Customer Service Technical Support
Resume:
North Hollywood CA, ****5
********@*****.***
Reál Coe
Objective
Experience
To obtain a position where growth can be obtained.
UberEATS, Santa Monica, CA June 2016 - Present
Account Manager
Acted as the lead point-of-contact for all restaurants’ (clients’) technical and operational support needs.
Setup and maintained clients’ custom, external and internal Uber (Company) accounts.
Internal, cross-platform software accounts include Salesforce, ZenDesk, Desk.com, and Telescope software suites.
Visited clients to provide continual on-site training and technical support.
Advised clients on value-adding opportunities by tracking, monitoring, and reporting performance metrics on a periodic basis.
Proposed and directly aided in implementation of new customer service processes to improve Client satisfaction, including client surveys and account lead roles
Assisted in the first non-restaurant clientele, promotional UberEats events.
Placed cold-calls to prospective clients with a conversion rate of 73.2%.
Performed ad-hoc, excel-based projects and analysis regarding maximization of business for the Company.
Solid Commerce, Marina Del Rey, CA November 2015 - June 2016
Account Manager
Acted as the main point of contact for multiple high tier client accounts
Provided technical assistance and training both in-office and off-site at client offices
Analyzed clients’ needs and presented opportunities for growth in untapped e-markets
Managed and maintained client rapport leading to an average satisfaction rating of 90%
j2 Global Communications, Los Angeles, CA May 2009 – November 2015
Tier 2 Technical Support (Corporate Clients)
Provided support for highest level of corporate clients for eFax Corporate® product
Assisted high revenue clients with technical knowledge for their users and admin
Trouble shot technical issues with our products and software, website and mobile applications
Also supported several other products under the j2 name including eFax®, Phone People®, Onebox®, jConnect®, FuseMail®, eVoice®, and SugarSync®
Assisted with training new customer service agents on both technical and soft skills
Handled and escalated trouble tickets for Phone People® as the Lead
Improved on customer collections by complementing manual payments with customer support calls
Achieved a customer satisfaction average score of 93%
First American Home Warranty, Van Nuys, CA October 2006 – March 2009
Sales Support Representative
Assisted the highest revenue customers of our outside sales team with warranty issues of all ranges, including escalations
Made outbound calls to important clients regarding their services, including existing and escalated service orders
Dispatched technicians across the US for customers in various states, as well as technicians outside of our contracts, in order to provide service to high level issues
Assisted with the training of new agents on both the Sales Force and our in house product software for escalations
Achieved a customer satisfaction average score of 98%
Education
Skills
West LA College Los Angeles, CA
Attended for General Education
Graduated High School from Birmingham Senior High School in Van Nuys, CA in 2006
Software Competencies: Salesforce, ZenDesk, Desk.com, and Telescope. Proficient in Microsoft Office; Excel skill base: Intermediate
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