Emily Reo
Summary
Support Specialist and former Library Services Associate with 6 years of experience working with digital media assets and over 2.5 years of experience with ILS systems. Skilled at diagnosing complex technical issues, problem-solving, and delivering coherent and timely solutions. Expertise in media management and organization.
Enthusiastic knowledge-seeker who thrives in both collaborative and independent settings. Passionate about information accessibility and interested in curation and oversight of educational resources, such as training guides, help centers, and tutorials. Unique professional background combining tech, media, libraries, education, and management.
Proficient with ILS systems, including Alma and Sierra, and CRM and project management systems, such as Microsoft Office, Google Suite, Zoom, Slack, Asana, Guru, Docusign, and more. Formal education in art, with fluency in design software including Photoshop, Lightroom, Illustrator, InDesign, and Figma. Basic knowledge and competency of coding languages, including HTML, CSS, and JavaScript.
Overview
18
18
years of professional experience
Work History
Level II Customer Support Specialist
Wistia
08.2022 - Current
- Handle all aspects of customer-facing product and technical support for a SaaS media hosting platform.
- Resolve technical challenges associated with digital media hosting.
- Assist customers with managing their media libraries, including organization of media, archival, and file restoration.
- Troubleshoot issues related to web development, including HTML, CSS, and JavaScript conflicts with embedded digital media assets.
- Teach customers how to use the platform and offer end-to-end assistance with recording, uploading, customizing, embedding, and sharing digital media.
- Exceed productivity metrics and customer satisfaction goals by providing empathetic, comprehensive, timely, and clear technical assistance.
- Manage our pre-written reply library and oversee regular audits to ensure the accuracy of information as our product changes.
Level II Customer Support Specialist
Bonusly
08.2021 - 08.2022
- Offered comprehensive, empathetic support to customers experiencing technical issues.
- Evaluated workflow processes and developed solutions for improvement.
- Partnered with the engineering team to uncover, troubleshoot, and resolve systemic issues and bugs.
- Communicated with the product team to share direct customer feedback.
- Assisted in founding Bonusly's Knowledge Council, a team responsible for the maintenance and expansion of help center guides and customer-facing resources.
Library Services & Digital Media Associate
Teachers College At Columbia University
01.2019 - 07.2021
- Developed systems for reorganizing collections of rare art and archived physical media.
- Provided prompt, friendly, and helpful phone and online communication with library patrons.
- Researched materials and compiled individualized digital assets for graduate students to assist with dissertations and theses.
- Created in-depth educational guides for students.
- Built interactive, multi-media installations and curated digital media for events.
- Spearheaded program for staff to write and publish work in educational fields of interest.
- Handled all graphic design work, including logos, poster-making, and organizational blueprints.
Radio Station Manager and DJ
WPRK 91.5fm, Rollins College
10.2007 - 08.2010
- Managed radio station consisting of over 120 DJs and 30 student staff members.
- Handled all administrative responsibilities, including hiring, leading staff meetings, and communicating with the college board.
- Initiated collaborative team projects to update and improve station guidelines and training resources.
- Oversaw re-categorization of extensive physical music library.
- Organized and managed large concerts and community events.
- Developed a stipend program to ensure student workers were compensated for their labor.
Education
Bachelor of Arts - Music, Studio Art
Rollins College
Winter Park, Florida05.2010
Skills
- Highly experienced in managing, cataloging, and archiving digital and physical media
- Skilled at identifying workflow inefficiencies and developing improvements collaboratively
- Adept at implementing organizational procedures and performing regular auditing of systems to ensure efficiency and consistency
- Expert in customer advocacy through internal cross-communication to improve user experience
- Capable of explaining complicated, technical concepts clearly to customers with a wide range of understanding
- Seasoned in providing procedural and technical training, both internally and customer-facing
- Comfortable creating and executing projects within set timeframes, multi-tasking, and managing multiple projects at once
- Passionate about solving problems and thinking creatively, critically, and analytically
- Versatile, flexible, and adaptable within rapidly changing environments
- Trained in handling media that includes sensitive information in compliance with industry data security regulations, including GDPR and CCPA
References
- Kim Kefgen (professional): 917-213-5269
- Daniel Flick (academic): 407-247-0172
- Liz Pelly (personal): 516-317-4258
Timeline
Level II Customer Support Specialist
Wistia
08.2022 - Current
Level II Customer Support Specialist
Bonusly
08.2021 - 08.2022
Library Services & Digital Media Associate
Teachers College At Columbia University
01.2019 - 07.2021
Radio Station Manager and DJ
WPRK 91.5fm, Rollins College
10.2007 - 08.2010
Bachelor of Arts - Music, Studio Art
Rollins College
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