Brian Nelson

Recently Promoted to Live Chat Support due to high metrics, high achievements and high customer service survey ratings.

• Resolved concerns with products or services to help with retention and drive sales.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Responded to incoming calls / e-mails and may initiate outgoing calls, providing customer service.
• Used strong attention to detail to accurately enter data, research and resolve questions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Made changes to plans, answered benefit and product related questions, resolved issues and educated customers.
• Educated customers on current promotions, upgrades or new offerings available under current plan.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Responded to customer calls, LiveChat and emails to answer questions about products and services.
• Documented and detailed calls and complaints using call center's CRM database.
• Attended telephone skills and program information training sessions to boost aptitude.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Responded proactively and positively to rapid change.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

• Trained and on boarded 22 new team members, resulting in 20% less manager time required to onboard new employees through use of software learning tools.
• Reduced errors and delays by 30% by writing and enforcing administrative procedure plans.
• Enhanced business process by creating expense reports, budgets and filing systems for management team resulting in improved communication.
• Seamlessly improved workflow by updating spreadsheets and database to track, analyze and report on performance and sales data.
• Facilitated successful move to new office in 2021, coordinating more than 200 employees across 6 different departments to limit downtime and maximize productivity during office transition.
• Managed 29 staff (11 direct reports, 18 indirect) 2 office locations and 3 business divisions including hiring, performance reviews and day to day guidance and oversight.
• Improved Executive correspondence by transcribing meeting minutes to support sales, business development and senior management teams.
• Boosted team productivity and supported Executives by preparing presentations, materials and documentation for use executives in meetings and engagements.
• Coordinated complex annual meeting involving multiple presenters, high number of global attendees and robust budget encompassing livestream production, remote location arrangements and senior executive accommodations with 100% accuracy.
• Improved workflows by documenting and distributed meeting notes to identify, analyze and strengthen team.

• Spearheaded reorganization of record keeping process that led to 20% of time savings across administration team.
• Assisted in continuous improvement activities while developing and maintaining resulting documents.
• Maintained document control system and updated work instructions, procedures and associated databases.
• Trained administrative assistants during period of company expansion to ensure attention to detail during period of company expansion to ensure attention to detail and accuracy of work.
• Contributed to design and implementation of overall corporate documentation standards, numbering conventions and templates.
• Monitored and created control reporting to track performance of system and process integrity, vendors, internal workflows and SLAs.
• Modified and maintained tools to support operations and business process creation using Adobe Acrobat, SharePoint, Excel and Access capabilities.
• Identified areas of weakness and recommended or implemented process improvements.
• Generated reports and typed letters in Word and prepared PowerPoint presentations.

• Used data to monitor students' progress and recommend solutions for improvement.
• Reviewed and discussed new students' academic credentials, interests, and educational goals.
• Regularly met with enrolled students to confirm success and identify problem areas.
• Identified and addressed concerns of incoming students and parents.
• Gathered necessary paperwork and applications for students to initiate enrollment process.
• Connect with prospective students by telephone, email and through online presentations to advise them on Colleges and encourage them to apply.
• Used consultative approach to help guide students through decision making process.
• Taught classes and presented self-help informational sessions on subjects related to education and career planning to over 40 students per day.
• Conducted weekly mentor conferences with students for progress.
• Achieved performance goals for each term at every stage of the
  admission process.
• Reviewed transcripts to ensure eligibility for admission to a specific
  program and evaluates transfer credits and applicability to program
  requirements and makes referrals when necessary.
• Used data to monitor students' progress and recommend solutions for
  improvement throughout the admission process.
• Communicated regularly with parents and guardians about student
  progress, working to involve parents in educational goals.
• Maintained positive relationships with students, faculty, alumni and
  administration.