Justin Babb Email and Phone Number

• Taught classes of middle schoolers, focusing on drawing fundamentals, creating comics, & storytelling • Illustrated book covers and designed book layouts as needed

• Storyboard artist on multiple music videos, TV pitch (unreleased), and a short animated video. • Created thumbnails, rough boards, clean boards, and timed animatics based on provided character designs and outline/script. • Incorporated revisions and changes based on feedback from producers and client

• Assisted customers with problems related to their email, encryption, and security• Guided customers through resetting DNS records and resolving issues with mail clients • Answered questions related to electronic HIPAA compliance• Updated internal and external knowledge base materials, including training materials fornew hires

• Created storyboards and animated projects for clients• Various projects/commissions including fine art projects and animated shorts• Produced logos, character designs, & illustrations for client projects

• Established production, productivity, quality, and customer service standards. Created custom metrics and reporting to track departmental KPIs as well as internal and external SLAs • Build cross-functional systems and processes to ensure information flowed across multiple teams clearly and efficiently • Hired, onboarded, and trained a team of twelve help desk associates • Built & implemented documentation systems, including an internal Knowledge Base, macros, and training materials • Optimized team structure, processes, tools, & channels during rapid company expansion

• Created Orion’s Customer Support team (hired & trained people, as well as creating all materials, both internal and external)• Created all reporting and measures for Customer Support (KPIs, deliverables, reporting), as well as their day-to-day processes (SOPs, onboarding materials, scripting, knowledge base, departmental policies, etc.)• Worked across multiple departments to ensure customer feedback & improvements made it into new releases• Spearheaded standardization of brand voice for social media• Scripted, filmed, and edited promotional videos for Orion's YouTube channel• Wrote and edited copy for company blog, social media, and outreach campaigns

• Designed, wrote, and created regularly scheduled content for the website, plus additional comics & illustrations for social media• Created guest comics for high-profile cartoonists • Managed content on site

• Documented existing processes; recommended technical solutions to realize improvement and reduce headcount• Designed, validated, and implemented new and refined queries & Excel macros (SQL, VBA, Access)• Executed initiative to disburse documented and refined processes across organization, resulting in equitably distributed workload, reduced headcount, and savings

• Managed a twelve-seat domestic inbound call center consisting of phone agents and a customer service supervisor• Managed a cash reconciliation group tracking all revenue and deposits across the US for a vending organization surpassing 100 million in annual revenue; group consisted of a supervisor and revenue analysts• Trained and coached employees (both individually and in groups) to provide career advancement opportunities and maximize operational effectiveness

• Active leader in the relocation of a call center from Maryland to Minnesota• Developed and launched a newly created core team of customer service representatives anda Team Lead• Trained and coached employees in the call center of over 100 Customer ServiceRepresentatives to ensure high-quality customer service was consistently given to callers; offered opportunities for personal growth and further tutelage to well-developed employees wanting to perform above and beyond their title

• Primary operational contact for the organization’s largest certification client.• Adjudicated customer complaints and claims for each of the state boards, issuingcompensation when necessary• Monitored customer service quality for the client in overseas call center of 85 people toensure consistent customer service worldwide