James Madison Email & Phone Number

Minneapolis, Minnesota, United States

-Monitor internal processes and procedures and identify areas of improvement. -Assist with training and oversight of Specialist I and II. -Hold team members accountable to process and procedures. -Create and maintain documentation related to Internal and External products -Maintain subject matter expertise.

Minneapolis, Minnesota, United States

-Handle all customer engagement and onboarding. -Work internally on process improvements and team development -Developed and implemented KB rework context and design-Created a Process for Support and how it operates and handles inquiries-Created an internal Team educational process for new and current staff-Admin application support of all internal tools and support training and onboarding- Assist in RFP and new client acquisition processes-Geotab.Zendesk and Salesforce adminstration specialist

Atlanta

-Writing and troubleshooting SQL statements-Documentation of troubleshooting & issue resolution procedures-High-Level focus on identifying client training needs-Manage schedule and coverage plans

Greater Atlanta Area

• Demonstrated expertise in adapting strategies to remain effective in a constantly changing and fast-paced environment. • Maintained knowledge and understanding of rules and regulations that altered from region to region and appropriately applied them in the course of all work. • Organized and conducted in-depth investigations, reviews, and audits into email sending practices. • Monitored and maintained blacklists, spam traps, and issues with ISPs daily to ensure no blacklists, spam traps or any other issues with ISPs; took steps to delist and identify the source of the problem. • Developed and implemented delivery metrics and created initiatives to enhance inbox placement and IP reputation. • Cross-collaborated with multiple teams to improve email delivery concerns for our highest volume customers; monitored accounts with seed list to examine the HTML in a user's email to devise a delivery solution. • Designed complex SQL queries and generated detailed reports on “what if” situations and how they would affect company output. • Utilized Kibana on a daily basis in order to create data relations and mapping to track potential sending issues, failures and other potential unwanted events that could slow or stop delivery.

Atlanta, Georgia

• Worked closely with the integrations team with a focus on on CRM tools such as Salesforce • Troubleshoot API issues with third party developers • Investigated, evaluated, and resolved diverse issues while assisting app users via live chat and email ticketing queues. • Garnered and employed high-level knowledge of MailChimp features, technical bugs, and user workflows. • Effectively and empathetically communicated with users in a technical, non-verbal setting to achieve all objectives. • Designed and conducted numerous technical workshops for fellow co-workers. • Diligently performed root cause analysis, defining and implementing the appropriate course of action. • Investigated and detected critical trends in user issues regarding various partitions of the app. • Partnered with Support team members on the development and execution of strategic projects as needed.

• Devised yearly quota by serving as an internal liaison between the partners, clients, and service organization. • Fostered strong internal and external business relationships by managing communications. • Updated and maintained reporting for tax preparation and monthly ROI reports. • Engaged new client opportunities through dynamic relationship building, brand management consulting, and creative marketing practices with a high level of ROI. • Conceptualized, developed, and facilitated 3 to 6 marketing, charity, and mixer events per year including nationwide relationships to expand business and brand. • Responsible for creating and implementing a social media strategy to gain more followers and increase website traffic for key platforms • Charted successful course of entrepreneurial development as owner and operator of Atlanta Got Sole, overseeing all daily functions and responsibilities. • Provided exceptional services to established brands and entertainment professionals. • Facilitated the development and implementation of all services with a concentration on the SE marketplace. • Continuously ensured that all coverage was handpicked and consistently of the highest quality.

Greater Atlanta Area

• Performed complex auditing of school drop documents to ensure accuracy of payment periods, institutional charges, and financial aid packaging. • Liaised with school staff to verify and guarantee the timely refund of Title IV funds. • Certified school compliance to all federal regulations by clearing Title IV credit balances within the federally allotted time frame. • Validated charges on student ledger cards in order to maintain conformity with signed Enrollment Agreements. • Studied and evaluated open school issues and escalated to proper channels when necessary. • Continuously acquired current knowledge of Department of Education regulations. • Recognized for going over and beyond in the 100 Grand Club on four occasions. • Achieved White Belt Certification. • Inspected and resolved potential losses to company and students though a successful project.

Greater Atlanta Area

• Fully administered an average student workload of more than 300 students. • Optimized processes to achieve an overall account balance consistently below $400. • Surpassed the school all-time record in the ‘08 term for $242 average account balance. • Originated, organized, and executed quarterly activities for student success with the goal of keeping students informed. • Reliably delivered the highest level of service to all customers, both internal and external. • Ascertained the requirements of students, counselling and advising on their financial options. • Provided superior customer service by assisting students through timely completion of their financial agreement documents. • Requested, organized, and tracked all required documents necessary to finalize financing. • Offered online support for financial aid questions or concerns as well as exit counseling and debt management.

Greater Atlanta Area

• Examined and generated detailed incoming rates sheets received from outside sources. • Successfully converted multiple Excel spreadsheets into Access databases. • Acclaimed for going over and beyond the set goals through the receipt of five individual awards.

Greater Atlanta Area

• Served as focal point coordinator and administrator of a $15M Morgan Stanley Account. • Assisted in coordination for Amtrak, Wal-Mart, Washington Mutual, and Hallmark. • Supported and advanced project development as well as monitored and assessed all changes as they were implemented. • Orchestrated comprehensive data collection for customer billing and generated reports when requested. • Mitigated and promptly resolved complex issues on a daily basis. • Received award for “Outstanding Handling of Opening and Maintaining Customer calls.”