Allison Dappen

Experience

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  WenatcheeOutdoors

  Jun 2005 - Aug 2009

  Website Management and Editorial Assistant

  • Managed and updated the organization’s website.• Mapped trails with TOPO! Mapping Software, developed an instruction manual, and formatted pictures.• Wrote and edited content for the site.

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  Middlebury College

  Sept 2007 - May 2010

  Admissions Student Employee

  • Checked in visiting prospective students and families and input their information into Banner.• Answered questions about the college admissions process both in person and on the phone.• Organized and updated confidential applicant files.• Entered applicant’s admission status and counselor scoring information into Banner.

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  Centro de Educacion Continua

  Aug 2008 - Aug 2009

  Intern and Volunteer

  • Coordinated a program to bring students from a low-income Chilean high school to the local university to practice English and learn about American culture.• Assisted with English classes in a local high school.• Planned and taught an introductory English course for local waiters and restaurant owners with the goal of improving the city’s tourism industry.

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  Villa Huidif

  Sept 2008 - Aug 2009

  Volunteer

  • Designed a curriculum and taught introductory English classes to girls from low-income, at-risk families.• Tutored girls ages 10-18 in English and Math.

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  Middlebury-Monterey Language Academy

  Jul 2010 - Jul 2010

  Spanish Residential Adviser

  • Counseled at a four-week Spanish immersion academy requiring full-time Spanish-speaking staff.• Maintained the mental and physical well-being of the 12 girls under my charge.• Advised girls on issues including bullying, homesickness, academic problems, and sexual harassment.• Tutored students in Spanish.• Planned and executed engaging activities to enhance language learning for 130 students ages 12-18.

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  Middlebury College

  Oct 2010 - May 2011

  Admissions Assistant

  • Facilitated the admissions process at a highly-selective liberal arts college.• Supervised and trained up to 15 student employees.• Answered questions regarding the admissions process by phone and email.• Worked with Banner, Hyperion, and Excel to organize, update, and process confidential applicant files.

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  College Access Now

  Sept 2011 - Jun 2013

  AmeriCorps College Coach

  AmeriCorps Senior College Coach, West Seattle High School (September 2012-June 2013)• Designed and led weekly after-school workshops for 35 low-income, first-generation-to-college students. Topics included ACT test prep, essay writing, financial aid, and transitioning to college. 100% of my students completed the FAFSA and were accepted to a 2- or 4-year college.• Provided support for CAN events and campus visits, and supervised two community volunteers.• Represented CAN at community outreach events, presenting trainings on ACT registration, FAFSA completion, and the pathway to college for local community members.• Created and lead a focus group of 7 fellow AmeriCorps members to research and incorporate the development of youth non-cognitive skills into the program’s curriculum. • Active in additional inter-organizational leadership roles including increasing parent engagement in CAN’s programming and serving on CAN’s Strategic Planning Committee.AmeriCorps VISTA Junior Program Coordinator (September 2011-August 2012)• Developed a year-long college access curriculum for 11th grade students. This curriculum, with modifications, served approximately 350 students in the 7 high schools where CAN operated.• Created a youth mentorship program between CAN juniors and seniors to increase youth engagement and foster community within the program. Show less

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  College Access Now

  Aug 2013 - May 2015

  AmeriCorps Program Associate

  • Led hiring process for the organization’s 20-person AmeriCorps team, overseeing an interview team of 7 staff and 10 AmeriCorps members. Drafted position descriptions, coordinated interviews, and made offers to candidates.• Designed a database using Excel and Google Spreadsheets to track AmeriCorps members’ hours and progress toward year-end goals. Made ongoing improvements to simplify use and readability.• Onboarded new AmeriCorps members and organized on-going member support and weekly training on student engagement, college admissions, financial aid, and professional development.• Managed CAN’s compliance with AmeriCorps’ grant requirements, maintaining a perfect record of zero audit findings in every grant cycle.• Collaborated in writing a grant application to receive state funds from Serve Washington, responsible for securing $250,000 in funding for the organization’s AmeriCorps team. • Managed CAN’s Peer Outreach Project, a student leadership program for high school seniors. Coordinated the efforts of 10 AmeriCorps members across 5 high schools. Grew program from approximately 15 participants in 2011 to 50 students in 2015. Show less

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  University of Washington

  Apr 2016 - Aug 2016

  Temporary Program Coordinator, Classroom Services, Health Sciences Building

  • Collaborated with 3 separate teams to gather requirements and develop new procedures to manage 500 locker rentals throughout the building. Created new tools and trained staff and student employees in their use.• Wrote and edited office training manuals.• Processed service orders and equipment requests, took calls, resolved A/V equipment issues.

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  Most Personal Essay

  May 2016 - Nov 2019

  College Essay Tutor

  • Provided intensive, personalized college essay tutoring for 11th- and 12th-graders in the Seattle area.• Supported students with all aspects of the essay-writing process, from brainstorming to proofreading.

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  Starbucks

  Aug 2016 - now

  • Leading the migration of the Support Management & Request Tool (SMART) and Experience to ServiceNow – a project that will mitigate risk and enable business efficiencies in the areas of Store Development/Store Operations support and lease administration. • Conducting user tests to validate routing pathways for ServiceNow to ensure a user-centric design and an optimized customer experience.• Coordinating cross-functional efforts and driving project alignment across multiple technology teams, an external vendor, lease administration, and over 45 Store Development and Store Operations support teams. Show less • Led enhancements to Atlas Briefs user interface, allowing users to track results of Challenged Store Assessments and archive records no longer relevant to real estate strategy discussions. Built wireframes in Figma.• Designed enhancements to the Support Management and Request Tool (SMART), expanding the tool’s functionality to include searchable categories, user quick links, a knowledge repository, and enhanced administrative capabilities. Conducted focus groups, built wireframes in Figma, and tested with users. Today, the knowledge repository contains over 200 items, allowing partners to quickly find answers to their questions without needing to wait for a support response. In FY22, SMART distributed over 13,700 tickets to 45 support teams.• Delivered a page approval workflow to the Store Development Resource Center (SDRC), alerting content creators when their webpages were expiring, notifying the site’s content management team when pages required review, and allowing the content management team to control when webpages were published.• Created an anchor links feature for the SDRC, allowing the site’s content management team to link partners directly to the most relevant part of a page, saving partner time and mindshare. Built wireframes and tested using Figma.• Led delivery for creation of and enhancements to the Landlord Workletter (LLWL) tool. The tool improved efficiency and consistency for the partners responsible for creating the Landlord Workletter section of Starbucks leases and is currently in use in over 15 US regions. Learned Adobe XD to create and complete click testing on product wireframes.• Managed the SDRC’s sustainment backlog, determined prioritization and schedule, and acted as primary point of contact between the SDRC team and the site’s offshore development team. Show less • Delivered new features and tools for the Store Development Resource Center (SDRC), a custom-built SharePoint website that acts as the central source of standards and support for Store Development partners. Wrote and gathered business requirements, managed project timelines and backlog prioritization, collaborated with the site’s offshore development team, conducted user acceptance testing (UAT), facilitated trainings, and made continued enhancements based on user feedback.• Supported the launch of SMART. The first iteration piloted the concept of a centralized Store Development support tool, allowing users to submit questions for automatic routing to the correct support team. The success of this pilot led to two subsequent iterations of enhancements. Built wireframes in PowerPoint, conducted click testing, and ran tree tests with over 100 users to create the categorization hierarchy. • Rebuilt SMART’s categorization hierarchy to allow the tool to expand from 13 to over 30 participating support teams. Analyzed survey and usage data and conducted user and team interviews to remove clutter and reduce the number of clicks needed to submit questions.• Designed new SMART functionality allowing ticket creators and support team members to communicate within the tool. Built wireframes in PowerPoint.• Introduced UX testing to the SDRC team’s processes. Ran card sorting tests to optimize the SDRC’s Help Section menu, used click testing during wireframe creation, and ran tree tests to refine the SMART categorization hierarchy.• Wrote and analyzed the SDRC’s annual user survey to evaluate prior years’ releases and determine key user priorities for the coming year. Results from the survey determined key priorities for following years’ product roadmap. • Managed the SDRC support inbox, responding to user questions or problems. Developed recommendations for system enhancements based on trends in user feedback. Show less

  • Business Systems Analyst Lead

    Aug 2023 - now

  • Business Systems Analyst Sr

    Mar 2020 - Sept 2023

  • Business Systems Analyst, Store Development Resource Center

    Nov 2017 - Mar 2020

  • Senior Coordinator, Channel Development

    Aug 2016 - Oct 2017