Counselor

• May 2022 - Present

Counselor

• Oct 2021 - Aug 2022

Student Counselor

• Jun 2019 - Aug 2022

Customer Service Representative

• Jul 2018 - Dec 2018

Assist customers with product issues via phone and email, with an emphasis on quick resolution Maintain consistent, thorough, documentation regarding case work Utilize advanced product knowledge to provide specific solutions for customer issues Emphasized focus on customer education for prevention of repeat issues Assist customers with product issues via phone and email, with an emphasis on quick resolution Maintain consistent, thorough, documentation regarding case work Utilize advanced product knowledge to provide specific solutions for customer issues Emphasized focus on customer education for prevention of repeat issues

Incident Communications Manager for Microsoft Dynamics 365

• Nov 2017 - Jun 2018

Crafted succinct, yet detailed, communications regarding service incidents affecting Microsoft Dynamics 365 Utilized multiple channels for communicating service incident diagnosis, status and resolution information to cater to multiple audiences, including internal Microsoft leadership and external customers Maintained extensive notes for the purpose of assisting engineers in resolving and preventing future incidents Met strict deadlines and SLAs while providing robust, up-to-date information to communication recipients Show less

Technical Product Support Specialist

• Nov 2012 - May 2017

Assisted customers via email in an efficient, timely manner Helped create and maintain a copy-paste solution database to improve efficiency in resolving a variety of customer issues Created training and knowledge base material for both internal and external users Provided assistance in managing complex digital economies, including in-game economies Worked directly with a game development team to create product-specific support documentation and provide specialized support to game customers Created training material for a group of contractors to improve issue response times and resulting customer experiences Handled escalated cases, while providing guidance and insight to contract employees Show less

Merchandising Specialist

• Nov 2006 - Nov 2012

Unloaded and stocked merchandise efficiently and, at times, creatively Provided leadership for part time and seasonal employees in performing merchandising tasks Assisted with inventory management and investigated inventory discrepancies in a timely manner Handled inbound and outbound shipments, performing package scanning and data entry tasks as needed Started as a member of the sales team, maintained product knowledge throughout tenure to assist in sales operations Unloaded and stocked merchandise efficiently and, at times, creatively Provided leadership for part time and seasonal employees in performing merchandising tasks Assisted with inventory management and investigated inventory discrepancies in a timely manner Handled inbound and outbound shipments, performing package scanning and data entry tasks as needed Started as a member of the sales team, maintained product knowledge throughout tenure to assist in sales operations