Promoted to Tier 2 position, with expanded responsibilities including the training, mentoring, auditing, and support of Tier I Specialists. Validating tens of millions of dollars of Microsoft global inside sales revenue to ensure compliance with internal sales standards, fidelity between sales tool data and finance data, and the accurate payout of sales-incentive bonuses to inside sales associates. Produced documentation of internal tools and business logic for global inside sales validation process.

Triaged a high volume of walk-ins, phone calls, faxes, while delivering exemplary client care. Connected highly diverse cliental with the appropriate service associate from one of 6 different program areas, or with another community social service as necessary. Improved business process documentation from initial testing through the documentation of Standard Operating Procedures.

Analyzed medical diagnosis and procedure codes, ensuring correct Medicare as Secondary Payer payment processing. Communicated continuously with in-office and telecommuting teammates to balance workload, as well as to both ask and to answer questions as necessary.

Discovered actionable leads for fund developers by authoring custom Raiser's Edge database queries to identify the most relevant potential donors for various appeals. Juggled competing priorities between multiple internal customers under tight deadlines. Collected, sanitized, and entered data from diverse sources of alumni info. Ensured dept data could be usefully queried in the future.

Answered 120+ inbound calls a day while delivering excellent customer service. Analyzed customer credit reports to determine whether rejected credit card applications should be re-reviewed. Graduated department's internal credit lender training course. Mentored and trained new specialists as they moved to the call floor during the last phase of their training.

Performed daily reception and administrative work as a public face of the Foundation. Stewarded grant application process from receiving applications to through distributing them to members of the grant committee. Assisted with other special projects and administrative duties as required.

Taught fundraising techniques to East Chicago area non-profit development professionals. Performed in-depth topic research for primary class instructor, Susan Pound. Assisted with logistics: scheduling, materials sourcing, set-up and tear-down, catering.

Delivered mission-critical data under tight deadlines to Metrology Department engineers, leadership, and auditors both internal and external. Saved the department approximately $1.6k via cost reductions during record reorganization project.