Allison Li Email & Phone Number

Remote

- Providing top quality, white-glove service to all clients— internal or external. Service is a mission, and an extension of our product. - Protecting the brand and reputation of our educational partners and supporting the professional, educational interests of students and faculty.- Remotely assisting users with advanced issues who have already gone through initial troubleshooting or have issues connected to vendor supported services.- Determining and documenting root cause and differentiating system issues from user issues. - Communicating between internal and external vendors to resolve issues in timely manner and aggregating all relevant data for any additional required actions. - Prioritizing bug report trends and product enhancement requests per company objectives to communicate to various development teams.- Identifying and owning front-facing system issues, and communicating to internal teams appropriate responses/solutions to affected parties.- Managing positive vendor and interdepartmental relationships to support company interests and upper management.- Balancing time and metric based responsibilities with ongoing departmental projects.- Identifying trends in consumer technology and scoping possible future negative impacts on proprietary systems.- Advising and educating other support team members on proprietary systems and workflow processes.

Remote

- Working directly with student and faculty troubleshooting technical issues and coordinating solutions with 2U’s technical team.- Kind, courteous, and positive attitude when handling customer communication and issue resolution; a master of 2U’s “White Glove Service.” - Understands Student/Faculty support process to direct and communicate support traffic when necessary.- Ability to train and support new hires during on-barding, as well as help research unknown solutions.- Always up-to-date with changes in proprietary and industry technology that impact student and faculty workflow.- Fast-pace and able to handle high-volume periods of issues without sacrificing quality of interaction with customers.- Creative thinker and always able to suggest improvements to processes to optimize experience for both customer and coworker.- Great teamwork and a motivational voice with coworkers and other teammates. Enthusiastic about coworkers and celebrates shared successes.

Cincinnati, Ohio Area

- Lead, facilitated, and completed multiple operational projects simultaneously by prioritizing departmental goals and utilizing team strengths.- Provided excellent internal and external customer support.- Identified gaps in resources and created extensive process documentation and training resources for both internal and external purposes.- Maintained a high rate of quality in all Production related tasks and exemplified a meticulous standard of execution.- Adapted to quickly changing needs of unique campaigns while streamlining fit within internal proprietary systems.- Ensured the smooth delivery, technical quality, and functionality of offers and and assets by providing critical feedback on client assets and campaigns.- Trained clients on proprietary softwares.- Improved use of systems and workflow to streamline internal processes and developed efficient workflow patterns.- Facilitated interdepartmental projects and communications and lead in pooling information and problem-solving.- Shifted knowledge between departments to improve over-all quality of product and increase skill of team members.

- Designed branding materials and worked with marketing director on company rebranding. - Created digital systems and managed media. - Managed and updated website. http://www.oal.org- Used constant contact to design and send newsletters. - Encouraged enrolment of student peers into the non-profit, membership based organisation aimed at promoting Ohio artists.

Bachelor Of Arts (B.A.), Fine/Studio Arts, General, Photography, Senior

Activities and Societies: The Japanese Student Organization - Graphic Design Officer

Education record