Emily Caskey Email & Phone Number

Atlanta, Georgia, United States

- Worked across teams to resolve 300+ customer support tickets per month; collaborated with Engineering team to document bugs and product feature requests in GitHub.- Maintained 98% average Customer Satisfaction Rating across 600+ ratings in the first year.- Oversaw team-wide review and edit process of the top 50 lowest-rated/most viewed Knowledge Base articles. - Created internal and external product documentation (Section Admin, Navigating CodeHS & the Code Editor); supported virtual PD sessions and CSM Office Hours.- Trained in advanced support for Canvas and Schoology integrations; led customer demo of Canvas integration.- Completed JavaScript and Python courses to independently debug 70% of student/teacher questions.- Creatively solved problems including writing a Python script to export data from Intercom.

Atlanta, Georgia

- Provided direct customer support for students whose programs were cancelled due to COVID-19, including advising on international travel procedures and coordinating academic support services for international virtual learning.- Managed relationship with 15+ international university partners to facilitate revenue-generating international programs; increased program participation YOY by 127%, resulting in an estimated $90K tuition revenue.- Created targeted digital marketing materials and recruited program participants across all disciplines in the college of business.- Migrated file storage to SharePoint and created a searchable transfer credit database to efficiently share information with students and staff.- Utilized Excel and Power BI to analyze and produce dynamic data visualizations identifying enrollment and revenue-generating program development opportunities; presented data dashboard to college’s senior leadership.

In 2018, I was promoted to Senior Study Abroad Advisor, which allowed me to take on additional leadership in the office.- Designated Super User of Terra Dotta, a study abroad CRM and ATS; managed user permissions, troubleshooted user issues, created technical documentation, led trainings on best practices for regular and occasional users, and implemented new features resulting in a more modern and personalized user experience.- Created and supervised a peer advising program that increased front-line advising availability by 300% (from 10 to 40 hours per week) and contributed to 18% growth in study abroad participation YOY in 2018-2019; coordinated recruitment, hiring, and training of 10 peer advising staff per year.- Prepared timelines, proposed budgets, executed multi-faceted events and projects and facilitated strategic planning and debriefing sessions for projects including scholarship advising week, new faculty program director recruitment, study abroad program approval and renewal process, and annual study abroad fair.- Collected and analyzed student applicant and program data using Excel to compile annual reports on study abroad participation and ad-hoc reports for college liaisons and senior office administration.

Atlanta, Georgia

- Collaborated with over 20 faculty members to manage international programs, developed strategic recruitment plans, delivered orientation sessions, tracked application and enrollment data, and implemented proactive communication plan to retain students at risk to withdraw; tracked deliverables for over 200 program participants. - Facilitated goal setting and conducted individual and group advising for diverse students with a pipeline of up to 300 students per year.- Administered $1 million institutional scholarship budget and coordinated volunteer service requirement for 500+ scholarship recipients per year.- Utilized reports to proactively identify retention risk indicators and resolved complex financial aid, scholarship, course registration, and credit hour issues for students by building relationships across campus.- Coordinated all print and digital marketing and outreach and presented on digital marketing best practices: managed social media platforms, created targeted email marketing campaigns and redesigned and maintained WordPress website.- Partnered with cross-functional colleagues to develop and facilitate workshops, including Beyond “It Was Awesome!” Study Abroad & Your Career and Funding Your Study Abroad: Advice from Your Peers.

Marietta, Georgia

- Developed standard operating procedures to improve client success and relationship management, marketing, prospective client outreach, and event execution to support business growth.- Completed complex financial transactions including investment trades and account transfers, prepared retirement forecasts and generated account portfolio reports.- Worked closely with business owner to develop and implement growth-focused annual and quarterly strategic plan.

Metro Atlanta Area

- Managed two-person, high-volume branch offices on temporary assignments.- Managed customer relationships with proprietary CRM of sensitive client information; proactively scheduled client appointments, opened investment accounts, and deposited and disbursed funds.

Athens, Georgia

- Taught 1-2 introductory German language courses per semester and collaborated with instructors to develop lesson plans, materials, and revise exams.- Incorporated authentic cultural material like films, songs, and news articles to create engaging lessons on grammar, culture, vocabulary, and history.

Master Of Arts (M.A.), German Language And Literature

Activities and Societies: Graduate Student-Faculty Liaison (2011-2012), Halle Foundation Fellowship (2011)

Bachelor Of Arts (B.A.), German Language And Literature, History

Activities and Societies: German Student Organization, Honors Program, International Orientation Leader, DAAD Young Ambassador, Exchange.