Based in Chicago, IL. With hands-on experience across subscriber retention, onboarding, and digital strategy, I combine data-driven insights with a customer-first mindset to deliver real results.

I have a versatile skill set from my ability to adapt to the various needs of the firms I have and currently work for.

I’m a customer satisfaction and retention specialist with a background in onboarding, digital operations, and cross-functional collaboration. Across media and retail, I’ve led initiatives that improve customer journeys, reduce churn, and lay the foundation for long-term loyalty—now expanding my impact as an incoming MBA candidate.

I design systems that serve people—with clarity, intention, and empathy.My career has taken shape at the intersection of customer experience, digital operations, and strategic communication. From redesigning account portals and onboarding flows to transforming invoices into tools for engagement, I’ve worked across departments to create experiences that are not only efficient, but deeply human.

What began in front-line service roles evolved into a passion for long-term retention strategy, user-focused design, and cross-functional collaboration. Along the way, I’ve developed a quiet leadership style rooted in curiosity, adaptability, and an ability to make sense of complexity.Now, as I prepare to begin my MBA, I’m focused on expanding my impact—taking what I’ve learned into more senior spaces where decisions shape not just outcomes, but the cultures and communities behind them.I believe thoughtful work lasts. And I’m here to build what lasts.

"Alexandria is a fantastic Manager. She communicated all tasks effectively with the team and always addressed other employees with respect. Alexandria helped every team member learn how to operate the system on: HubSpot, Call Potential, Avochato, and Zendesk. Her leadership skills are above and beyond. I would recommend Alexandria to all employers looking for a great Team Lead and Manager."

- Casey Rhodes, White Label Storage

"She [Alexandria] makes an effort to get to know anyone she talks to, and she checks in regularly with people to see how they're doing. Having a friend or coworker that reliable is rare, but Alex is someone in my life I know I can count on to listen to me and help me solve any professional or personal problems that I bring to her. She is trustworthy, hardworking, and an essential part of any team."

- Colleen Diamond, Former Colleague

[Experiences]

Consumer Satisfaction & Retention Specialist | 2024 - Present

Driving end-to-end improvements in the subscriber experience at one of Chicago’s most trusted news organizations. I focus on reducing churn, improving lifetime value, and building deeper connections with our readers.

Chicago Sun-Times

Customer Onboarding & Implementation Specialist | Nov 2023 – Jul 2024

Led post-sale implementation for new customers, ensuring a seamless and successful start with the product.

Property Manager (Interim) | Mar 2023 – Oct 2023

Oversaw daily operations and tenant satisfaction for self storage properties during a transitional period.

Employee Trainer | Feb 2023 – Jun 2024

Developed and delivered training programs that helped new hires succeed in their roles.

Website Manager | Jan 2023 – Jul 2024

Managed content strategy, technical integrations, and SEO performance for a White Label clients.

White Label Storage

Website Manager | Jan 2023 – Jul 2024

Managed content strategy, technical integrations, and SEO performance for a digital-first organization.

Customer Experience (CX) Associate | Sep 2022 – Dec 2022

Supported customer communication and profile management across various channels

Local Locker Incorporated

[Volunteer Work]

AI Oversight Committee | MAY 2025 - PRESENT

As part of the AI Oversight Committee, I collaborate with colleagues across departments to guide the responsible and ethical implementation of artificial intelligence within the organization. My work focuses on shaping internal policy, evaluating potential risks and benefits, and ensuring that AI tools align with our company values and public service mission.

DEIB Council | FEB 2025 - Present

As a member of the Diversity, Equity, Inclusion, and Belonging (DEIB) Council, I support efforts to build a more inclusive and engaged workplace culture. I help organize internal events, contribute to programming that celebrates diverse identities and perspectives, and assist in developing initiatives that foster equity and belonging across departments.

[Awards & Recognition]

"We see you" | June 2025

Recognized for organizing an internal educational seminar, in partnership with a local university, that explored the historical significance of Juneteenth and its relevance as a national holiday.

Chicago Public Media

[Organizations]

Member | FEB 2025 - PRESENT

Audience Development Media Alliance

I design thoughtful, data-informed solutions that transform everyday customer interactions into long-term loyalty and impact.

Chicago Sun-Times

Invoice Redesign as a CX Tool

Chicago Sun-Times

Account Management Portal Redesign (Prototype Phase)

Chicago Sun-Times

First 100-Day Onboarding Journey

[Education]

Master of business administration, management | STARTING FALL 2025

Computer Science B.s. | August 2018 - August 2022

Chicago State University

Let's have a chat.

New blog alert

I write about the quiet, overlooked moments of work—navigating systems, finding purpose, and surviving the gray space between ambition and burnout.Read Corporate Ghost Protocol on Medium.com.

Let's have a chat.

New blog alert

I write about the quiet, overlooked moments of work—navigating systems, finding purpose, and surviving the gray space between ambition and burnout.Read Corporate Ghost Protocol on Medium.com.

Let's have a chat.

New blog alert

I write about the quiet, overlooked moments of work—navigating systems, finding purpose, and surviving the gray space between ambition and burnout.Read Corporate Ghost Protocol on Medium.com.

Ghost Files

YOU MAY FIND SOMETHING YOU NEED HERE.

The Replacement

When you’re thrown into a new role unprepared, here’s what to do.

Let's have a chat.

New blog alert

I write about the quiet, overlooked moments of work—navigating systems, finding purpose, and surviving the gray space between ambition and burnout.Read Corporate Ghost Protocol on Medium.com.

Let's have a chat.

New blog alert

I write about the quiet, overlooked moments of work—navigating systems, finding purpose, and surviving the gray space between ambition and burnout.Read Corporate Ghost Protocol on Medium.com.