Earnest Eugene Hansley Jr.

• Showroom Maintenance
• Furniture Assembly, Arrangement, and Delivery
• Odd jobs

• Talking to customers via phone, email, and online chat to resolve their questions/concerns
• Making calls to and receiving calls from customers to provide personalized, in-depth consultations to improve the performance of their Bing Ads account(s)
• Maintaining and updating customer information as necessary
• Calmly resolving and deescalating any issues
• Escalating calls to supervisors when necessary and appropriate
• Tracking call-related information for auditing and reporting purposes
• Providing feedback reports on call issues related to downtime and/or training issues
• Upselling to customers as necessary

• Providing leadership, management, and guidance to Call Center staff
• Being visible at all times to Call Center staff
• Ensuring high quality and accuracy of work from Call Center staff
• Answering escalated calls from customers
• Putting together daily performance reports for senior managers
• Collaborating with management to monitor the effectiveness of service policies/practices
• Troubleshooting any operational problems

Information Studies is a program that integrates a strong foundation in information technology as well as an understanding of human, organizational, policy and other issues. The coursework prepares students for careers in a wide array of environments and contexts related to the emerging knowledge economy, from e-commerce, leading IT teams, and information architecture,  to health informatics, social media management, and other areas. While the degree necessarily provides students with in-depth technical knowledge and skills, emphasis is given to understanding how people interact with information and technology and other complexities of the information society.