Microsoft Office Customer Service

EXPERIENCE

Upgrade, Inc. San Francisco, CA

Customer Service Representative 2017 - Present

• Provided excellent customer service to 60-80 inbound customer inquiries daily via phone and email, resulting in constant 1st place rank on team leaderboard, measured using multiple metrics captured in Zendesk

• Educated and advised applicants to better understand their personal finances, the Upgrade loan process, requirements and supporting financial documents to continue progress through the sales funnel

• Resolved issues and troubleshot the application process, payment information, eligibility, policy information for customer issues, which decreased customer processing time and increased customer Net Promoter satisfaction by 20%

• Represented the customer’s voice by interfacing and collaborating with other internal teams when appropriate; collaborated with our product, technology, and leadership teams to share the customer’s feedback

• Designed, edited and arranged content for the Upgrade website, Help Center and customer facing materials, e.g. Help Center articles, email templates, agent script, multiple online video walkthroughs

• Ensured the best compliance practices for our customers to stay within US law and compliance while conducting business due to heavy regulation and monitoring

PRACTI Technologies LTD London, UK

Business Development Representative 2016 - 2017

• Led inbound and outbound sales within Greater London area and managed the full sales cycle; from new customer acquisition to close

• Developed customer experience strategies and define the customer journey and road-map. Identified processes and best practices that help support and establish an optimal customer experience

• Implemented new lead follow-up processes. Leading to an increase in productivity and new business sales by 15% in the first 30 days

• Analyzed business and market trends to identify opportunities for growth and expansion; utilized findings to accurately forecast product needs

• Collaborated with marketing and PR to increase inbound leads generation by 20%

• Provided C-Level consultation on SaaS to produce pipeline and mid to long sales growth. Managed a book of business of over 400 accounts

Apple Inc. San Francisco, CA

Business Specialist 2013 - 2016

• Managed a book of business worth $4M+ annual spend and exceeded individual sales quota of $50k+ per week in new business sales

• Managed relationships with mid to enterprise level customers to drive 25% increase in sales on the highest volume team within the company

• Conducted customer briefings in partnership with Solution Engineering team to evaluate needs and advise customers on effective methods that integrated our technology for maximum results

• Successfully coordinated international procurement for multiple customers; collaborated with internal teams and external partners to ensure relevant and timely solutions

EDUCATION

Kingston University London, UK

B.A. in Music Technology, 1st Class with Honors 2009-2012 OTHER SKILLS AND QUALIFICATIONS

• General National Vocational Qualification (GNVQ): Information Communication Technology

• Zendesk, Talkdesk, Jira, Confluence, Pipedrive, Mac OS, iOS, Microsoft Office, Cisco Meraki, Google Calendar, Google Docs, Gmail, Yesware, Intercom, WooCommerce, Email Servers, VM Software, Logic Pro, Protools, Apple Engage CRM Sean Hensel-Coe

EDUCATION

Kingston University London, UK

BA in Music Technology, 1st Class with Honors 2009 - 2012 OTHER SKILLS AND QUALIFICATIONS

• General National Vocational Qualification (GNVQ): Information Communication Technology

• Zendesk, Talkdesk, Jira, Confluence, Pipedrive, Mac OS, iOS, Microsoft Office, Cisco Meraki, Google Extensions, Yesware, Intercom, WooCommerce, VM Software, Final Cut Pro, Logic Pro, Apple Engage CRM US Citizen Brooklyn, NY 11216 /in/seanhenselcoe

**********@*****.*** 510-***-****

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