Managed diverse group of 8 to 15 individuals in person and remotely for technical support of residential customers pertaining to issues or questions with services and accounts, focusing on internet, cable, landline phone, multiple apps, and billing.• Provided information on impact, issues, and desired improvements for technical troubleshooting system used by technical support team by reviewing and vetting suggestions from other sources to affect change, reducing call volume and raising customer satisfaction. • Addressed questions from team and colleagues from numerous departments, assisting with technical knowledge, policies, procedures, and Microsoft Office.• Improved interactions between agents, teams, departments, and organization virtually designing content for 6 articles on diverse cultures, holidays, and food.• Coached technical support team of 8+ agents in quality, technical knowledge, soft skills, and understanding through SMART goals and other techniques, exceeding prescribed metrics.• Led weekly, monthly, and 1-time meeting for teams, colleagues, other departments, covering new products, services, metrics, policies, and procedures.• Advocated for Net Promoter System (NPS) with internal and external conversations about organization, customer service, products, and processes, addressing concerns, soliciting ideas for change and improvement, and implementing 2+ recommendations.• Approved payroll and FMLA & ADA, tracked leave, confirming employees understanding of leave use and attendance.

• Selected by local supervisors and managers to help pilot new customer service department Platinum / Priority CAE, to improve customer service in technical support for specific alternating demographics, impacting 1st-call resolution and sales and saving company $2M+ within 1st-year.• Learned new billing system, transferred accounts into system, and trained multiple departments on use of new system as 1 of 10 agents chosen for Vision Swivel Team and CSG SME.• Appointed to participate in round table discussions on departmental policies, procedures, Einstein troubleshooting system, and other systems being developed with various members of management over 5+ years, expanding usage and understanding and improving work environment for employees and company.• Led training sessions for 5+ years for new hires, existing agents in multiple departments in sales, metrics, troubleshooting, products and services, and life-on-the-floor; creating more successful agents as seen by improved performance metrics and customer feedback. • Trained diverse audience in specific product support and technical knowledge, serving as lab ambassador for 3-years with internal employees and members of public.• Selected as team lead for Office of the President ECR Project, executing coaching sessions, creating and sending no response and resolution letters, and taking escalated calls from other reps on ECR project.• Conducted team meetings, entered exceptions, took supervisor calls, scored calls through quality matrix, coached team members on performance metrics and calls, and performed other duties, acting Supervisor when team leaders were unavailable• Interacted with 400+ customers monthly in call center atmosphere by facilitating technical repairs, handling questions on billing, services, and features, and upgrading and adding to existing services, meeting and exceeding required metrics.

Historical house museum completed internship as part of requirements for Masters Degree in Museum Studies • Conducted a complete collections inventory of 5,000+ items, notated changes in object locations, damages, and descriptive details in preparation for American Alliance of Museums formerly American Association of Museums accreditation process• Aided permanent staff by executing house tours, educational programming for schools and small groups for 3 months• Prepared all items not appearing in collection inventory for accessioning committee to determine assessment into collection 100+ items• Prepared all modern items in collection for de-accessioning committee to be removed from collection 50+ items• Photographed digitally collection of 5,000+ items to be available for future inventories and to be placed in new collections system being considered• Created step by step procedure for accessioning and de-accessioning items in collection through an ascension committee• Developed a list of 50+ suggestions for improvements to site collection: inventory system, storage, and files, and generated list of projects for future collections interns or staff

• Aided in purchasing of museum and IMAX theater tickets, and processed incoming groups, controlled group arrivals and access to exhibit space for 2+ years• Answered questions about museum and IMAX theater for all guests for 2+ years• Placed reservations for L.S. Ayers Tea Room and special programs offered by museum, scheduled group visits to museum, IMAX theater, educational workshops, tours, and miscellaneous public programs for 2+ years

Assisted museum director and educational director in research to accelerate change over from running of historical site from Montgomery County to Pennsylvania Audubon, then managed gift shop while assisted staff with secretarial duties • Supervised 5+ Volunteers in the Gift Shop and the Historic Home• Gave talks and tours of historic home and lead educational programs for schools and adult groups of all sizes from 2+ people• Performed general clerical duties, answered a multi-line phone system and written correspondence; used all aspects of Microsoft Office• Maintained historic home gift shop, including inventory, billing, and monthly accounting• Managed all aspects of J.J. Audubon Center membership program in conjunction with local Audubon Chapter of Valley Forge & the National Audubon Society• Aided center staff in coordination of various public events, private rentals, and donor events for 2+ years