Oversees performance and quality control for an inbound call center with approximately 50 agents. Tracks attendance and performance metrics that determine monthly bonuses. Resolves escalated customer service issues and difficult requests. Answers public inquiries via phone, email, and live website chat system. Checks agent performance, including listening to a hundred calls monthly. Coaches on improvements and proper procedures. Manages after-hours call center operations as the primary on-call lead in rotating weekly cycles. I have also taken on the additional role in creating public training videos for online services.Previous positions: Locate Request Agent (October 2013 – June 2014)

Organizes an annual non-profit event with over 250 hours of programming, special VIP guests, vendors, and over 6,000 attendees across three days. Oversee departmental directors who facilitate different aspects of convention operations. Manages 200+ volunteers and hires for vacant positions. Negotiates contracts for organization with venues, vendors, and contractors. Manages budget plans and purchases. Publicly represents organization at live presentations, business meetings, press interviews, trade shows, and promotional events.Previous positions: Public Relations Manager (May 2013 – April 2014), Senior Director of Public Relations (April 2009 – May 2013), and Director of Community Relations (May 2007 – April 2009)

Co-hosts weekly webcast for pop-culture website culturesmash.tv that appears both as live video and downloadable audio formats. Contributes comic-related coverage. Conducts group interviews of guests along with fellow webcast co-hosts. Travels to and covered relevant cultural events with reviews, interviews, and photographic features.

Customer outreach from an outbound call center for collecting past-due payments and correcting billing issues. De-escalates customer complaints by resolving billing and delivery concerns. Assists telemarketing staff with overflow volume.

Assisting the executive secretary and the professors of the Educational Leadership graduate office. Often including troubleshooting basic computer problems and reformatting Microsoft Office documents.

Second summer internship in HCA’s IT&S Communication & Design department. Continuing search engine optimization efforts, with a greater emphasis on editing meta data and web copy. Also contributing more newsletter articles.

My first of two summer internships in HCA's IT&S Communication & Design department. Mostly compiling and researching search engine optimization results, as well as writing content for departmental newsletters.