Will Walker Email & Phone Number

Austin, Texas Area

- Engaged customers over multiple channels (Social media, SMS text, chat, email, phone) to troubleshoot app and website issues, explained process across multiple courses and maintain relationships.- Maintained 95% CSAT over 15 Months- Shadowed and mentored new Client Experience agents; reviewed and approved customer exceptions to ensure team is actively creating delight for customer base

Austin, Texas Area

- Handled escalation issues on-site, including advanced app troubleshooting and Worked directly with talent and sales clients. Guided and defused charged situations with end users to a positive result- Analyzed data and created presentations for post-conference reports including metrics for badge pickup rate, demographics and company types.- Gave pointed suggestions for organizational structure changes based on 2017/2018 metrics

Primary liaison between SXSW (the production company) and the Texas TribuneDeveloped daily and weekly revenue numbers and projectionsEnsured smooth badge pick-up process during conferenceHandled VIP registrationsTrained ~30 volunteers

Austin, Tx

Provided customer service, data entry, reception, tech support and salesCommunicated via email, in-person, and phone with a variety of attendees from CEOs and directors to educators and musicians, etc. on their critical first event interactionAccorded authority to make exceptions on specific policy issues

Austin, Texas Area

*Maintained six months of the highest customer service rating within the company*Consulted with management to improve ratings*Helped develop and maintain performance metrics for department

Education record

Activities and Societies: Certificates in: Responsive Web Design

Associate Of Arts And Sciences - Aas, Music Technology

Activities and Societies: Booked, Marketed and Promoted a benefit concert for Planned Parenthood.*Focus in: talent, record label and venue.