• Managed our team of technicians in accordance to the open tickets they were arranged to complete at select locations• Communicated with clients and processed their given requests in our ticket processing software • Made orders for particular parts and supplies needed to complete a ticket/task• Scheduled and managed dispatch times and appointments for the delivery of large printers & copiers to client locations • Scheduled and managed repair jobs and dispatched technicians to particular client locations • Edited and confirmed emails sent to clients for contract terms and conditions using Mailchimp and Gorgios• Act as a liason to the owners and IT Specialists for special requests and server issues

• Created, using Adobe Illustrator, digital vector image files of 50 unique mannequin heads• Help design and create presentations that instructors are to present to students for their online courses• Communicated with supervisors and executives regarding design plans, branding parallels with projects, deadlines, and alterations to previous projects

• Managed the template and verbiage of emails through Mailchimp and sent the team and owner plans for upcoming events• Processed order transactions and managed VIP lists to be sent to the team members working certain events, including instructions for special requests and accommodations • Communicated with customers/VIPs who had either special requests or discrepancies with particular events• Directly communicated with the owner of the gallery/nightclub regarding said customer requests, special accommodations, or discrepancies • Provided customers with detailed online itineraries, tickets and purchase instructions, and receipts for weekend events through Eventbrite• Managed our main email inbox directly linked to our online customer service form• Edited every email sent to individuals inquiring about events, tickets, etc. for accuracy specific to their situations

• Provided escalation assistance for clients/users via email and online chat interface via KANA• Led a team of 8 in our online chat/email customer service department and ensured the team performed to the best of their abilities • Edited over 100 specific email templates the teams would be sending out to users regarding specific scenarios and difference programs they categorize under. These change annually • Reported online interaction statistics, duration of open ticket response times, client feedback, and quality assurance reports to my supervisor• Utilized GoTo Meeting and Zoom software for scheduling online meetings and videoconferences• Assisted users with advanced and more complex questions the team would have issues solving, using our outbound phone systems, online email generating and chat interface software. Presenting the correct verbiage specific to user’s health insurance, company they work for, and programs they were participating in• Developed how-to instructions and other program content for users’ experience in our online portal, and communicated such with the team whenever changes to a program occurred• Assisted escalations for support team/supervisors through a CRM system (Verint) for speedy resolutions• Assisted in quality control assessments and reviewing of recorded calls to improve the team’s performance• Trained and helped manage temporary staff and new employees on online and email customer service protocol, and proper verbiage to communicate to users of each program

• Provided level 1 assistance for clients/users via email and online chat interface via KANA and Five9• Provided limited Tier 2 assistance as knowledge was gained through the company and different programs being administrated, to assist in the closing of tickets during our surge seasons• Maintained confidentiality of user’ health information, ensuring compliance with HIPAA laws• Escalated scenarios to support team/supervisors through CRM software whenever I didn’t have access to particular files• Assisted users, about 100-150 on average daily, with general and specific questions, using our online email generating and chat interface software. Using the correct verbiage specific to user’s health insurance, company they work for, and programs they were participating in

• Aided potential students looking to participate in trade schools in the Baltimore area via our online email forms and Google Outlook• Helped orchestrate the verbiage of our email newsletters designated to the concentration of study of interest per student• Assisted in inbound phone assistance with current and potential students of trade schools and manually recorded each conversation in detail using our student database system