TECHNICAL SKILLS

• Psychological Research
• Communication
• Literary Research
• Usability Research
• User Research Web Design
• IT Helpdesk (Tier 1)
• Data Entry & Analysis
• Social Media
• Microsoft Office
• Google Apps
• Account Management
• Client Relationship Management (CRM)
• Quality Assurance (QA)
• Project Management
• Digital Marketing
• Organization
• Psychology
• Sociology
• Statistics
• Java Programming
• Information Architecture
• Integrated Media & Design
• Interior Design
• Agile Software Design
• User Experience Design
• HTML5
• CSS3
• JavaScript

PROFESSIONAL EXPERIENCE

Account Manager

Confidential, Victor, NY

Responsibilities:

• Increased revenue from pay per call advertisements with existing accounts by over $50K in 2 months, while developing mutually satisfying, transparent and positive professional relationships with 30+ clients
• Provided detailed UX improvement recommendations and usability best practices for several projects across the company, from internal and external websites and APIs to phone IVR systems
• Analyzed over 160,000 phone ad - category matches of the top 25 most played phone ads to offer detailed data insights on categorization and placement improvements

Customer Support Representative

Confidential, Burlington, VT

Responsibilities:

• Demonstrated passion for and knowledge about User Experience research and design through practical side projects
• Improved company culture as the head of employee appreciation and a member of the events committee on, as well as the Secretary of, the Quality of Life Assurance board
• Reduced average Helpdesk ticket response time and resolution time by 30% within 4 months

Designer, Artist & Activist

Confidential

Responsibilities:

• Undertook extensive self-study in programming languages, software applications and more technological subjects
• Practiced multiple mediums of art and media creation, genres of writing, and varieties of piano and vocal music
• Traveled globally to refine intercultural communication skills and explore culture (museums and restaurants)

Graduate Assistant - Locative Media Researcher

Confidential, Oswego, NY

Responsibilities:

• Conducted literary research about new and emerging subjects in computer science related to locative media, augmented reality, virtual reality and homesickness
• Attended Digital Humanities series academic lunches and, in June 2016, the Digital Humanities Summer Institute
• Integrated supervisor's hopes for a future locative media center into a broad plan of action with specific sub-goals

IT Helpdesk / Maintenance Desk Representative

Confidential, Boise, ID

Responsibilities:

• Resolved Alberstons employees' facility and maintenance concerns quickly, efficiently and courteously

Technical Support Representative

Confidential, Boise, ID

Responsibilities:

• Evaluated and resolved customer concerns with billing, account management, and technical support of mobile devices
• Utilized Verizon's vast knowledge base to research appropriate solutions
• Attained consistently high customer satisfaction scores

Food Shelf Volunteer

Confidential, St. Albans, VT

Responsibilities:

• Initiated technological improvements to the customer database system
• Offered emotional support, humor, optimism and empathetic listening to visitors

Confidential, S. Burlington, VT

Data Entry Specialist

Responsibilities:

• Approved for government security clearance after a very thorough background check Administrative Assistant -- Northgate Properties
• Optimized the office's physical and digital document filing systems

Clinician & Intern

Confidential, S. Burlington, VT

Responsibilities:

• Developed meaningful and supportive professional relationships with supervisors and clients
• Resolved emergency and crisis situations

Intern as Assistant Director

• Cared for nonverbal children with severely disabling conditions in small groups

Bank Teller

Confidential, Winooski, VT

Responsibilities:

• Earned a raise and recognition for providing excellent customer service
• Established proficiency with numerous software applications, including database and Enterprise CMS software
• Practiced conflict resolution and interpersonal communication

Customer Service Representative

Confidential, Colchester, VT

Responsibilities:

• Promoted from Cashier to Customer Service Representative (CSR) for outstanding customer service skills and leadership potential
• Delegated tasks to, and managed breaks of, cashiers in the Front End