Wilhelm L Ostern Email & Phone Number

Greater Seattle Area

- Assisted participants with their multiple defined contribution or defined benefit plans- Created, developed & wrote in-house documentation for new employee onboarding, check receipt processes and system use applicationso Improved onboarding time by 25%

Various

• Working directly with producers/directors and on-air talent of live sports production shows
• Collaboration with audio and lighting team members
• Assist with staging, maintenance and strike of broadcast booth
• Over 475 unique events, including MLB, NFL, NHL, various NCAA sports & other entertainmentsNotable Events
• MLB All Star Game - 2023
• MLS Cup Final - 2019

• Providing expert wireless advice on devices, products & services, so members purchase items that meet their professional & personal needs
• Auditing of sales for accuracy & compliance (providing feedback to co-workers as needed)
• Actively establishing relationships with new & current members, based on trust & respect and to return for purchase today & in the future

Greater Seattle Area

• Buyer Risk Investigator worked on Amazon’s largest single foreign marketplace, Amazon.de
• Launched improvements for credit/debit card usage & clarity in itemization o Improved decision quality by investigators (2%) & reduced debt ledger (3%) o Saving investigators:15-:30 seconds per order (Daily: 25mins..
• Communicated with Amazon’s internal (customer service associates & other departments) and external partners (financial institutions & legal entities)
• Working with financial data and correlating qualitative data and assisted in transforming results into actionable information
• Resolve escalated issues from Customer Services or Account Managers
• Assisted in Workflow Management / Process for Queuing & Staffing assignments

Kirkland, WA

• Promoted to Lead position to train new agents, write course materials & coach
• Reduced new hire training time by 25% (From 12 days to nine) o Additional result – an increased new hire call & ticket quality score by 15%
• Point of Contact for business stakeholders (internal & external), generating customer call reports and providing timely solutions
• Designed & wrote course materials for new hires, using Microsoft Word, Excel &.pdf
• Coaching & mentoring for Level 1 Support Technicians: improving effective troubleshooting methods, customer feedback & POC for Supervisors

Kirkland, WA

• WDS Global is an outsourced Tier 3 Data support environment; providing support to customers from: AT&T International, T-Mobile, Playphone.com & GANAG.deResponsibilities
• Advanced trouble shooting for mobile device setup as modem (for data usage)
• International voice and data support for RIM blackberry and data cards
• Worked on special projects: Olympics (white glove service), government agencies & entertainment industry
• Contributed over 40 articles for device troubleshooting to internal SharePoint database & external support pagesAccomplishments
• Consistently provided Call & Ticket quality scores of 95.5% or better (Oct 2006-Mar 2008)

Bellevue, WA

• Promoted to Coordinator position to work with domestic & international roaming partners
• Conducted short testing of services (voice, SMS & GPRS) for foreign network partners;
• Tracked high usage for fraudulent unapproved services;
• Reported & analyzed roaming profit & loss and other roaming data;
• Worked closely with marketing team to guarantee printed and website collateral agreed.

• Reviewed customers' invoices prior to final release for potential;
• Detail tracking requests: invoice accuracy reports, customer care issues and quality assurance team statistics;
• Provided training to new team members (Quality Assurance Review process and orientation of hard & soft materials);
• Managed & lead writer in expansion of Quality Assurance Training & Orientation Manual. Inclusion of review processes, sample invoice issues and coverage maps.

M.Ed, Foreign Language Methodology & Learning Disabilities

Master's Thesis: A survey of Foreign Language Instructors' Perceptions of Successful Educational Methods for Students with Learning.

Bachelor'S Degree, German & Broadcast Journalism

During the last two years as a student raised money from Alumni for the College's General Fund - raising more than $100,000