Emily Schaffert

About Emily Schaffert

Commit yourself to lifelong learning. The most valuable asset you will ever have is your mind and what you put into it.\"-Brian TracyI am an outside of the box thinker, and I consider myself a lifelong learner who is passionate about positively impacting the lives of others to grow, whether it be educationally, emotionally, physically or professionally. If I can create a positive change in a someone\'s life, I feel fulfilled and valued. I thrive on developing these human connections and relationships.I value teamwork, collaboration, communication, and innovation. Nothing worth having comes easy, so hard work, perseverance, resiliency, and an open mind go a long way. Some of my passions include fitness, health and wellness, surfing, nature, animals, and furthering my education.Currently I work as a Tier IITechnical Support Specialist for Branching Minds where I help teachers and school troubleshoot and implement our platform.

Experience

1. Customer Support Team Lead

   Branching Minds

   Apr 2024 — Present

   Improve operational efficiency to identify gaps, recommend process improvement, optimize technology and tools, develop/change workflow process and support users to ensure that the process remains efficient and streamlined Serve as subject matter expert with a solid understanding of the product and enhancements in order to provide timely communication to the Tier I and II Support Specialists with supports of appropriate training and resources Manage Tier I and II Customer Support Specialists day-to-day functions Manage Tier I and II Customer Support Specialists in providing optimal support via all applicable platforms of customer contact, such as chat, email, phone, etc. Represent the Customer Support team and provide support and updates for large, strategic accountsincluding via chat and email Serve as the primary point of contact for internal Tier Support Team requests and external customer relations Lead the Tier Support Team meetings, develop, share best practices, promote consistent processes, and develop and report on KPIs Author, maintain and periodically review Customer Support systems, procedures, training and reference documentation Maintain Knowledge Base articles by gathering discrete knowledge Report ticket trends and foresee Tier 1 specialists growth opportunities

Education

• Fairleigh Dickinson University

  Master of Education - MEd, Elementary Education and Teaching

• Fairleigh Dickinson University

  Bachelor of Science - BS, Psychology