Nicole Callahan is a Digital Engagement Strategist at the U.S. Department of Education’s office of Federal Student Aid (FSA.) As a part of the federal government’s first Customer Experience Office, Nicole's primary focus is taking a customer-centric, data-driven approach to improving FSA's digital customer experience. As a Digital Engagement Strategist, Nicole launched a social media-based customer care service that handles more than 1,000 inquiries per month. She also uses social media to solicit and tracks customer feedback in order to improve FSA’s products and services. In her spare time, Nicole is a huge foodie, avid Boston Bruins hockey fan, and a diligent (but not-so-fast) runner.
[Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.]
Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.