into new markets, creating growth strategies and negotiating vendor contracts to secure venues, suppliers, and services.

· Provide technical assistance and troubleshooting issues during virtual sessions, ensuring smooth execution of classes for participants with varying technological skills.

· Participate and manage in quarterly TA trainings, honing teaching skills and ensuring alignment with organizational goals and industry best practices.

· Engage and led in team debriefs to evaluate class performance, provide feedback, and suggest improvements for future sessions.

MEMBER ENGAGEMENT PROGRAM MANAGER AMERICAN SOCIETY OF INTERIOR DESIGNERS (ASID) – WASHINGTON, DC FEB 2023 – JAN 2024

· Directed membership growth initiatives, with a focus on student recruitment and engagement, leading to a 15% increase in student and diverse memberships within 12 months.

· Developed and implemented outreach strategies based on comprehensive market research, resulting in a 20% boost in membership conversion rates through targeted campaigns.

· Built and maintained a detailed membership prospect database, supporting successful recruitment efforts and improving organizational retention rates by 18%.

· Managed a team responsible for member communications, ensuring seamless integration of digital marketing efforts, including email campaigns and social media engagement.

· Enhanced member satisfaction by developing engagement programs that increased value and strengthened the organization’s overall offering, leading to a 10% increase in member renewal rates.

MANAGER, ACADEMIC SERVICE AMERICAN SOCIETY FOR ENGINEERING EDUCATION (ASEE) – WASHINGTON, DC OCT 2020 – NOV 2022

· Led the ASEE Specialist Program, connecting educational experts with academic institutions to enhance engineering education, overseeing all logistics, partner relationships, and outcomes.

· Designed and executed outreach strategies targeting underrepresented institutions, increasing program participation by 25%.

· Managed the annual Distinguished Lecture Series, coordinating logistics, speaker relations, and promotional efforts to achieve record attendance from key industry figures and educators.

· Fostered collaboration between engineering societies through the facilitation of the Education Directors Roundtable, improving cross-society initiatives and outcomes.

· Conducted data-driven analysis of member engagement metrics, using insights to optimize academic services offerings and improve overall program effectiveness.

COMMUNICATIONS AND MEMBERSHIP COORDINATOR NATIONAL COUNCIL FOR GEOGRAPHIC EDUCATION (NCGE) – WASHINGTON, DC MAR 2020 – OCT 2020

· Developed and executed a comprehensive membership communications strategy, leading to a 30% increase in member engagement through targeted campaigns and content creation.

· Expanded NCGE’s digital footprint, boosting social media engagement by 40% through the effective management of Facebook, Instagram, and Twitter channels.

· Produced and distributed monthly e-newsletters, annual reports, and special publications, ensuring timely and accurate communication to members.

· Played a key role in planning and executing member-focused programs, resulting in a 20% increase in participation for key events.

· Supported membership renewal efforts by implementing strategic communication initiatives that led to a 15% improvement in renewal rates year-over-year.

PROGRAM AND DEVELOPMENT MANAGER INTERFAITH ACTION FOR HUMAN RIGHTS (IAHR) – WASHINGTON, DC JUL 2019 – JUL 2021

· Managed fundraising campaigns and donor engagement activities, increasing donor contributions by 15% through targeted outreach and relationship-building efforts.

· Led the development and execution of IAHR’s communications strategy, driving a 25% increase in website traffic and enhancing engagement across digital platforms.

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· Coordinated special events, including Advocacy Day, securing high-profile participation and expanding the organization’s reach among policymakers and community leaders.

· Collaborated with the executive director to refine program offerings and ensure alignment with IAHR’s mission, successfully increasing program participation by 10%.

PROGRAM MANAGER TOTAL MERIT SOLUTIONS – CABIN JOHN, MD SEPT 2017 – SEPT 2019

· Directed the execution of international and regional conferences for key client accounts, managing all event logistics, budget oversight, and stakeholder communication.

· Provided comprehensive administrative support to executive leadership, including managing calendars, organizing high-level meetings, and handling sensitive documents.

· Enhanced social media marketing strategies for clients contributing to a 20% increase in online engagement and visibility.

· Played a key role in membership renewal efforts, supporting smooth processes for FLEOA, FEIAA, and IDRA, resulting in improved retention rates.

· Managed contracts and vendor negotiations, ensuring cost-effective solutions for all events and client activities.

Education

B.A. IN POLITICAL SCIENCE MAY 2014 MORGAN STATE UNIVERSITY, BALTIMORE, MD

GOOGLE PROJECT MANAGEMENT CERTIFICATE AUG 2022 GOOGLE

Skills & Abilities

•AI & LLM Expertise: Advanced understanding of Large Language Models (LLMs) and AI-powered automation, with a focus on enhancing operational efficiency and customer engagement.

•Project Management: Google-certified project manager with a proven track record of leading complex, multi-stakeholder projects to successful completion.

•Digital Communications: Strong background in content creation, social media management, and digital marketing strategy development.

•Technical Skills: Proficient in Microsoft Office Suite, Google Suite, QuickBooks, Neon, WordPress, Impexium, Raiser’s Edge, and Shopify.

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