Mason Small

• Completed daily pre-trip and post-trip bus inspections and documented info in vehicle logs.
• Demonstrated professionalism at all times while engaging with up to 12 students with special needs & disabilities, parents, colleagues, and administrators alike during daily duties.
• Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
• Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
• CPR and First Aid certifications acquired and maintained.
• Developed positive relationships with students, faculty and parents to support continuous rapport and communication.

• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Ensured accurate record-keeping with diligent data entry and database management for client information.
• Assisted with Google SEO (Search Engine Optimization) for clients' Squarespace websites.
• Scheduled 2 to 5 client meetings per day with the business owner.

• Facilitated communication between sales representatives and other departments to streamline workflow processes.
• Utilized Salesforce for Customer Relationship Management while maintaining accurate records and reports for the sales cycle.
• Operated using a Salesforce email and chat queue to manage a queue of up to 30+ inquiries simultaneously.
• Supported sales team in achieving targets by providing valuable insights and analysis on market trends.
• Served as a reliable resource for product knowledge, enabling the sales team to address client inquiries confidently and accurately.
• Participated in weekly sales meetings to provide updates on current projects, share best practices, and discuss ways to improve overall team performance.
• Collaborated with cross-functional teams to develop comprehensive sales strategies, driving revenue growth.
• Promoted to senior position due to exceptional performance and rapport with regional sales team.
• Engaged in 2 large, extracurricular projects: employee events committee and global knowledge base project, both of which required interdepartmental coordination.

Hybrid position with responsibilities in the following areas:

IT Help Desk Support

• Provided end-user system and equipment training.
• Responded to inquiries by phone, email and walk-up requests.
• Logged activities in tracking system to maintain accurate, timely records.
• Provided network administration for 90+ employees, statewide.
• Installed and maintained IT equipment at numerous offices, across the state.
• Worked under direct supervision of the IT Director, Dan Bold

Digital Marketing

• Content management for Easterseals Oregon website and social media pages
• Graphic design
• Video filming and editing for digital marketing
• Interviewed clients for success stories
• Collaborative projects with Comcast and Habitat 4 Humanity to uplift Easterseals Oregon messaging

Event Coordination

• Assisted with planning and coordination of fundraising events
• Assisted onsite with event execution
• Collaborated with internal and external stakeholders to ensure event success

• Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
• Provided exceptional customer service experiences through front of house interactions
• Maintained a clean and safe work environment to ensure safety, efficiency, and compliance.
• Upheld welcoming customer service experience during peak volumes that exceeded 1-hour wait times for food.

• Provided effective and thorough customer support for non-profit database software.
• Ensured HIPPA compliance in all interactions due to the nature of sensitive client data stored/managed with our software.
• Utilized Salesforce for CRM and customer chat-based support.
• Maintained high NPS through an empathetic, professional, and patient approach.
• Multi-tasked in order to handle numerous client inquiries simultaneously, via email, chat, and phone.
• Maintained initial response time of under 2 minutes for incoming chats and under 24 hours for incoming emails.
• Completed extracurricular knowledge base project in order to improve customer access to helpful articles for navigating our product, thus reducing our volume of client inquiries and increasing our ability to empower customers to resolve issues on their own.

• Maintained high NPS ratings through exceptional customer service and technical expertise regarding Apple Products, services, and policies.
• Presented complex technical information in an accessible manner during meetings with customers in a fast-paced retail environment.
• Multi-tasked in order to manage multiple customer interactions simultaneously, due to high demand.
• Consistently maintained an average appointment time of 11 minutes or lower, exceeding the goal of 12 minutes.
• Achieved merit-based promotion from Technical Specialist to Technical Expert, due to high customer satisfaction and exceeding expectations in all metrics.
• Created and distributed internal newsletter, "That's Nifty," highlighting new accessories in order to assist other employees with maintaining updated product knowledge.