My Experience

Issue Analysis: Delivering exceptional communication between our partners and their customers by responding to maintenance requests, dispatching vendors, notifying property managers of escalated issues, and providing call center support while maintaining top KPI scores for the team
Team Efficiency and Training: Providing efficiency/navigation tools such as extensions and shortcuts, hosting workflow team meetings to enhance dispatch speeds, and training new employees in best practices
Development and Quality Assurance: Collaborated with the Product development team to push a UX feature to streamline call center operations by cutting the contact page window out of our workflow and moving it into the dispatch queue, which resulted in a reduction of 33% less handle time

Troubleshooting: Troubleshoot common residential maintenance issues by engaging with tenants via text to ensure their concerns and questions were answered and documented descriptions for work orders
Escalation/De-Escalation: Actioned work orders by dispatching vendors or property managers and ensured escalation/de-escalation of urgencies to maintain order in the queue
Quality Assurance: Providing extensive and quality assurance feedback to the product team by reviewing upcoming features and producing feedback videos detailing found bugs and user experience suggestions

Mastering: Validated assets according to service specifications and the distribution of content to broadcasters and digital service providers such as Apple TV, Netflix, YouTube
Editing: Edited metadata, image, video, audio, and timed text media assets against a variety of client and internal specifications using Adobe Creative Suite

Editor: Worked as on-set editor to cut down interviews and B-Roll footage on the spot and delivered rapid and cohesive content to the clients to streamline the postproduction processes
Producer: Assisted in production by working as on set – editor by cutting and editing footage to deliver rapid results and streamlining the postproduction