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• Manage weekly schedule and shift changes. • Delegating tasks as necessary to focus on big picture ideas and leveraging team members skills to get things accomplished in a timely manner.

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• Review all TSA and CSA work procedures to ensure quality of execution• Serves as liaison between classroom technologies and Onsite Help Desk support for all client organizations.

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.