Completed various testing projects of responses from AI modelsReviewing the work of fellow writing evaluatorsProvided feedback on AI models to unique prompts using various prompting techniques

Identified and resolved issues for parents, teachers, and administrator staff for equipment with equipment replacement, software troubleshooting, ordering materials, and software troubleshootingRecorded important call details in Salesforce, order management system, and agent ticketing systemParticipated in training and workshops on technical support and FERPA (Family Educational Rights and Privacy Act (FERPA) guidelines, to enhance skills and acquire resourceful tools.Assisted other internal departments (Enrollment, Registration, Administration) with complex or misdirected customers

Level 1: (May-September)Assisted process servers via email and chat (roughly 20-25 chats per hour) with questions about assignments, payments, and the app.Recorded call transactions in the HubSpot databaseAssisted other agents with live chat sessions during peak periodsUsed JIRA to report and verify bugs in the appLevel 2 (September-January):Assisted servers with performance or compliance issues or complex assignments via phone and email.Managed reports in Salesforce and Microsoft Excel on process server performance in the Eastern United States.Reached out to new servers to proactively address questions or concernsDeveloped automated custom reporting and email delivery system in HubSpot to increase report efficiency and decrease manual time spent sending out email

Handled heavy-volume inbound emails (roughly 800 per day) and phone calls (90-100) about SaaS software (document )and tax services in a courteous, timely, and professional mannerDirectly contributed to and edited knowledgebase (wiki)Assisted new agents with difficult or complex questionsServed as SME on tax support services (1099 and W-2's) after memorizing customer journey flow, relevant tax regulations and self-studyAssisted team with reducing dropped calls (above 90% rate) and responding faster to emails

Responsible for unloading & processing inbound merchandise (apparel, furniture, other store items). Completed customer carryouts. Completed picking & packing for fulfillment & store pickup Assisted with store displays, store maintenance, and cashiering, as needed.

Responsible for creating professional book reviews for Small Business Trends/DIY Marketers and networking with authors and publicists

Responsible for assisting with the scanning of books (500 titles per hour) and other library material for digitization project. Updated library signage and helped students Created temporary shelves to house books and other library material after scanning

Assisted Librarian with circulation management and front desk duties. Assisted Media Services department with archiving media. Assisted hospital education department with BLS/ACLS registration, CEU packets, and other administrative support as needed.Accomplishments:Automating circulation system in 1.5 years (3 years planned for project)