Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Tanis Wade

Austin,TX

Summary

Efficient and precise professional skilled in analyzing and resolving support and organizational challenges. Committed to continuous learning and achieving high success rates through a strong work ethic.

Overview

9
9
years of professional experience

Work History

Social Media Ambassador

VXI via Meta
Austin, TX
01.2024 - 10.2024
  • Engage with customers on social media by responding promptly to comments or questions.
  • Collaborate with internal teams to ensure the accuracy of messages across all platforms.
  • Assist customers with account, device, and shipping-related issues via various social media channels, using Khoros, Salesforce, and Workplace.
  • Guide product owners through technical troubleshooting, maintenance, and general questions over public posts, private messages, and emails.
  • Organize detailed documentation of interactions, and maintain records of customer inquiries and resolutions.
  • Provide comprehensive details about products, services, promotions, and company policies.
  • Identify especially complex issues efficiently and escalate them to Level Two support, or appropriate departments.
  • Share feedback with management regarding the knowledge base and team processes to improve services and engagement.
  • Surpassed CSAT, SLA, AHT, and QA targets by following company guidelines

Technical Recruiter

Microsoft
Austin, TX
03.2022 - 08.2022
  • Review employment applications and job orders to match applicants with job requirements
  • Maintain contact with skilled candidates using various communication techniques to keep candidates interested and to inform them of application status
  • Utilize applicant tracking systems to initiate, edit and post job requisitions
  • Proactively source, screen, and organize viable candidates utilizing OneNote, LinkedIn Recruiter, Outlook, iCIMS, Calendly and Teams
  • Refer qualified job applicants to managers, and share hiring recommendations when appropriate
  • Evaluated recruitment and selection criteria for conformance to professional, statistical, and testing standards, recommending revisions, as needed

Participant Recruiting Coordinator SME

Google
Austin, TX
09.2018 - 02.2022
  • Collaborate with Google UX Researchers to target the most viable participant pools to facilitate their studies and procure ample data
  • Maintain detailed recruiting processes, outreach communication, candidate pipeline documentation, and travel accommodation procedures
  • Create, edit, and update screeners, surveys, and pipelines while managing researcher and participant meeting schedules
  • Coordinate team itinerary for multi-day in-person studies, along with hardware, instruction and incentive delivery for remote studies
  • Work with Marketing Specialists to develop partnerships for recruiting A11y-specific participants, as well as develop processes for third party vendor recruitment (including purchase order processing)
  • Updated internal incentive policy and processing procedures as well as public knowledge base and UXR handbook
  • Ensure appropriate tax and localization policy is followed per participant location, confirming W9s are provided and signed, following US tax policy
  • Point of Contact regarding Operations and Incentive Policy for researcher and recruitment teams
  • Report during health-check meetings with clients, vendors, and internal teams to troubleshoot and deliver incentives to participants

Customer Service Representative

YouTube TV
Austin, TX
04.2018 - 09.2018
  • Deliver personalized customer service relating to service questions or reports
  • Respond to telephone, chat, and email within adherence metrics
  • Develop and maintain working knowledge of internal policies, procedures, and services
  • Address customer complaints and inquiries in a courteous and efficient manner
  • Process orders and cancellations in an accurate and efficient manner
  • Utilized suitable methods and problem-solving skills to provide optimal solutions
  • Record the details of customer service calls following correct protocols
  • Provided account information to customers and explained bill service policies

Senior Technical Support Specialist

Nest
Austin, TX
10.2015 - 03.2018
  • Investigate and research issues to determine root causes and appropriate resolution methods
  • Assist customer with installation and set-up, ensuring proper installation of cables, operating systems, and appropriate software
  • Refer major hardware and software problems and defective products to certified Nest Technicians for service
  • Create detailed reports outlining the status of each technical issue reported by customers
  • Member of The Strike Team
  • A small group of Senior Agents skilled in multiple departments with the ability to alternate roles as needed
  • Provided guidance in setting up Nest Thermostats, Nest Protects, and Nest Cameras with or without Nest Aware via phone and email support
  • Contributing product knowledge and soft skills to further the abilities of fellow peers
  • Resolve website access issues and payment processing errors through troubleshooting software / hardware, verifying PII, and network settings
  • Maintain case ownership and contact with users throughout troubleshooting as a personal guide through to a satisfactory resolution
  • Meet and exceed adherence metrics including CSAT, AHT and ACW

Education

Certification In Documentary Film -

New York Film Academy
Manhattan, New York
01.2009

Completed Coursework Towards Associate In Arts (A.A.) - Digital Media Communications

Kutztown University of Pennsylvania
Kutztown, PA
01.2007

High School Diploma -

Palisades High School
Kintnersville, PA
01.2005

Skills

  • Global Recruitment
  • Project Recruiting
  • International teamwork
  • Organizational Planning Knowledge
  • Time Management
  • Policy Interpretation
  • ICIMS Applicant Tracking Software
  • Mac Operating Systems
  • Complaint Handling
  • Relationship Building
  • Cross-Functional Team Collaboration
  • Customer Relationship Management
  • Microsoft Office
  • Google Suite
  • Community Networking
  • Verbal and Written Communication
  • Strategic Sourcing
  • Policy and Procedure Writing
  • Salesforce
  • Analytical and Critical Thinking
  • Candidate Pipeline Development
  • Adaptable to Changing Conditions
  • Database Maintenance
  • In-person and telephone interviewing
  • Eligibility Determinations
  • Problem-Solving
  • Conflict Resolution
  • Multitasking

References

References available upon request.

Timeline

Social Media Ambassador

VXI via Meta
01.2024 - 10.2024

Technical Recruiter

Microsoft
03.2022 - 08.2022

Participant Recruiting Coordinator SME

Google
09.2018 - 02.2022

Customer Service Representative

YouTube TV
04.2018 - 09.2018

Senior Technical Support Specialist

Nest
10.2015 - 03.2018

Certification In Documentary Film -

New York Film Academy

Completed Coursework Towards Associate In Arts (A.A.) - Digital Media Communications

Kutztown University of Pennsylvania

High School Diploma -

Palisades High School

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Tanis Wade