Provide phone support for retired and active Military members currently attending WGU or looking for information on using their military education benefits with WGU. Resolved 30+ calls per day to assist students with many different aspects of using their education benefits. Utilized Salesforce to assist and track student contacts and answer general cases sent to the Military Support queue between calls. Consistently tracked and closed 100+ Salesforce cases per day placing me as one of the team's top 3 performers.Published new support articles for the internal team and for students externally.

Assisted ticket buyers with many different inquiries via phone, chat, and email. Maintained customer satisfaction rate in training and for the duration of my employment averaging 80% SLAS or higher. Obtained all goals set for contact times, contacts per day, and customer satisfaction. Contacted ticket sellers as needed to obtain tickets for buyers currently on their way or at their event and also helped buyers who found they had invalid tickets when arriving. Consistently utilized learned de-escalation skills to calm customers in stressful situations and reinforce trust in the company.

Engaged with an average of 30+ warm and cold leads per day via email, chat, phone, and text resulting in 900+ showings per year, maintaining an average of 10-15% leases signed rate. Answered any necessary questions and directed on appropriate action for various inquiries from residents, homeowners, and potential residents/leads. Individually kept track of 7+ channels at a time, and communicated volume and trends while prioritizing channels with fluctuating traffic. Found new channels to post and connect with key demographics by manually posting/updating listings, and engaging with leads to test while documenting results over time. Took on many side projects and worked with people from many departments in the company as needed or as opportunity arose; including managing social media pages, and ownership of the resident referral program.

Managed inbound calls, emails, and tickets while delivering optimal service and call resolution. Studied and employed problem-solving skills in many different areas such as business VOIP networking, IoT troubleshooting, second tier iOS and Android support as well international mobile provisions. Communicate effectively with other teams to own each issue from start to finish and keep contacts updated.