Open to opportunities

Katelyn Giordano

@katelyngiordano

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Academic counselor and tech support professional focused on retention, troubleshooting, and operational excellence.

United States

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What I'm looking for

I’m looking for a role where I can help clients or students succeed through clear communication, reliable troubleshooting, and process improvements—working with a supportive team and measurable daily goals while continuing to grow professionally.

I’m an Academic Counselor delivering guided academic planning, program selection, and degree completion strategies for remote students, while maintaining compliance with university policies and procedures.

I also bring hands-on customer-facing experience from Tier 1–3 technical support and sales operations, where I troubleshoot home automation and security systems, assist with upgrades and account moves, and keep resolutions accurately tracked in CRM and ticketing tools.

Across my roles, I’m known for clear, empathetic communication, high-volume performance, and process improvement—plus the ability to collaborate with admissions, financial aid, and faculty teams to create a seamless student experience.

Experience

Work history, roles, and key accomplishments

Current

Academic Counselor

Current

University of Phoenix

Jan 2026 - Present (4 months)

Guided students through academic planning and degree completion, advising on course scheduling and program requirements. Managed a high-volume caseload in CRM systems, identified at-risk students, and coordinated with admissions, financial aid, and faculty to support retention and academic compliance.

Academic Advising Student Retention CRM Data Management Program Planning Salesforce

Technical Support & Sales

Vivint

Aug 2024 - Jan 2026 (1 year 5 months)

Provided Tier 1–3 technical support and troubleshooting for home automation and security systems, handling customer upgrades and account moves. Used Salesforce and Genesys with CRM/ticketing workflows to track interactions and resolutions across phone, chat, email, and text while supporting sales operations and meeting daily KPIs.

Tier 1 Support Technical Troubleshooting Home Automation Security Support Salesforce Genesys Ticketing Systems Workflows Sales & Account Management Customer Service

Front Office Supervisor

Jw Marriott

May 2023 - Aug 2024 (1 year 3 months)

Oversee front office, valet, and back-office operations while training new hires and providing coaching and performance evaluations. Handled guest inquiries and complaints using conflict resolution, and completed high-volume data entry alongside calls and online chat support.

Conflict Resolution Data Entry Customer Support