Charles Graham Email & Phone Number

Re-scored an independent movie using Presonus Studio One, Kontakt and other virtual instrumentsLearned Articulate 360 and Articulate Rise via online training on the Articulate siteCreated a YouTube music composing channel where I create music for DND games

Chantilly, Virginia, United States

• Created engaging educational videos using Adobe Premiere, After Effects, and Photoshop. Highlighted projects included Secrets of the Occult, Tibet: History, Culture, and Religion, and Storytelling and the Human.
• Optimized access to department policies and procedures after leading cross-departmental standardization projects, leading to increased productivity, quality, and a reduction in errors.
• Established a standardized training program for editors to ensure quality of new hire performance.
• Enabled a seamless transition to remote work during COVID-19 by leveraging extensive experience with remote tools to train and prepare the department, ensuring uninterrupted productivity.

Chantilly, Virginia

• Maintained performance standards in the contact center by creating over 30 dynamic eLearning modules in Adobe Captivate on topics including sales, soft skills, and technical training.
• Ensured learner compliance by sourcing and administrating the department LMS by assigning and monitoring training programs.
• Enhanced performance across the company by providing skill and technical training as requested.
• Streamlined Contact Center new hire training delivery by condensing the program while ensuring that all essential skills and processes were included.
• Designed, developed, and implemented a hybrid eLearning series that increased upsell dollars per order minute by 5% over 3 months across the Contact Center.
• Optimized productivity by managing multiple projects under the guidance of the Training Manager while also leading new hire training classes.

Chantilly, Virginia

• Provided exemplary customer service by taking international sales and support calls while maintaining a 99.8% accuracy rate for the entire tenure.
• Enhanced new hire success by leading practice sessions and providing real-time support and feedback during calls, boosting the effectiveness of the training team's orientation program.
• Delivered comprehensive Tier I and II technical support as a key member of the Digital Support Team, enhancing customer satisfaction and resolution efficiency. This included support for Microsoft, Apple, and Android.
• Optimized team performance and operational efficiency by managing and supporting over 60 representatives simultaneously using chat and monitoring tools.
• Successfully trained four team leads and over a dozen digital support representatives, enhancing team expertise and performance.

Manassas, Virginia

Managed daily operations, inventory, and customer service

Chantilly, VA

Edited and uploaded content using Wordpress.

Career Study Certificate, Computer Aided Drafting And Design

Associate'S Degree, General Studies

Activities and Societies: Visual and Performing Arts Association