Customer Service Management: Excelled in handling highly technical customer support requests in a high-volume environment with timely resolution. Result: 89 percent average on customer service surveys, meeting and exceeding department KPIs. Teamwork | Collaboration: Consistently established positive working relationships with management, staff, and customers. Result: Quicker resolution of internal and customer issues, saving our customers money in production time Internal/External Communication: Effectively handled communications between in-house software team, customers, and stakeholders. Result: Highest rate of subscription renewal among products offered. Increase in customers returning to company after using a competitor product. Technical Writing: Excelled in creating, editing and managing public-facing technical documentation for company customer base, utilizing Salesforce Technical Documentation environment, while ensuring important timely updates. Result: Increase in customer use of product documentation. 13 percent increase in email/internet cases to a decline in phone cases, meeting department KPIs.Content Management: Developed and implemented curriculum and training materials. Result: Decrease in phone support. Increase in clicks on product documentation on customer portal.Project Support: Excelled at handling special projects designated by senior staff. Result: Successfully reached out to 85 percent of our customers to ensure they were compliant with a USPS initiative. Created materials with instructions for meeting compliance standards. Case Management: Clear and concise case creation with detailed notes Result: Increase in timely case resolution. Better visibility by stakeholders into potential problems, leading to more effective case resolution. Triage: Triaged cases, factoring in customer impact, our SLA, including logging and following bugs in JIRA.

Case Management: Consistently maintained detailed documentation of all customer interactions in CRM. Volunteered to handle complaints and issues for management during busy periods. Internal Communication: Expeditiously escalated issues to appropriate staff when typical procedures did not result in resolution. Efficiency: Took ownership of unresolved customer issues ensuring the proper visibility and attention in a timely manner, always resulting in a positive customer experience. Training & Coaching: Successfully hired, introduced and managed temporary staff for special projects. Process Enhancement: Implemented new company processes to effectively resolve customer service issues. Training | KPI Management: Consistently trained new agents on the proper service methods and scored their calls using the organization's quality assurance program.

Curriculum Planning: Received high marks for creativity of classroom lesson plans and instructional techniques from students, parents, and faculty. Planned and developed curricula that impacted the lives of thousands of students. Instruction: Improved standardized tests scores by 16% in 12-month period. Engagement: Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials.  Variation: Provided instruction in reading and comprehension to special needs students. Teamwork & Collaboration: Established positive relationships with students, parents, fellow teachers, and school administrators. Adaptability: Developed interesting course plans to meet academic, intellectual and social needs for students in various stages of cognitive, linguistic, social, and emotional development.  Classroom Management: Combined discipline plan with effective measures and various lesson plans to increase concentration, participation, progress, and accountability.