Michael Arnold Email & Phone Number

Manage Confluence knowledge base platform for Customer Support and Inside Sales teams. Duties include aggregating new product and policy information; building and publishing new knowledge content; updating existing knowledge content for accuracy; addressing feedback from front-line support agents as well as product line stakeholders; using integrated blog system to communicate change management updates to users; process and review data analytics to track user and content trends; and other misc project support duties as assigned.

Orlando, Florida Area

Accumulate, package, and disseminate information to customer service agents, stakeholders, and students. Review new data to determine relevancy and importance before crafting visually interesting and concise communications. Use HTML and image editors to tailor communications to the audience and reinforcing the organization's brand identity. Scour a multitude of information channels for new developments and issues to increase the operational awareness and effectiveness of the customer service team.Coordinate with Training team to onboard new hires and develop knowledge checks for existing agents. Maintain Knowledge Base in Salesforce, creating, updating, and archiving articles as needed. Solicit feedback from users to keep Knowledge Base current and increase efficiency. Assist managers in the development of SOP and other reference materials for common and/or complex tasks. Contribute to special projects to improve the student and agent experience.

Orlando, Florida Area

While maintaining Data Processing duties, provided customer service and academic support to students via multiple Kaplan Facebook and Twitter accounts. Also responded to product and service reviews on TrustPilot and Amazon.com. Coordinated with Social Media manager to communicate important information to social audience via banner and pinned posts (weather alerts, outages, etc.). Reported escalated issues to product owners to solicit feedback and determine best response. Provided metrics to stakeholders to gauge social media volume and effectiveness. Worked with Social Media academic support and marketing teams to develop a brand voice and foster positive relationships with students.

Orlando, Florida Area

While maintaining Data Processing duties, coordinate with internal teams regarding product updates, policy changes, and best communications practices for all business units. Act as liaison between service management team and field teams to ensure accurate dissemination of critical data for our students and internal clients. Manage Salesforce Knowledge database; archive outdated Articles, create new Articles, update existing Articles as needed. Validate product and policy updates with stakeholders prior to publication. Communicate updates to Service team and management.

Orlando, Florida Area

Resolved offline student requests and issues via a variety of channels: internal cases, student emails, social media, and field submissions. Basic technical maintenance of student accounts, offline enrollments, student shipping processes, completion letters to State Nursing Boards, online walkthroughs of student resources, first level student retention efforts, customer service and problem solving.

Orlando, Florida Area

While maintaining Data Processing duties, also took on added responsibility of Production Support for internal and external customers. Validated reported technical issues and ascribed severity level to report. Coordinated with field teams and product owners to prioritize reports and resolve technical issues in a timely and efficient manner. Communicated between teams and customer service to provide progress updates and best practices.

Orlando, Florida Area

Direct phone and email service to KTP students. Utilized a variety of database and POS systems to resolve student requests, process enrollments, and manage accounts.

Greater St. Louis Area

• Resolved customer subscription inquiries via phone, email, post, and fax• Provided support for The Economist Online, website and digital apps• Reported and escalated customer distribution inquiries to global delivery agents• Performed quality checks for accuracy of mail processed by other team members• Assisted with training of new phone agents

Greater St. Louis Area

• Monitored high volumes of alarm signals and dispatched emergency personnel nationally• Tested commercial and residential alarm systems for operational status• Performed scheduled security wellness checks for commercial clients

Greater St. Louis Area

• Dealt with highly confidential data (Employee and volunteer background checks and personal data, Employee termination files, Client registration and audit records, Budget and purchasing records)• Sorted and scanned employee files and vendor documents• Data entry

Ocoee, Fl

• Video and radio surveillance of more than 300 miles of roadway • Dispatched emergency personnel and completed traffic incident data reports• Information liaison for local media, motorists, and law enforcement• Assisted supervisor with key improvement ideas with SunNav software system• Took on additional responsibility of inputting FHP crash report data into database for reporting, incident reduction, and response monitoring purposes

Parking & Transportation

Team Lead for Valet and Resort Yacht operations. Daily revenue and passenger tracking reconciliation. Handled escalated guest service and employee issues. Trained new employees in Resort Yacht operations and revised training materials. Monitored labor hours and enhanced security measures for Valet and Resort Yacht operations.

Parking & Transportation

Supervised all of Parking and Transportation areas, including Parking Lot, Toll Plaza, Valet, Wheelchair Rentals, Kennel, Resort Bus, and Resort Yacht operations. Supervised between 60 and 150 employees depending on season. Drafted and updated training materials (manuals, tests, and outlines) for Resort Yachts and Parking (Lot/Toll Plaza) operations. Completed various daily and weekly reports in an efficient and timely manner, including revenue, labor, and daily transportation usage reports.

Parking & Transportation

Team Lead for Parking Lot and Toll Plaza operations. Handled escalated guest service and employee issues. Reconciled revenue and ticketing practices for toll plaza operations. Responsible for the accounting and secure deposit of over $100,000 daily. Controlled traffic operations for incoming guests, up to 30,000 vehicles daily. Trained new team leads in toll plaza operation. Operated trams, shuttle vans, yachts, company, and guest vehicles.

Bachelor Of Science (B.S.), Communication And Media Studies

Associate Of Arts (A.A.), English

Associate Of Science (A.S.), Film Production Technology