AUSTIN GRANZOW

Employment

• Freelance Web DeveloperMarch 2012 – Present

  Self-Employed

  I work with organizations to maintain and update the framework of their social media and overall web presence.

• Temporary Quality ControlOctober 2011 – January 2012

  Stream Global Services

  Coached agents on a one-on-one basis to help improve their skills and customer satisfaction. Listened to agent's calls and evaluated them to ensure they were meeting company standards. Tracked and reported the results of internal coaching scores to supervisors and quality analysts. Served as a source of quality information and data for supervisors and employees within team. Took part in regular "calibration" meetings with supervisors and Nike executives to ensure all departments on the same page and were meeting the overall goals/needs of the client.

• Customer Service Professional - NikeJanuary 2011 – October 2011

  Stream Global Services

  Provided responsive, courteous and professional telephone support to consumers with issues. Addressed a wide variety of call types and issues Informed customers of their available options and assisted filing the forms necessary to take advantage of such services Multi-tasked to solve problems, educate on policy, and document interactions simultaneously. Educated consumers throughly on procedures to ensure understanding after one interaction. De-escalated upset and dissatisfied consumers.

• AmeriCorps VISTANovember 2008 – November 2010

  Sioux City Human Rights Commission

  Extensive event planning both as a leader and collaborator for twenty-three events. Most notably, creation of a new annual event, Juneteenth Celebration. Now in its 2nd year this African-American cultural festival attracted upwards of 400 people each time. Performed technical tasks including website management, development of Facebook page (from 150 to 599 fans), production of a YouTube video series, increased web presence, and general tech support to staff. Created a variety of outreach materials including flyers for most events, four brochures, a newsletter, an annual report, and the organization’s current logo. Performed daily administrative duties working one-on-one with clients

• Summer Associate June 2008 – August 2008

  Sioux City Human Rights Commission

  Capacity building assignments including events planning, investigations, administrative duties and development of outreach materials

• Full-Time Summer PositionJune 2007 – August 2007

  Sanford Center

  I interacted extensively with children six to twelve in a community-based summer program. Assisted the primary staff in leading activities and engaged children in recreational activities in a one-on-one setting. Communicated well with students from diverse backgrounds and circumstances. I began working at this position as a part of a two-week long internship. I elected to stay on and work full-time for the entirety of the program.

Education

• Double Major: Psychology & Philosophy2004-2008

  Morrningside College

  Graduated Cum Laude.