Portfolio
Most of these samples come from my current job at Blackboard Student Services. They have been altered to remove any proprietary information.Quick Reference
This one-page guide was designed to provide a quick reminder of a client's policies and support scope for Customer Service Representatives who support multiple clients.
Online Reference
IT Support
The first two articles were intended to guide application support specialists providing phone and chat support to Mac users. Most of our support is to Windows users. This article was designed to provide a map of the typical Mac desktop for an application support specialist who had limited experience with a Mac.
This article explains how to uninstall a program from a Mac.
The final article explains how to import a spreadsheet into a Google Sheet.
Student Services Support
"What is the status of my financial aid?" was created to guide customer support agents troubleshoot financial aid issues in an efficient, organized fashion.
What is the status of my financial aid?
This article explains how to retrieve an individual tax transcript from the IRS website. It is designed to be used either by a customer service representative talking a caller through the process or a customer guiding themselves through the process.
This article provides information about course registration deadlines to students and other interested parties.
Training
This training presentation explain to customer service representative trainees how to effectively search the knowledge base using keywords.
