Customer Experience Coordinator and Operations Lead

Riya Marie Umstead

763-***-**** • ***********@*****.*** • Minneapolis, Minnesota

Summary

Customer-centric professional with over 3 years of experience in high-volume coordination and public-facing operations. Demonstrates exceptional Technical Aptitude and Written Communication while managing complex Customer Experience journeys and software-driven workflows. Expert at Multitasking across digital platforms to ensure Service Quality and rapid resolution of inquiries. Work Experience

Local Childcare Coordinator October 2025 – Present GREATAUPAIRUSA, MINNEAPOLIS, MN

Respond to and facilitate monthly check-ins with host families and Au Pairs to maintain high Service Quality and program satisfaction.

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Manage J-1 Visa and travel logistics for international participants, ensuring accurate Documenting of all legal and travel requirements.

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Collaborate with international families to navigate the placement process, utilizing Written Communication to clarify complex program guidelines.

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Market GreatAuPairUSA services while identifying opportunities for Cross-selling additional support features to prospective host families.

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Activity Director August 2024 – March 2025

MINIAPPLE INTERNATIONAL MONTESSORI, MINNEAPOLIS, MN Maintained the workflow environment by providing Software Support for scheduling and personnel management tasks.

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Diagnosed staffing gaps and optimized the rotation of Teachers and Assistants to ensure continuous coverage and operational efficiency.

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Managed Incident Escalation during evening transitions, ensuring all student data and safety protocols were strictly followed.

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Developed curriculum activities requiring high levels of Multitasking to oversee multiple student groups simultaneously.

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Lead Programmer / Front Desk February 2023 – June 2024 SIBLEY PARK, MINNEAPOLIS, MN

Acted as the primary point of contact for Live Chat Support and phone inquiries, handling booking rentals and financial payments with 100% accuracy.

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Performed Technical Troubleshooting and data entry within Link2Feed and Elio platforms to manage community resource distribution.

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Organized community programs and events while utilizing Customer Support Systems to track participation and feedback.

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• Collaborated with community stakeholders to resolve service issues and enhance the overall Customer Experience. Education

Bachelors of Psychology in Psychology, In Process September 2026 – Present PENNSTATE UNIVERSITY

, Graduated January 2014 – January 2015

VOA PHOENIX HIGH SCHOOL, MINNEAPOLIS, MINNESOTA

January 2010 – January 2015

WASHBURN HIGH SCHOOL, MINNEAPOLIS, MINNESOTA

Additional Skills

Support & Communication: Live Chat Support, Customer Support Systems, Written Communication, Customer Experience, Incident Escalation, Service Quality Technical Aptitude: Software Support, Technical Troubleshooting, Link2Feed, Elio, J-1 Visa Processing, Data Entry

Operational Methodologies: Multitasking, Cross-selling, Upselling, Documenting, Program Planning, Collaborative Problem Solving

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