Bernard Merkel Email & Phone Number

Portland, Oregon Area

• Manage all customer interactions, including: Implementation, Support, and Field Services
• Develop new strategies to decrease customer tickets, including upgrading the support desk manual, and customer service training.
• Redesign user onboarding process to reduce onboarding time, ensure long term success,
• Strategize for future product release by creating product demo, customer onboarding processes, customer service expectations, and company objectives
• Support customer onboarding and training internationally and domestically
• Manage escalated issues

Portland, Oregon Area

• Managed a team of team of ~10 employees
• Prioritized tickets on SaaS customization and standards needs from customers on a yearly basis
• Developed an operational framework on database maintenance, copyright standards, and SaaS customization
• Presented regularly to employees on leadership skills and pedagogical philosophies
• Managed large scale, simultaneous long term customer projects
• Developed a new consulting service

Portland, Oregon Area

• Customized SaaS to meet customer needs
• Attended and participated in national education conferences
• Tracked and completed tickets daily for customers
• Headed information symposiums for multiple departments to share new skills, knowledge, and trends in theeducation field

Portland, Oregon Area

• Analyzed data to determine the best method to input into an internal database
• Researched educational standards practices and organizations

- Co-coordinate Residence Life staff training- Present on effective leadership and programming strategies- Plan and implement group discussions to encourage dialog around issues of diversity and social justice- Guide and lead a staff of 13 Resident Assistants- Advise and provide structure for Hall Councils

- Served as role model and mentor to 30-80 students.- Developed skills in counseling, mediation, cultural awareness and crisis intervention-Planned, organized and presented educational, cultural and social programs-Enforced university policies

- Plan a diversity of programs around campus ranging from speakers to movies - Oversee 10 board members - Manage a budget of $100,000+ to coordinate and present 40+ programs yearly

- Raise awareness about the educational achievement gap on campus- Maintain a high visibility campaign on campus for Teach For America- Network with student organizations to secure presentations

- Help 1st year students with French homework- Converse in French with 1st and 2nd year students

Masters Of Science, International Relations

Bachelor Of Arts, French, International Studies (Honors)

Activities and Societies: Mortar Board, Phi Delta Theta, Academic Council student representative, Willamette Events Board Issues and.