Tell us about yourself and your background. 

Reese: I am originally from Colorado Springs, C.O., but currently live in Austin, T.X., and before that, I was a military brat and spent most of my life stationed in Washington D.C., before we moved to Austin. I'm going to be a senior at Baylor University this year, majoring in business. 

I love Baylor. My professors are great and it's nice to feel part of a close-knit community. I consider myself nerdier than most people first assume, and I tend to bring that into everything I do. If you don't hear me mention Dungeons and Dragons at least once a day you should be mildly concerned. 

I’m absolutely a family person. I love spending time with my family in any capacity, whether it’s hanging out with my soon-to-be 13-year-old brother or spending time with my parents. In addition, I love sewing and doing other artsy activities. I love anything creative that brings a little extra fun to my day! It’s all about finding ways to relax and enjoy myself outside of work. 

Tell us about your role and how your experience has been so far. 

Reese: My internship position is in Donor Services. My experience has been amazing across the board. When people hear "customer service" and think about being on the phone, they often assume it's just about resetting passwords all day and handling complaints. While there are occasional calls like that, my role is much more dynamic and engaging. 

As a donor specialist intern, we are mainly the frontline. If anyone calls in regarding a grant issue, wants to contribute (which means adding money to their account), has general questions, or needs help solving a problem, we're the ones they speak to. I joke with my friends that every call is like a different Scooby-Doo episode because you're solving a different mystery each time. We handle a wide variety of calls. 

Each call is unique, and it's our job to make the caller feel comfortable and confident that we can handle their needs. What's great is that we have a fantastic support team, especially on the grant side. No one ever feels stranded, and we can handle pretty much everything thanks to the strong teamwork. 

Have you encountered any challenges during your internship? If so, how did you overcome them? 

Reese: The biggest challenge, as anyone who has dealt with clients will understand, is managing strong emotions and problems simultaneously. When a client calls with questions or concerns, it's crucial to handle it with care and professionalism. The key to managing these situations is de-escalating while solving the problem, which can at times require solid understanding of the subject matter.

When addressing client concerns, being able to effectively de-escalate the situation involves having the facts and knowledge readily available. This means continuously learning and ensuring you have the necessary information at your fingertips. Our team dynamics are essential in successfully navigating through client calls. For example, during a recent call, I encountered a question and immediately reached out to a colleague from our donor services team. They promptly assisted, demonstrating how our team operates not as individuals but as a cohesive unit. Schwab Charitable functions as a single organism, where support and collaboration are the norms. This teamwork is essential in overcoming any challenge that comes our way. 

If you had to mentor a future Schwab Charitable intern, what is one piece of advice you would want to give them?

Reese: Be comfortable with not knowing everything right away. You're not going to know it all in the first two weeks after you finish your training. This goes for any job—you might think your brain has reached its limit, but there is always so much more to learn. Anticipate making mistakes and be okay with that ahead of time. Remember: you're human, and if you give everything you have and are ready to learn, you'll be fine. Be prepared to get out of your comfort zone. Sometimes, you'll have unexpected conversations, learn to go with the flow and let things happen, even if you're not mentally prepared for it. Ultimately, embracing these moments and being flexible will help you grow and succeed in your role. 

What are your plans after this internship? 

Reese: I live by a Greek saying "Meraki", which means to do something with all of one’s soul and leave a part of it in everything you do. After this internship, I plan to live my life with passion and love, bringing good and light into the world. Whether it be volunteering, working with philanthropies, or mentoring freshmen on my college campus, my goal is to spread beauty and positivity. In the later future, I envision myself in a place where I am financially secure and able to help others, whether that means working with a small business, an art institution, or a startup that needs guidance. I want to lead a team and nurture others, ensuring they feel supported and can achieve their goals. My aim is to work in a leadership position within an organization that aligns with my mission of bringing good and beauty into the world.