M. Isis Erb

• Assisted highly-efficient administrative teams with numerous government and community projects.
• Maintained accurate records of all activities, ensuring proper documentation for reporting purposes.
• Monitored and evaluated program effectiveness, implementing improvements based on feedback and results.
• Served as liaison to various stakeholders, fostering open communication lines for increased collaboration.
• Evaluated and recommended organizations, individuals and events through formal brand litmus test focused on identifying strategies.
• Organized spaces, materials and catering support for internal and client-focused meetings.

• Served as customer service representative in the Call Center, handling up to 30 calls, emails, and chats per shift
• Responded to customer service issues in such a way as to remain in line with GSC’s core values while leading to increased customer loyalty and retention
• Followed all company policies while still meeting customer demands.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Served as sole administrative assistant to the Director of the Gund Institute for Ecological Economics (now the Gund Institute for the Environment)
• Scheduled meetings (via Oracle, Outlook, and iCal), screened calls, assisted with special projects, events, and program development for the Director
• Assisted Research Coordinator with coordination of research and atelier proposals and projects, grant submission, student recruitment and support, communications within the Institute and with outside affiliates and funding organizations, Graduate Certificate programs, and general program development
• Supported all Institute Fellows, Staff, and Students with purchasing, administrative processing (most often via Peoplesoft), and multiple other issues
• Maintained and developed the Institute’s website
• Performed general office support duties, including; typing, copying, scanning, mailing correspondence, filing, answering main phone line and screening calls or directing as appropriate, handling all email inquiries, and ordering all supplies
• Provided IT support directly and arranging for support from the IT team.

• Created and maintained a new IPC System Installation Cards chapter that reduced calls to Systems Support by 30% in the first year.
• Proposed and implemented a new in-house style guide, as well as a file retrieval system for prior documentation, increasing Technical Publications departmental productivity by 20% in the first year.
• Copy-edited all documentation produced by the Technical Publications department, as well as providing writing assistance to both the Engineering and Sales departments.
• Redesigned, rewrote, and maintained both the Digital Turret User Guide and TradePhone MX User Guide.
• Acted as internal and external customer liaison, ensuring timely delivery of necessary information.
• Created project plans and led Team B for the Alliance 6 release; continued project planning for subsequent releases.
• Created and maintained the IPC Knowledge Base Intranet web pages.
• Provided Adobe Acrobat support and troubleshooting expertise to entire Fairfield, CT location.

• Skilled at working independently and collaboratively in a team environment.