Edited dissertations, academic essays, statements of purpose, and college admissions essays for clarity, concision, and citation style guide compliance.

Gathered information and scheduled appointments on inbound/outbound calls for potential clientele. Wrote, edited and published articles for the monthly corporate newsletter.Adapted to new software, contributed to policy and script changes, absorbed and utilized the material for immediate application. Ensured customer and supervisor requests for service and follow-up were attended to quickly and accurately.Directed coworkers, customers and designers in finding the information they needed and how to use the proper systems to locate data applicable to the situation at hand.Listened, learned and contributed towards weekly reviewed quality calls.Tested and supplied feedback for a new database system being implemented for the corporation.

Prepared and presented Powerpoint slides to staff and supervisors, while still processing inbound and outbound calls and other various daily tasks.Handled approximately 180 calls per day in a friendly and professional manner, often resolving escalated calls independently.Used Outlook, Excel, Powerpoint, Word, Open Office, Internet Explorer, Chrome and Firefox daily.Memorized changing promotions, gaming laws and company policies.Lead trainer and assistant supervisor for up to 20 employees, including coaching, training and handling escalated customer issues.Consistently averaged a 99% satisfactory rating on all rated and reviewed calls.