Emilie W. Email & Phone Number

Kansas City, Kansas, United States

• Provide Windows, Macintosh, and network support for Unbound staff as a member of the Infrastructure team.• Conduct onboarding with new hires including provisioning of their hardware and software needs and reviewing general principles surrounding acceptable technology use.• As technology is adopted or sunset, often take lead on the communication and rollout plans to the affected stakeholders as well as moderating training sessions and creating resources.• Administrate our security awareness program which involves monthly simulated phishing tests and quarterly training campaigns, overseeing the onboarding of new users, dialing up the level of difficulty for veterans over time, and including content that accounts for current events and the ever-evolving threat landscape.• Handle half of our team's IT vendor relationships, including communications and requisitions• Support and troubleshoot IT solutions in a first-tier Helpdesk role, addressing complex business issues both in-person and remotely.

Kansas City, Kansas, United States

• Provide Windows, Macintosh, and network support for Unbound staff as a member of the Infrastructure Team.• Support and troubleshoot IT solutions in a first-tier Helpdesk role, addressing complex business issues both in-person and remotely.

Kansas City, Kansas, United States

• On behalf of the front-line team liaised functional and technical expertise to organizational project teams and stakeholders, acting as the contact center SME.• In support of the QA team administered manual software tests, utilizing Agile and continuous improvement principles when working with development teams to optimize processes and analyze data.• Executed projects varying from 2 to 40 weeks-long alongside the monitoring and management of other channels and new demands.• Tasked with querying data from a SQL-based CRM to inform initiatives, prove business needs, and identify areas of effectiveness as well as areas with room for improvement.• Lead database certification and remedial trainings as well as technical demonstrations of hardware, software, and phone systems.• Acted as both meeting organizer and moderator for weekly department meetings which were a platform to convey operational changes in the program, procedure, or database.• Maintained training resources as new processes arose and maintained the departmental intranet page using Adobe Contribute.• Special projects included: served as primary analyst on a database improvement project that overhauled the handling of beneficiary retirements in the sponsorship program; helped to document critical paths and functionality of our CRM using METS grid methodology; participated on a discovery committee tasked with migrating from an on-prem to cloud-based phone system.

Kansas City, Kansas, United States

• Guided sponsors through signposts of their sponsorship journey by helping them understand our program's mission, mentorship, and method of leading families towards pathways of self-sufficiency.• As part of the Sponsor Services team addressed inquiries on inbound (904/mo) and outbound (72/mo) calls, emails (238/mo), and instant messaging.• Maintained patience and professionalism whether assisting with routine questions or resolving more high-pressure and difficult concerns.• Worked as an integral team player by contributing to an impactful and healthy sponsorship experience and willingness to step in and help wherever needed.• Special projects included: participating as a co-writer in the 2016 board report, collaborating with BVIRs team to develop sponsor experience, campaigns, and departmental initiatives, and upon request drafting sponsor-facing communications.

Cedar Rapids, Iowa Area

• Handled high call volume in a deadline-driven environment, performed research and follow up correspondence, and appropriately recorded in detail all actions taken on each account• Resolved an average of 800 inquiries a month and consistently met performance benchmarks• Executed telephone transactions such as loans, withdrawals, fund transfers, and rebalances• Deescalated complaints with equal doses of attentive listening, levelheadedness, and empathy

Iowa City, Iowa Area

• Filled in for absent teachers at a moment's notice and closely adhered to the lesson plans, classroom expectations, and school district policies while maintaining flexibility in instruction• Fostered a safe, positive, and supportive learning environment in the classroom for students PreK-12

North Liberty, Ia

• Established tutoring and enrichment programming for K-8 at-risk youth at Prime Time Learning Academy using grade, subject-specific curriculum and motivating, educational field trips• Contributed as a mentor to after-school program at local neighborhood center: Penn Elem.• Tracked student, tutor, and volunteer activities monthly through charts and Excel spreadsheets• Assisted the Enrichment Specialist and after-school staff in program development

Cedar Rapids, Iowa Area

Employed via the temporary agency, Aerotek / dba Yellowbook then Yell Adworks now hibu• Conducted phone interviews with business owners each lasting an average of 30-120 minutes• Collaborated with sales representatives and studio artists to procure the client's vision• Developed effective copy for products and services and encouraged immediate user action• Promoted companies online through social media and SEO data for keyword searches

Bachelor'S, English And Secondary Education, Minor: Creative Writing

Study Abroad In 2011 Spring Semester, Cultural And Lit Studies