Jenna Valenzuela

● Manage post-test administration cases including complaints, irregularities, and procedural exceptions, ensuring timely resolution in alignment with service level agreements and organizational policies
● Serve as escalation point for complex student, parent, test center, and internal stakeholder inquiries, applying strong problem-solving and analytical skills to determine appropriate remediation paths
● Maintain accurate and detailed case documentation within Salesforce, ensuring data integrity, compliance, and clear communication across teams
● Build and manage customer relationships to deliver a consistent, standardized experience for students, educators, and testing staff
● Collaborate cross-functionally with internal College Board teams and external vendors to resolve issues impacting digital assessment delivery
● Analyze case trends and customer feedback to support continuous improvement initiatives and contribute to voice-of-the-customer insights
● Support operational transformation efforts by participating in special projects related to digital assessment delivery, process optimization, and organizational change

• Uphold nonprofit mission
• Lead and manage 40 young adults and 10 coaches
• Provide coaching and track progress of students
• Facilitate weekly trainings for students and staff
• Work closely with leadership and stakeholders to support program growth and progress
• Assist in technical support for students with CRM learning systems.
• Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
• Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.

• Responsible for entire student onboarding process
• Successfully retain over 90% cumulative successful graduates per cohort
• Facilitate 1x1 student coaching sessions
• Develop and present Orientation presentation to students throughout the cohort
• Document student interaction on various CRM systems
• Assist in technical support for students with CRM learning systems
• Manage instructional staff
• Track and report data
• Collect and communicate feedback.

• Communicate and articulate unique value of Fullstack Academy programs
• Capture notes and accurately update CRM databases
• Manage, maintain, and monitor student learning systems.
• Enhanced student engagement through the development and implementation of interactive workshops and seminars.

• Provided positive coaching and virtual support to 200 students nationally
• Discretely and thoroughly document student interactions
• Accurately measured and reviewed student retention and success through data and daily tracking
• Lead training and coaching of new advisors in various departments
• Served as team leader to support advisors and students in escalated situations
• Teach and monitor Orientation class to incoming students.

• Accurately advise degree students on academic and accreditation requirements
• Monitor and track grades and student performance
• Serve as main resource with faculty and department staff
• Maintain accurate notes in CRM systems
• Serve on Leadership committee with Faculty and Directors of the Arts & Sciences College.

• Supervised student employees and Operations staff
• Communication Rep to University representatives
• Serve as unique operational member of the Arts & Sciences Leadership Committee
• Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.