Donnie Woolsey

• Academic—Tech writing program included proposals, image analysis, web design, HTML, CSS, document design, developer guides, and technical manuals in addition to the multitude of research essays and literary analyses.
• Reed Magazine—Copy editor for the 150th Anniversary issue.
• English Department Newsletter—Fact checking, compiled class listings, co-wrote an article for the issue.

• Assembled and maintained a stock of new hire and benefit packets.
• Filed payroll and personnel documents – Digital and physical.
• Front desk coverage as needed: answered phones, processed new hires, and assisted with walk-ins.
• Additional duties as needed.

• Answered phones for the Languages, English, and Social Sciences departments.
• Assisted students and guests with questions regarding the campus and instructors.
• Updated mailroom each semester and processed all incoming mail.
• Assisted department staff and chairs with other tasks as needed.

Technical Support

• Provided customer service and technical support.
• Consistently met and exceeded call quality standards in addition to call handle times.
• Mentored new employees.

Tech Lead

• Assisted the team supervisor with the management of a team of 30 people.
• Monitored and reviewed agents and made suggestions to supervisor on areas of opportunities.
• Handled escalated calls, often with irate customers.
• Wrote documents for new-hire training, as well as supplementary resources for agents on the floor.
• Trained employees on updated procedures and areas of opportunity.
• Trained new employees on an as needed basis.