Nicole Siggins Email & Phone Number

Germany

Remote

Remote

• First point of contact for anyone interesting in volunteering their time with Trufi
• Created and maintained an onboarding process
• Ran tri-weekly working group meetings on a variety of topics to boost volunteer engagement and connectivity within the organization (HR& Volunteering, Communications and Marketing, Slackkeeping, Developing, etc.)
• Bookkeeping, hour tracking, and payment of all part time workers
• Organized parties, coffee hours, co-working hours, etc. to build a strong community

Remote

• Coordinated three teams with a total of 19 agents
• Improved communication by helping members of the team bring important topics to the group to brainstorm solutions
• Ran 1:1s with individual agents to improve quality of support work and CSAT scores
• Planned team restructuring, and mentored team leads through the process
• Helped implement KPIs for teams and agents, including monitoring, follow up, and continuous improvement
• Developed and ran (remote) workshops on communication, how to become a better supporter, and how to work effectively within a team

Remote

• Resolved 50+ customer inquiries each day from a dedicated home office with a high speed internet connection
• Maintained a 97% average Customer Satisfaction (CSAT) score
• Translated developer-speak into user friendly information
• Initiated and ran a “Macro Mondays” series that keeps everyone updated on new changes and copy
• Reputation for working successfully with previously unhappy clients
• Go-to team member for understanding and relaying complicated information to clients of diverse backgrounds where language barriers are involved

Remote

• Collaborated with a virtual team to provide exceptional community support to clients
• Troubleshooted video conversion and technical issues to find the best solution for each customer
• Identified patterns and bugs in system software
• Designed customer response templates and documentation

International

• Developed and led a workshop on how to think openly and creatively in order tobring about initiatives for peace to 60 university students at the University ofMindanao, Zamboanga City, Philippines
• Documented and researched human behavior through video, installation and performanceart
• Conducted creative, participatory research that aims to temporarily transform public spaces and instigate dialogue about democracy, spatial justice, and everyday life
• Utilized performance, conversation and unexpected interventions to investigate social and political “tiny things”

Remote

• Created German to English translations for study abroad and information brochures, internal education documents, and study materials.

Berlin Area, Germany

• Presented lectures on cultural integration and awareness for students embarking oninternships abroad for the first time.
• Maintained informational databases of future clients and financial databases for theLeonardo da Vinci study abroad program, which included evaluating which programswould be suitable for students at the school.
• Called and emailed prospective clients to inquire about interest in future internship placements

Remote

• Answered English-speaking user questions and troubleshot technical problems with the Babbel website and mobile applications
• Stayed up-to-date with the Babbel product, it's latest promotions, and services
• Tested and gave feedback about new language courses and software
• Proofread newsletters and other English language Babbel material

Berlin Area, Germany

• Developed a yearlong curriculum based on the Berliner Bildungs education program
• Taught children born in 2009 English language skills through games, songs, artprojects, and movement activities
• Held development meetings with parents, wrote development reports, organised parent evenings, school events, and trainings

International

• Over 10 years experience in all realms of video production: pre-production, production, post-production, editing, transcribing, lighting, live videography and morePlease check out my selected projects at the link below:

Cambridge, MA, USA

• Shot and produced online lecture videos for Harvard University’s Distance LearningProgram.
• Contact person for Harvard University professors having technical difficulties in their classrooms or with their online media
• Maintained the distance learning website
• Set up and broke down audio-visual setups for Harvard Extension classes
• Operated a multi-camera switchboard to create documentation of lectures
• Created an organisational system to archive past video footage shot of Harvard Extension School lectures

Cambridge, Massachusetts

• Developed training modules for User Assistant Training, which detailed the use of mini DV cameras, an introduction workshop to Final Cut Pro video editing, lighting kits, microphones, and computer programs
• Provided over the phone and in person support for users in the 53 Church St. computer lab in using the technological aspects of the lab
• Set up and broke down audio-visual setups for Harvard Extension classes.
• Provided web support, helped install programs, and solved internet connectivity issues
• Maintained the media desk of the Harvard Extension School computer lab
• Shot and edited training videos for User Assistant Training on the lighting kits and microphones for use in the 53 Church Street computer lab

Greater Boston Area

• Edited the short film "Nike Kids" on Final Cut Pro
• Cinematographer on the short film "Bear Nutz"

Ba, Visual And Media Arts - Media Production, Film & Video

Full Stack Development

HTML, CSS, Responsive Web, Git & Github, JavaScript, React, Python, Flask

Computer Software Engineering

Grant Writing, Creative Writing, Spanish

Tefl, Teaching English As A Second Or Foreign Language/Esl Language Instructor