Aaron Wall Email & Phone Number

Remote

Provided frontline chat support for customers, resolving dozens of issues daily in six unrelated accounting software suites, maintaining over 98% customer satisfaction for over 2 years.Promoted from chat support to spearhead new one-to-many live support and troubleshooting demo project, which diverted and resolved up to 50% of support call volume.Established and promoted best practices for novel support venue.Managed a team of up to 3 people in staffing the support venue for regional flagship product.Coached and provided training and support for teams of four other major product lines in establishing their own similar support venues.Scripted, recorded, narrated, edited, produced, and published IT demonstration and troubleshooting videos and presentations for regional flagship products, using a combination of Powerpoint, Camtasia Studio, and Adobe Premiere Pro.Established best practices for video production, training and coaching 4 other employees.Participated in the development and implementation of new content standards for product knowledgebase consisting of ~100,000 articles accumulated over 20-30 years by thousands of technical writers, providing a uniform and high-quality customer experience by removing redundancy, clarifying and streamlining existing content.Working remotely with an international team of a dozen other techinical writers, prepared the knowledgebase for transfer to a new content management service with new templates and processes for authoring, editing, and accessing content.Worked remotely with international team to create new chatbots using Microsoft Azure for frontline support in four major product lines, including regional flagship products, which would divert and resolve up to 90% of incoming volume. Developed and implemented procedures to map out, input, and train the bots to resolve thousands of common issues and demand drivers.

-Composes, writes, and edits creative prose.-Formats, publishes, and promotes own work through various outlets.-Juggle three active projects simultaneously while monitoring with eight completed works and laying the groundwork for two to four upcoming projects.-Three novellas, three novels, and two short stories published.-Over $100 in profit realized in 2014 alone.-Cumulative word count of all stories nearly 2 million.-Self taught in all necessary programs and relevant industry practices.-Keep up with current trends in rapidly-changing industry, as it undergoes ebook and self-publishing revolution.

Tigard, Or

Provide technical support for smartphones, tablets, laptops, and desktop computers in a call center environment. Maintain strict information security for sensitive company and customer information. Document all work performed in a timely but through manner, taking two minutes of work time per twenty-minute call. Maintain customer satisfaction ratings for personal services and for the company as a whole above industry standards at over 93%. Work 3.75 hours mandatory overtime every week for at least 6 weeks. Maintain strict adherence to schedule with an attitude that "on time" is late. Proactively seek any necessary resources without supervisory oversight when needed.

Sherwood, Or

maintain the security of high-value merchandise; receive, process, and stock merchandise with a retail value in excess of $1,000 per week; prepare high-value merchandise for reverse logistics; provide excellent customer service and close hundreds of dollars in sales per day; provide fine mechanical work for the repair of customer watches; stock and maintain the orderly appearance of jewelry department and shoe department; be able to perform all of the above tasks with no previous experience in jewelry retail and only 1-2 weeks of on-the-job training.

Granby, Co

-Assign duties for up to nine 4-6 person crews; supervise and check their work as they clean rooms and provide room service for three motel-size lodges and 65 cabins-Manage crews throughout the day in cooperation with higher levels of management-File disciplinary written warnings, incident reports, and worker’s compensation claims as necessary.

Granby, Co

-Check and clean a dozen conference rooms, two dozen bathrooms, and associated facilities daily, working alone or with one partner-Supervise partner daily as well as other Conference Services teams in manager’s absence-Maintain awareness of all Conference Services activities-Plan, schedule, and execute deep cleaning-Assist in setup, tear down, and delivery activities as required-Organize and delegate large projects-Advise management on job requirements of newly created position and staffing needs

Fort Collins, Colorado Area

-Provide excellent customer service in conducting the affairs of my own department alone as well as assisting in the work of two neighboring departments-Responsible for operating and maintaining five advanced and specialized printers and the computer system coordinating them-Assemble professional-quality products worth ~$40 a piece for delivery within one hour of order placement-Responsible for tracking, counting, protecting, displaying, and delivering to customers thousands of dollars of inventory-Ensure compliance with copyright law and company policy in photos reproduced at the lab. Daily inform multiple customers of these policies and secure their cooperation or deny sale.-Perform all of the above functions to the satisfaction of management, coworkers, and customers after a minimum of on-the-job training (two days with employee who had not worked in the department for some time and was no longer familiar with all its procedures) and no previous experience in the field.

1200 North College Avenue

• Accountable for opening and closing cash counts and nightly deposits for 2 to 5 registers daily.• Answers phone professionally and directs incoming calls to appropriate departments.• Provides superior customer service in fast-paced, specialized retail environment.• Maintains cleanliness and orderliness of work area and the front end.

Granby, Co

• Works independently or with one partner to insure the daily cleanliness of more than a dozen conference rooms and two dozen bathrooms.• Completes work alone that would otherwise be assigned to multiple teams of four or more people.• Prioritizes assignments and manages own time to get everything done.• Works responsibly without supervision.• Assists management by driving deliveries to their destinations as needed.

Colorado Springs, Colorado Area

http://www.lifegatebc.org/• Uploading materials for existing church website• Designing and consulting with pastor on modernizations and improvements to the website to be deployed in the near future

• Oversaw the operation and use of 8 self-checkout computer terminals by ~1,000 customers daily, responsible for troubleshooting, light maintenance, and introduction of new users to system• Trained 6 other employees in the use of technology, performance of duties, and customer service• Participated in two management feedback programs to provide direction for store improvement• Provided excellent customer service in high-paced retail environment, exercised initiative in seeking new assignments to fulfill department objectives, handled and managed over $10,000 in sales daily, including over $1,000 in cash

Fort Collins, Colorado Area

• Created website from scratch by teaching self HTML in spare time while pursuing college degree full time; maintained, operated, and expanded website without help for over a year• Created all graphics and content by teaching self to use latest version of 3D modeling studio DAZ3D and GIMP (Photoshop equivalent)

Fort Collins, Colorado Area

• Organized and stocked 120 books daily, managed sorting machine for inbound books, manually sorted hundreds of inbound books.• Selected books for homebound patrons based on their personal interests and reading history

Colorado Springs, Colorado Area

• Created promotional, informational, and registration materials for over a dozen projects• Managed communications with authors, fans, contributors, and VIPs• Reviewed hundreds of submissions and contributed to acquisitions decisions• Managed editorial inventory: organized, ordered, and distributed hundreds of books

clean cabins and lodge rooms by check-in time, fold, bundle, and sort laundry

Bachelors, Business Administration

Activities and Societies: Supply Chain Management, Entrepreneurship, Navigators College Campus Ministry (student leader), The Rock college.

High School Diploma