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• Implement new tools to increase employee efficiency and provide better customer experiences• High level administrative work, including budget planning, performance reviews, recruiting, and management meetings

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• Consulted product design team on product roadmap

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.