Renee Warner

Experience January 2019 – Present Moderator/Contractor, ModSquad Assist customers with ordering/technical issues and escalate to appropriate departments. Communicate with team about updates and staying motivated while working from home. Document details of each conversation and use the knowledge base or support chats to provide the customer with exceptional service. Use Zendesk for phone/email/chat/tickets to assist callers and stay familiar with new and reoccurring matters. Monitor/moderate forums and social media queues for multiple clients during graveyard and business hours. November 2018 – January 2019 Customer service advisor, Blackboard inc. Resolve end user inquiries by utilizing multiple technologies including telephone, chat and web-based inquiries. Provide delightful, efficient and accurate resolution for customer issues while communicating appropriate options in a timely and professional manner. Document information into web-based ticketing system. Search and navigate knowledge base to identify appropriate resolution for client issues. Escalate unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution. Participate in internal training programs to expand knowledge and support multiple clients. February 2018 – September 2018 Mobility sales specialist, Teleperformance Obtained client information by answering telephone calls; verifying information. Determined eligibility by comparing client information to requirement. Informed clients by explaining procedures; answering questions; providing information. Maintained and improved quality results by adhering to standards and guidelines; recommending improved procedures. Stayed up to date on product knowledge by studying new product descriptions/specs and participating in educational opportunities. Assisted customers with their accounts, making purchases, and/or transferring to appropriate departments. . September 2016 – May 2017 NPR Host/Board Operator intern, Tarleton Radio Station KXTR/KTRL Broadcasted scheduled commercials, local events, and local weather. Brainstormed public service announcements and marketing ideas. Maintained logs to monitor the system’s status and volunteered at local and campus events as a Tarleton Radio Representative. Monitored social media and assisted other DJ’s with ideas for their individual shows. MAY 2016 – FEBRUARY 2017 RECEPTIONIST, TARLETON STATE HOUSING Checked residents in and out of rooms. Answered phones, redirected calls to proper extensions, assisted residents, scheduled appointments, and followed up with maintenance requests. Monitored key and equipment distribution, filed confidential information, and secured the building at the end of the night. Education B.s. journalism & Broadcasting, Tarleton State University Started off with Event Planning and served as a volunteer for Legendary Weddings & Special Events. Became more interested in News and Radio Broadcasting, working behind the scenes of Texan News Live and anchoring several times. Authored and co-authored a few publications in the Texan News Newspaper. Volunteered as a Radio Host for the student radio station before becoming an intern with Web Services in the Department of Marketing and Communications, designing and maintaining the university’s website. Obtained another internship as a National Public Radio Host for the local news from Tarleton Radio Station, while simultaneously taking classes on Audio and Video Production. Studied abroad for one month in the summer of 2014 and took Spanish classes at the University of Costa Rica. Developed into a student leader and a voice on campus for activism, freedom of speech, diversity, and community for minorities. Received the 2017 Model the Way Leadership and Service Award in May. Gained 4 years of experience, despite choosing not to finish for financial and personal reasons but was only shy of 2 elective courses. Now focused on self-education and being a lifelong student open to new experiences, developing new skills, and spreading the same knowledge to others. leadership President, Minority Student Alliance Founded the organization Minority Student Alliance, emphasizing historical education and unity. An organization which started off as a silent peaceful protest for the unarmed victims of police brutality, then developed into the bridge between students of color and the majority, with hopes of creating community, understanding, sharing knowledge, and radiating peace. As President to the new organization, I created the flyers, led most events, maintained social media, and sustained relationships with allies, faculty members, administration, and other minority organizations. We became a bridge between students of color and the majority, with hopes of creating community, understanding, sharing knowledge, and radiating peace. Skills Excellent Team Player and Community Builder Social Media Management Public Speaking Event Planning Highly Observant Virtual Assistance Creative Thinking Interpersonal Communication Positive Reinforcement Organization/Multitasking Outward Facing Media Development Microsoft Office and Adobe Photography and Videography Problem Solving Writing/Editing Art Design Audio Recording and Production Empathy List of references Tiffani butler, Media Specialist for T.D.F.P.S. - Teresa Taylor, Project LEad- Janice Bagley, Project Manager- Marcy Tanter, Professor of English-