Josehn Issangya Email & Phone Number

• Maintains a connection with fellow staff members through running monthly one-on-one session to provide coaching's, and a check-in of well-being and job satisfaction. Also holds weekly team meetings.
• On-boarding of new schools as assigned, helping with knowledge base development or participating in on-boarding calls.
• Ensures all knowledge articles remain updated, relevant, and seek to improve access and availability of the Knowledge Base. as it exists inside of Cherwell.
• Partner with Senior QA Manager to ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.
• Review all Agent work procedures to ensure quality of execution.
• Manage weekly schedule and shift changes.

• Demonstrates leadership and reliability by being a role model for the team.
• Provide internal and external customer service for issues and projects.
• Being available as one of the primary contacts for emergencies or concerns for team members in and outside of Collegis Education.
• Focus on improving processes and procedures throughout work infrastructure.
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences
• Review all TSSS, TSA and CSA work procedures to ensure quality of execution

Oakbrook, Illinois

• Technical Support Solutions Specialist
• Performing Tier 3 level support while working with Customer Service Associates and Technical Support Analysts to triage technical support issues and engage external teams as needed
• Attend leadership meetings to review current workflow and provide adjustments to any new technologies or processes.
• Developing wiki/training documentation to streamline case handling procedures.
• Serve as subject matter expert on all assigned applications for case escalations and research inquiries
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences

Oakbook IL

• Technical Support Analyst
• Perform as a mid-level subject matter expert on PSC support environments
• Actively monitors assigned queues including but not limited to case, email, chat, and phone. Software troubleshooting and Installs
• Serves as an immediate technical mentor to Customer Service Associates, providing real-time coaching on issues that are escalated to Technical Support Analysts that could be resolvable by a Customer Service Associate
• Engage Technical Service Solutions Specialists and leadership to provide insight into commonly escalated cases.

Oakbrook IL

• Customer Service Associate
• Course Navigation
• Account Login Support via Active Directory Domain Services
• Bookstore related Issues, i.e. Returns, Exchanges
• Browser and Course troubleshooting

Carbondale, Illinois

• Updated new content on the website from feature stories, to editorials.
• Installed and updated new software for all workroom computers.
• Set up new employees' accounts on the server.
• Monthly inventory check on archives.
• Designed spreads for pages of the newspaper, including implementation of graphic elements for exclusive ads and headline stories.