• Develop, manage, document, and adhere to set budget and schedule• Plan and execute on visual design of seasonal production• Manage all aspects of training, development, and instruction of students (ages 13-18)• Lead students to participate in regional competitions, receive feedback from judges

(see below, WebAssign was acquired by Cengage Learning in September 2016)• Manage team of technical subject matter experts focused on troubleshooting, responding to faculty inquiries, and repairing errors in instructional material• Schedule resources to maintain issue response time and resolution quality during low and high customer interaction volume periods throughout the year• Ensure that responses and resolutions meet company standards for timeliness, accuracy, and customer satisfaction• Develop goals, objectives, and service metrics used to evaluate team and individual performance• Analyze data collected from interactions to provide suggestions for improvement of service processes, instructional material creation, and product development• Utilize macros and other functions in Microsoft Excel to build tables for Access Database in order to analyze error and interaction trends

• Manage team of technical subject matter experts focused on troubleshooting, responding to faculty inquiries, and repairing errors in instructional material• Schedule resources to maintain issue response time and resolution quality during low and high customer interaction volume periods throughout the year• Ensure that responses and resolutions meet company standards for timeliness, accuracy, and customer satisfaction• Develop goals, objectives, and service metrics used to evaluate team and individual performance• Analyze data collected from interactions to provide suggestions for improvement of service processes, instructional material creation, and product development• Utilize macros and other functions in Microsoft Excel to build tables for Access Database in order to analyze error and interaction trends

• Resolved or triaged faculty inquiries related to technical or subject-matter issues• Initiated method of data collection for tracking and measuring errors reported• Served as internal communication liaison between client-facing teams, and content and product development groups• Designed, implemented, and managed processes to effectively respond to customer needs

• Converted traditional text-based teaching materials into an interactive web-based environment using Perl, HTML, and other programming languages• Completed content development tasks within aggressive time and budget guidelines• Documented & trained new team members on methods and processes• Responded to faculty inquires and resolved content error reports

• Researched sales opportunities at educational institutions & reached out to potential clients• Reported on weekly activities and findings to Sr Account Manager, VP of Sales, and CEO• Performed various tasks as required by small business needs: front desk administration, proof-read documents and spreadsheets• Part-time, except summer; while attending college

• Performed requested searches for archived financial transactions for members• Created confidential reports of transaction records for branches to distribute to member• Part-time; while attending college