Provided enterprise-level technical support across 30+ higher education institutions, managing critical learning platforms including Canvas and Brightspace. Utilized ServiceNow, VPN, and remote desktop solutions to deliver rapid incident resolution while maintaining FERPA compliance. Expertly handled Active Directory and ERP systems to ensure seamless operations for faculty, staff, and students.

• Maintained 21-minute average handle time with up to 106% case logging efficiency
• Delivered Silver-rated support with a 65%+ case closure rate
• Earned customer satisfaction scores up to 5.0/5.0
• Minimized dropped calls to 1.82% with efficient after-call processing

Supported account administration and user access by phone and email. Resolved password resets, account lockouts, and complicated questions without slowing users. Clear, step-by-step learning site navigation increased user satisfaction. Solved account tickets with short, solution-focused emails.

• Increased quality adherence, reduced average call time, and exceeded line requirements
• Attained top CSAT score of 100, demonstrating superior analytical and problem-solving abilities
• Consistently solved 50 problems per week, showcasing strong analytical abilities and dedication

Efficiently managed customer support, addressing member inquiries about accounts and operations promptly. Handled tasks such as password resets, access granting, and registration processing. Resolved complaints by attentively diagnosing problems and communicating clear solutions.

• Received Accolades in October 2023 for being the most improved
• Facilitated assistance to colleagues who encountered difficulties with their interactions
• Received performance-based incentives for a period of six months

Assists members and doctors by answering 30 calls daily, reviewing in-network pharmacies, examining covered medications to determine whether prior authorization is required, and researching the results. Maintains compliance & HIPPA privacy by executing quality control actions.

• Achieved 96.6% first call resolution rate by rapidly diagnosing issues
• Reduced average call handle time by 2 minutes through system expertise
• Diffused escalated situations by demonstrating thoughtful listening skills
• Earned recognition for resolving customer issues outside of scope

Responded to calls from members concerning various medical insurance-related questions. Recognized by management for going above and beyond in addressing concerns made by customers and clients. Formulated and enforced service center policies, procedures, and quality assurance measures.

• Leveraged Salesforce CRM to accurately log service tickets while ensuring HIPAA compliance
• Built positive client relationships by providing well-researched solutions

Managed website content, email campaigns, and online reports for local branches of the organization. Collaborated with fellow committee members regarding online incentives such as digital fundraising challenges.

Set up the luminary ceremonies (remembering those lost and honoring those fighting). Collaborated with approx. 50-100 volunteers to adequately prepare for the event.