BYU
Broadcasting
My Role
At BYUB, I was responsible for managing and updating schedules, efficiently handling changes, and training new employees to ensure they felt welcomed and supported. I interacted with over eight customers daily through email and phone, resolving issues, addressing conflicts, and answering questions with a cheerful and positive attitude. Additionally, I maintained and organized more than 30 Excel spreadsheets each month, ensuring the accuracy and accessibility of vital viewer information. This role allowed me to develop strong organizational skills, deliver excellent customer service, and contribute to a positive and productive workplace environment.
What did I do?
1
Scheduling and Training
In this role, I was responsible for managing and updating schedules to ensure smooth day-to-day operations. This included efficiently handling last-minute changes and conflicts, requiring flexibility and quick problem-solving. I also led the training and onboarding of new employees in my department, focusing on creating a welcoming and inclusive environment where they felt valued and supported. I provided hands-on guidance, answered questions, and shared best practices to help them acclimate to their roles. By fostering a positive and collaborative atmosphere, I helped new team members feel confident and integrated into the organization.
2
Customer Support
I interacted with 8+ customers daily via email and phone, offering personalized assistance to resolve a variety of issues and conflicts. Whether addressing technical challenges, clarifying policies, or finding creative solutions to problems, I maintained a cheerful and professional demeanor. This required excellent communication and active listening skills to ensure customers felt heard and valued. My focus on positive interactions not only resolved immediate concerns but also strengthened relationships and built trust with our audience, contributing to the overall reputation of our team.
3
Data Organization
Each month, I managed over 30 Excel spreadsheets containing critical viewer information. This involved ensuring the data was accurate, up-to-date, and well-organized for easy access and analysis. I streamlined processes for data entry and retrieval, improving efficiency and minimizing errors. My attention to detail and proficiency in Excel allowed me to maintain a reliable database that supported both day-to-day operations and long-term planning. This work reinforced my ability to manage complex datasets and contribute to informed decision-making within the organization.
When did I do it?
September 2021-Present
What I've learned
This role provided me with invaluable insights into customer experience and allowed me to deepen my understanding of the customer journey. I had numerous opportunities to collaborate with team members, which strengthened my teamwork and communication skills. During a period of frequent leadership changes, I proactively took on additional responsibilities to ensure that tasks were completed efficiently and effectively. This initiative led to increased trust from my supervisors, resulting in my promotion to higher positions within the team. In these new roles, I gained valuable experience in creating schedules, managing workflows, and playing a key part in the hiring process, all of which contributed to my personal and professional growth.
Experience Design Principles Used
Data Synthesis
I tracked daily customer interactions, including calls and emails, and presented the data in clear, digestible graphs for my superiors. I also organized customer data in spreadsheets, making it accessible for other departments to use in further analysis and decision-making. This experience enhanced my ability to synthesize complex data and support cross-departmental collaboration.
Empathy Data
Through direct interactions with customers, I identified key pain points and gathered valuable empathy data, which I regularly shared with my superiors to inform improvements. I also proactively used our systems to identify potential issues and challenges, helping the team address concerns before they escalated. This approach enabled us to continuously enhance the customer experience by staying attuned to their needs and feedback.
Leveraging Strengths
During the interview process, I focused on identifying candidates whose strengths aligned with the needs of the role and would complement the strengths of our existing team. I encouraged team members to contribute their unique perspectives on scheduling and projects, allowing them to leverage their individual strengths. This not only helped enhance team performance but also created opportunities for personal growth and development.