Jillian Walther
Harriman,TN
Work Preference
Summary
Detail-oriented individual with exceptional communication and organizational skills. Brings fresh perspective and strong commitment to quality and success. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
Work History
Yarn Store Founder/Owner
Walther Handmade, LLC
01.2022 - Current
- Designed and managed www.waltherhandmade.com website including information pages, blog, and e-commerce online shop.
- Exhibited excellent customer servicing skills to ensure customer satisfaction with purchases and experience in order to create lasting relationships with customers that would create a sense of community.
- Educated new customers about fiber arts and store offerings, including teaching classes in crafting techniques.
- Planned events to maintain relationships with existing customers while expanding reach to engage with new potential customers in the local community.
- Managed daily business operations including inventory, cash flow, bookkeeping, and customer relationship management.
- Owner of a brick-and-mortar independent yarn store featuring specialty yarn brands and high-quality supplies used for knitting, crochet, and other fiber arts. Website: http://www.waltherhandmade.com
SUPPORT SPECIALIST III
symplr
01.2021 - 01.2022
- Actively engaged in transition to symplr by volunteering to help draft new version of internal manifesto with colleagues from across the company, participating in opportunities to promote company values and processes, and co-administrating a discussion forum on symplr’s intranet to provide support and encouragement for remote employees.
- Undertook additional responsibilities for support team, including prepping and presenting data for cross-functional meetings, creating team-centered support resources on Confluence, assisting clients with their termination process, and training support specialists in product.
- Provided support to system administrator-level customers via live chat, email, and telephone channels, maintaining a 98% customer satisfaction rating for requests from July – December 2021.
- Liaised with internal resources, such as training and success, to resolve issues for clients and provide continued growth in the product knowledge.
- Acquired HealthcareSource in May 2021.
Tier 2 Support specialist
HealthcareSource HR, Inc.
01.2018 - 01.2021
- Engaged with clients to address questions and issues related to HealthcareSource software programs, first applicant tracking and then performance management.
- Utilized multiple modes of communication daily, including live chat, email, phone, and virtual meetings.
- Championed the customer by acting as their voice internally, raising issues with software engineers and development, to ensure customer concerns were listened to and understood by all levels, resulting in better awareness and prioritization of issues.
- Documented customer interactions and related activities via CRM.
- Created documentation and 'how to' guides to facilitate system learning and streamline processes for both internal and external users.
- Trained new support staff in both applicant tracking and performance management systems and acted as resource for internal users.
- Actively engaged with teammates and looked for ways to continuously improve internal communications and processes, including creating weekly meeting notes and Knowledge Base via Confluence.
Data entry specialist
HealthcareSource HR, Inc.
01.2017 - 01.2018
- Entered and revised job description content from client-provided documentation into performance management software system.
- Worked with team to delegate and complete assigned data entry tasks, within required timeframe, while maintaining a high level (99%) of accuracy.
Adjunct Instructor
University of Tennessee Chattanooga
01.2015 - 01.2017
- Supported university students in their educational goals to learn a foreign language by instructing Elementary and Intermediate German, including pronunciation, grammar, and conversational skills.
- Fostered knowledge of and appreciation for German-speaking countries and cultures through classroom lessons, online content, and LMS.
- Established comprehensive course life cycle, including learning objectives, syllabi, and course materials.
- Developed system for continuous evaluation through tracking attendance and participation, administering scheduled exams and quizzes, and assigning both individual and group tasks.
- Created monthly off-campus German conversation group, to encourage students to utilize language in a meaningful context and to build connections with other German-language speakers in the community.
Adjunct Instructor
Southern Adventist University
01.2014 - 01.2017
- Leveraged public speaking and presentation skills as German instructor to students of diverse cultural backgrounds.
- Developed German course and program that would meet students’ education goals and adhere to departmental and organizational policies and values.
- Prepared all course materials, including syllabi, schedules, assignments, handouts, and exams.
- Consistently evaluated student progress through the administration of assignments, quizzes, exams, presentations, and group activities.
- Incorporated technology into the learning process through use of online resources and LMS.
- Analyzed and redeveloped curriculum for Global Citizenship courses to better meet students’ objectives and equip them for their future career paths.
Manager and events coordinator
Youth Inc., of Southern Indiana
01.2011 - 01.2012
- Developed and implemented consistent daily operating procedures for Wired Coffee House (a branch of Youth Inc.) including basic bookkeeping, scheduling, training new volunteers, and streamlining social media activity.
- Built and fortified community relationships by hosting all-ages concerts and establishing 'First Fridays' monthly art shows showcasing local and regional artists and musicians.
Education
Master of Arts - Germanic Languages And Literatures
University of Illinois At Urbana – Champaign
Urbana, IL, USA05-2008
Bachelor of Arts - History, German
Ball State University
Muncie, IN, USA05-2005
Skills
- Meeting planning
- Event scheduling
- Verbal and written communication
- Attention to detail
- Customer service
- Budget planning
- Social media marketing
- Small business operations
- Relationship building
- Data entry
- Typing proficiency
- Technical support
Languages
German
Full Professional
Interests
- Crafting and DIY Projects
- Photography
- Graphic Design
- Hiking
- Kayaking
International Experience
- ESL Instructor, LCI Academy, Seoul, South Korea, 2009-01-01, 2011-01-01
- Münster Exchange Program, WWU, Münster, Germany, 2005-01-01, 2006-01-01
- Study Abroad Program, University of Limerick, Ireland, 2003-01-01, 2003-12-31
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Yarn Store Founder/Owner
Walther Handmade, LLC
01.2022 - Current
SUPPORT SPECIALIST III
symplr
01.2021 - 01.2022
Tier 2 Support specialist
HealthcareSource HR, Inc.
01.2018 - 01.2021
Data entry specialist
HealthcareSource HR, Inc.
01.2017 - 01.2018
Adjunct Instructor
University of Tennessee Chattanooga
01.2015 - 01.2017
Adjunct Instructor
Southern Adventist University
01.2014 - 01.2017
Manager and events coordinator
Youth Inc., of Southern Indiana
01.2011 - 01.2012
Master of Arts - Germanic Languages And Literatures
University of Illinois At Urbana – Champaign
Bachelor of Arts - History, German
Ball State University