William Kougasian

Designed and managed real-time scheduling for approximately 200 customer service agents across chat, phone, and escalation channels. Collaborated with operations leadership to develop and update the floor playbook, and enforced attendance policies.

Provided outstanding customer service via phone, email, and chat, resolving technical issues related to hosting and billing. Collaborated with other departments to provide comprehensive solutions and met performance targets.

Reviewed user-submitted cheating reports and submitted personal findings. Voted on whether action should be taken on reported players.

Managed the Highlander league, consisting of 11-12 admins and 600+ players. Reviewed findings and admin discussion to enact league changes.

Spearheaded one division with 100+ players and collaborated with other admins for league changes. Developed weekly match schedules and responded to player inquiries.

Provided excellent customer service, prepared food items, and operated kitchen equipment safely. Managed inventory and handled cash and credit card transactions accurately.

Provided leadership and ensured the safety and well-being of campers. Developed activities and provided emotional support, while communicating effectively with parents and collaborating with staff.

Trained crew members and ensured high standards of customer service and operational efficiency.

Performed quality assurance duties to ensure product quality and safety standards were met.

Earned an Advanced High School Diploma from Princess Anne High School in 2010.

Completed a Certificate of Completion in Software and Game Development from the Advanced Technology Center in 2010.