Eric Schubert
Summary
Proven expertise in enhancing customer experiences and streamlining operations, demonstrated at T-Mobile and other leading organizations. Excelled in roles requiring meticulous attention to detail and robust interpersonal communication, achieving over 50% conversion rates in admissions. Skilled in customer service and multi-tasking, adept at safeguarding sensitive information and promoting organizational trust.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Computer Operator
Internal Revenue Service
09.2024 - 02.2025
- Performs various duties pertaining to the mission of Correspondence Production Services (CPS)
- Responsible for ensuring accuracy when preparing taxpayer notices in both the printing and inserting stages
- Operated industry standard equipment manufactured by Bell & Howell and Ricoh, and engaged with vendors to troubleshoot machine errors and optimize production to meet goals outlined in service level agreement
- Tasked with the reconciliation (quality control stage) of misplaced and/or inadequately composed notice envelopes
- Contributed to the metering, manifesting, and final development and organization of taxpayer letters before mail date
- Finalized outgoing production control reports to adequately coordinate the efforts of CPS with USPS
- All activities completed with special attention to providing a positive taxpayer experience, while protecting PII (Personally Identifiable Information) and promoting the Internal Revenue Service's Public Trust
Senior Admissions Guide
Full Sail University
09.2022 - 01.2024
- Directed comprehensive interviews with prospective students regarding their backgrounds and professional career goals
- Created and updated student profiles through the integration of Salesforce and Citrix cloud-based software
- Educated individuals on the history and mission statement of Full Sail University, as well as necessary enrollment tasks (i.e., academic requirements, tuition and FAFSA, enrollment documents, etc.)
- Provided follow-up services in the form of e-mails, routine callbacks, and registration for virtual and/or on-campus events
- Proofread all data entry as well as correspondence with students to assure proper spelling, grammar, punctuation, and formatting was used
- Assisted students with technical issues (i.e., sending password reset links or helping with uploading documents to their student portals)
- Organized and maintained a detailed spreadsheet to promote a leading conversion rate (consistently averaging over 50% monthly) of interested prospects completing the official Enrollment Application
- Collaborated with other members of Admissions personnel on student-related projects or department metrics by using Zoom, Slack, Workday, Adobe Acrobat, Google Docs, Sharepoint, and Microsoft Office
Data Entry Technician
Walgreens
04.2022 - 09.2022
- Verified and keyed patient prescription information into the nationwide pharmacy database
- Exercised an extensive memory of over 120 SIG codes to optimize the amount of fulfillments
- Monitored prescription refills and collaborated with pharmacists to ensure accuracy of medication strengths, quantities, refills, frequencies, and routes of administration (i.e., oral, nasal, intravenous)
- Performed duties in accordance with company policies and procedures, while maintaining compliance with state and federal regulations (i.e., HIPAA, Controlled Substances Act)
Customer Care Representative | Messaging Expert
T-Mobile
04.2017 - 01.2020
- Utilized varying MFA (Multi-Factor Authentication) techniques to identify active T-Mobile customers via an inbound call queue and obtain account access
- Asked probing questions to answer a variety of inquiries and resolved problems related to the user’s account, cellular service, and mobile device
- Negotiated with customers to rectify billing disputes and/or delinquent account statuses to restore services
- Exhibited de-escalation best practices with irate customers to minimize transfers to leadership and maximize NPS (Net Promoter Score)
- Navigated between various customer management tools, such as Quikview, Atlas, and Samson (Citrix platform), as well as Microsoft Outlook, Skype, Workday, Kronos, and Slack, among other applications and web resources, to carry out duties
- Practiced sales tactics to promote revenue, such as adding new subscribers to account plans or bundling in accessory purchases with smartphone upgrade orders
- Partnered with retail associates to assist with SIM activations or miscellaneous account-related tasks
- Executed various troubleshooting workflows with customers to diagnose active technical issues on both iOS and Android devices and submitted trouble tickets on an as-needed basis
- Utilized T-Mobile’s Grand Central “network map” to gather intel surrounding device compatibility, signal strength based on geographic location, and known issues and/or network outages
- Determined suitability for various changes relating to customer accounts through the adherence of policies and procedures (i.e., walking the account holder — or Billing Responsible Party — through a Change of Responsibility in order to transfer account ownership to another party)
- Worked to accomplish same goals via the LiveEngage messaging (“chat”) platform, often handling 4 to 10 active sessions simultaneously
Education
Master of Science - Criminal Justice
Southern New Hampshire University
Hooksett, NH04-2026
Bachelor of Science - Recording Arts
Full Sail University
Winter Park, FL02-2022
Skills
- Customer Service
- Interpersonal Skills
- Leadership & Management
- Multi-Tasking
- Team Collaboration
- Written Documentation
Certification
- CompTIA Security+ (Feb. 2024, exp. Feb. 2027)
Timeline
Computer Operator
Internal Revenue Service
09.2024 - 02.2025
Senior Admissions Guide
Full Sail University
09.2022 - 01.2024
Data Entry Technician
Walgreens
04.2022 - 09.2022
Customer Care Representative | Messaging Expert
T-Mobile
04.2017 - 01.2020
Master of Science - Criminal Justice
Southern New Hampshire University
Bachelor of Science - Recording Arts
Full Sail University
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