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• NFL - NFC Conference Championship, 2013 & 2014• NCAA Division I Men's Basketball Tournament, various West Coast cities, since 2003

• 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. Weekly: 2+ hours)• 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