Jason Wright

*Interact with students via telephone and email correspondence providing education on WGU programs and enrollment requirements. Along with evaluating students' academic goals to align with degree program selection

*Provide continued student outreach by setting appointments to ensure enrollment progress is made and deadlines met. Additionally, resolving/mitigating student concerns

*Collaborated with other departments to ensure a streamlined enrollment process. I was my team's transcript liaison. which is the main communicator with that dept

*Conducted team and department wide reinforcement trainings. Worked as a new hire mentor for my direct manager which involved transitioning new hires onto our team

*Promoted to a Continuing Graduate Specialist which is a more complex enrollment process requiring great detail and analysis of profile information

*Completed Emerging Leader Training

*Respond to all general student inquiries regarding financial aid and student accounts functions in a timely manner with the objective of providing student resolution during their first call or interaction

*Provide support to, enrollment/admissions representatives, mentors and other WGU staff to serve our students

*Must stay abreast of Federal and State Regulatory changes to ensure that WGU operates in compliance with all applicable regulations

*Utilize available resources such as the Knowledge Base, Student Handbook, and internal systems. Accurately track all interactions with students within our Customer Relationship Management (CRM)

*Identify, evaluate and prioritize caller needs, questions and concerns

*Formulate plans of resolution and respond appropriately and efficiently

*Maintain and restore customer satisfaction and partner with other teams as needed.

*Perform problem analysis, problem determination and recommended resolutions to the callers

*Meet or exceed established call center metrics, attendance standards and quality levels

*Use computer tools to accurately process and document information

*Provide accurate information about ServiceMaster programs and services

*Escalate issues internally and follow up on escalated issues

*Accustomed to working in fast-paced environments with the ability to think quickly and successfully handle difficult situations to meet deadlines

*Receives and displays entertainment products and helps customers with their technology needs in a timely manner

*Reports customer issues, security risks, shrink opportunities, and problems with entertainment products, services, and work areas

*Proactively interact with customers bringing a strong sales focus to the role Excellent communicator

*Maintaining store operations, ensuring a positive store experience for other employees and customers

*Builds customer relationship. Resolve customers’ issues and demonstrate empathy for customers’ situations when needed

*Process transactions quickly and without errors while utilizing the computerized point of sale system to complete both credit and cash transactions and maintains member accounts