As part of a 24/7 urgent response team, I communicate with students in crisis and escalate health and safety emergencies to ensure that students receive prompt support from their school or emergency service resources. Utilizing Salesforce and Zendesk, I provide a seamless customer support experience for our school district partners. I also monitor student-tutor interactions to make sure that quality and safety standards are upheld and enforced. This includes tracking support coverage, bug… Show more As part of a 24/7 urgent response team, I communicate with students in crisis and escalate health and safety emergencies to ensure that students receive prompt support from their school or emergency service resources. Utilizing Salesforce and Zendesk, I provide a seamless customer support experience for our school district partners. I also monitor student-tutor interactions to make sure that quality and safety standards are upheld and enforced. This includes tracking support coverage, bug tickets, and customer recovery concerns. Show less

I worked on the front lines of service operations by resolving and troubleshooting emergent situations on the Paper tutoring platform. In this position, I processed a weekly average of 1,300 customer, employee, and usability issues, ensuring flawless operation of this on-demand education service. I supervised approx. 200-300 tutors per shift, continuously assessing demand ratio to balance service value with payroll compliance. I collaborate with cross-functional teams to deliver exceptional… Show more I worked on the front lines of service operations by resolving and troubleshooting emergent situations on the Paper tutoring platform. In this position, I processed a weekly average of 1,300 customer, employee, and usability issues, ensuring flawless operation of this on-demand education service. I supervised approx. 200-300 tutors per shift, continuously assessing demand ratio to balance service value with payroll compliance. I collaborate with cross-functional teams to deliver exceptional customer service to school district clients and their students Show less

As a chat-based tutor and essay reviewer, I evaluated each student's needs as quickly as possible using clear communication and adopted a concise and empathetic approach to providing useful and immediate feedback. I helped students to understand their method and reasoning, while also guiding them towards appropriate solutions using a socratic-based approach. This work blends customer satisfaction and education.

As part of a Program Development team (working directly with Arab Home's Iraq location) I helped to create and execute the company's first two ESL offerings. Using materials that adhered to proper TESOL and CELTA frameworks, I processed a series of lesson plans for individual groups of 10-20 students, assessing their language learning goals to provide direct, personalized feedback and preparing them for language learning exams.

Managed ESL program delivery to business clients located in South Korea - including well-known companies such as Samsung and Hyundai. Services provided included curating instructional resources in accordance to learning needs, providing grading and examination services, and serving in an advisory role with regards to continued learning opportunities. Managed delivery and services for approx. 25-30 concurrent clients.

Worked in a supervisory role managing restaurant operations as well as customer satisfaction, retention, and recovery.