Brian Batoosingh Email & Phone Number

Remote

Customer Support lead for a special project scheduled for September 2021.Event chat moderator/oversee program & replay page event chat during live events.As-needed event CX QA support.Routinely handles customer ticket/email, phone, and chat support requests in a professional, friendly, accurate and efficient manner Supports course and program sales and registrations by taking telephone orders or responding to email requests for assistance with purchases Troubleshoots technical issues with regards to customer participation in online courses and programs on both PC and Mac, as well as on various tablets and mobile phone devices, and on all major browsers Reports support issues to The Shift Network Team so as to resolve challenges that arise and thus provide an improved experience for our customers Seeks always to improve the customer experience in every interaction and takes proactive measures to prevent support issues from occurring whenever possible Maintains an unflappable, helpful, calm and friendly point of view in all dealings with customers, while listening, understanding and resolving any issues that may arise Exemplifies the values, aim, vision and mission of The Shift Network in all dealings with customers, clients, community members and faculty – walks the talk!

Remote; Petaluma, California

Assist in technical support for The Shift Summit & Music Festival for thousands of viewers via Zoom, Vimeo, and Slack. Chat Monitor & Trainer for festivals, summits, and events.• Checks in the guests and does lighting, sound, background tests in breakout room, backup to communicate with guests who don't show up, when able - monitors chat and/or stage email for Q and A. Posts comments and links to attendees. Screen shares slides, prerecorded videos, etc. Uses Slack to communicate with the team. • Manages cameras, switches between gallery and speaker view (AKA manual spotlighting), lets guests and attendees in, mutes/enables audio and video and makes the guest "panelist" icon visible (Zoom term) If there is only one guest speaker (not a panel discussion with a group of guests) this person can also manage posts to attendees. Monitors chat and manages the Q and A. Manage schedule - move things along on time. Main stage only: Posts comments and links to attendees.- Be the eyes, ears and public presence at our online events where the Chat feature is enabled. Keep energy high, answer questions, keep participants oriented, ask questions to engage, handle folks who are out of line, gather info, process improvement, train Virtual Assistants.

Remote

Assist in producing virtual events via Zoom, Event Cadence, Symphony, and Vimeo. Post production audio/video editing to create highlight videos using Flixier and ContentFries for clients whose main focus is environmental and social justice.Cutting out a dozen short clips from a 1hr talk into a 3min highlight video, inserting some graphics and pre-designed lower third mov files.Lead speaker prep sessions with our best practices presentation and 1on1 tech checks. Communicate with team via Slack.Basic production in Symphony, the Zoom-powered tool in our event platform, which is quite similar to Zoom meetings/webinar with some additional features.Produce some internal or client meetings. Include facilitating backstage prep (audio, video, lighting, internet connection, and more), admitting, surveys, polls, spotlighting, notes, content, chat, schedule, breakout rooms, screen share, slideshows, recording, reports, and questions.

Remote

Contract writing and editing. Analyze customer profiles and accurately convert customer’s characteristics to text. Re-write articles on various subject matter for publication on online magazines.• Provided outstanding customer service and writing content, earning positive guest feedback.• Determine various aspects of the customer’s existing profile & personality, and elaborate on key points to create a well-rounded, interesting profile to attract the attention of other members.• Efficiently communicate and log interactions with each customer via email and web-based tools.

Burlington, Vermont Area

Lead production team member executing setup, onsite, and breakdown of multiple events on campus. First point of contact with clients delivering exceptional customer service and courteous technical support. Maintain high standards and exceed expectations while problem solving during high-pressure situations.• Check and update Event Management System in conjunction with event planners and various departments to carry out smooth operation of events from concept to completion. Anticipate needs. Used Zoom, MS Teams, PeopleSoft, Outlook, EMS, and computer software as needed. • Functional supervision providing direction to up to 28 staff members. Analyzing and planning setup details for lighting, audio, and video projection. Exhibited professional demeanor. Relationship building.• Improved overall customer satisfaction. Motivated the team in high pressure environments.• Helped to create a new system for tracking inventory. Practiced principals of social justice and inclusion.

Remote

Editor, developer, creative writer, and researcher creating engaging articles to increase readership. Ensure content captures reader interest while promoting organization’s message.

Santa Rosa

Operations, customer service, correspondence, proposals, vendor management, coordinating, and consulting. • Planned and ensured seamless high-level event services for groups of up to 2000 people. Resolved contract disputes. Knowledgeable on all aspects of service including billing and expense reconciliation. • Booked events, scheduling, pre-production planning, secured necessary staff and equipment, conducted site inspections, developed timelines, on-site installation and breakdown.• Developed strategic upselling plan increasing revenue by an average of 25% annually. Public speaking, A/V setup; proficient in multiple software applications. Research and purchasing of long-term assets. Maintained website. Created and posted audio/video montages online. Consulted clients on the details and timeline of their events. On-site event coordination, management and support. Solicited feedback.

Santa Rosa, California

Provide outstanding team leadership and execution. Create profitable environment and deliver exceptional customer service. Maintain high standards. Sales, training, onboarding, and scheduling. Lead orientations.• Strategic planning, shift organization, and day-to-day management activities. Coordinating entire operation. Became the Training Specialist within one year. • Analyzing and planning sales levels and profitability. Exhibited professional demeanor. Relationship building and talent generating. Focused on Catering sales to increase profits and promote brand name. • Managing a budget and controlling costs increasing profitability within one year.• Improved overall customer satisfaction and feedback by 40%. Recruiting, training, and motivating staff.• Observe behavior of employees and provide feedback. Adaptable under high pressure situations.

Healdsburg, California

Front house service and hospitality specialist at a fast paced, casually elegant, fine Italian restaurant offering over 200 Sonoma County and Italian wines.• Within one year I became a dynamic player exhibiting strong growth potential and loyalty. Promoted teamwork and cohesion among the staff. A helpful, calm, friendly listener. • Supervised new hires and familiarized with POS system. Maintained a positive attitude. • Achieved ideal guest experiences fostering loyal customers with a charismatic, warm, and genuine professional attitude.

Rohnert Park, California

Front office specialist navigating multiple platforms simultaneously. Technician and scheduler multitasking to solve problems, manage phones, facilitate meetings, operate front desk, and manage complex projects. • Collaborated with managers, faculty and students in person, via the web, and over the phone to develop final production calendars, resolving interdepartmental conflicts among multiple stakeholders.• Assisted with programming class schedules. Designed online writeable questionnaires and other forms improving overall processes and workflows. Supervised and trained student technicians.• Managed front office, answered phones, provided faculty support, student support, executed registration, payroll, hiring, filing, records, queries, permissions, ordered supplies, and maintained inventory. Maintained helpful, calm, and friendly point of view in all dealings.• Coordinated logistical details associated with providing instructional and technical support for all Performing Arts productions and instructional activities (often 5+ events/day). Proficiency with multiple relevant software applications including MS Office, PeopleSoft, CMS, Resource 25, Dreamweaver, Moodle and more. Training and involvement with budgets. A/V setup and meeting setup. • Worked with hundreds of internal and external clients to coordinate and provide complex technical support needs, exceeding client expectations. Arranged ground transportation.