Andrew Hewat Email & Phone Number

Corona, Ca, Us

San Francisco, Ca, Us

Operations/Program Manager leading a team of Customer Experience Professionals with a customer pipeline of approximately 2500 solar installation projects in the Greater Riverside and Southern California solar market. Performance Managed a solar installation pipeline of 3MW+ monthly installs while regularly exceeding company install targets, including record month of 3.5MW Installed. Exceed FY22 targets by ~ 30% installing over 75MW in the greater Inland Empire market. Created proactive response procedures to drive heightened NPS scores to align with a simplified and exceptional customer experience. Improved CX and reduced Customer Escalations over a 6 month period, with double digit improvement YoY. Worked directly with Executive Leadership teams for Build Partner and External Fulfillment Partners - increasing allocated builds by over 25%. Built and maintained consistent internal communications channels to drive cross department success including enhanced communication and collaborative to create united and aligned efforts.

Denver, Colorado, Us

Columbus, Ohio, Us

Columbus, Ohio, Us

Minnetonka, Minnesota, Us

10-4 Systems is a technology company with deep roots in the transportation industry. We deliver intelligent supply chain visibility that harnesses the power of Big Data, securely aggregates shipment and location data, and is available on-premise, in the cloud, or via mobile app.Onboarding customer to our platform - sending and receiving setup files Provide weekly updates on onboarding progress during customer meetings Create re-caps and status updates as they relate to project plans and timelines Provide support to new and existing customer accounts byparticipating in calls, taking notes, denoting action items, and setting upfollow up tasks Collect customer information and data for onboarding purposes. Guide customers through the troubleshooting processes.Provide technical support through Email and Phone Maintain support tools, knowledge base, metrics and reportingLead strategic projects as needed for account realignment Work cross functionally with Integrations, Development, andProduct Managers to continuously improve the customer experience

Goleta, Ca, Us

Oversaw the cut-over of off line support to a newly founded Customer Operations group for escalated customer requests. Recruited and lead a team of 30 representatives to handle offline customer requests including NPS, Social Media Customer Care, ZenDesk Chat and Email. Additionally handling payment processing requests including manual refunds/charges, gift card management and UPS exceptions. Email and chat customer response time to manual requests was reduced by 40% overall. Managed 3 key areas of the eCommerce fraud ecosystem; transnational rule scoring, ruleset management, and charge back management. Monitored Ecommerce orders in value of 150mm plus to protect revenue while maintaining consistent metrics around Vendor Violations and Sales quotas.Worked directly with American Express, PayPal, and Chase to ensure payment processing portals were online ensuring the user checkout experience was not impacted.Monitored a team of up to 5 analysts who worked transactional fraud as well as chargeback dispute. Maintained a manual review rate of less than 10%, Chargebacks as $/Sales less than 1% and Chargeback Challenge Success Rate of greater than 25%. Reduced YoY Chargeback total by 15%. Used data analysis to find trends in orders, foretasted aging charge backs disputes and adjusted rules to prevent fraudulent orders. Automated reporting capabilities to create proactive alerts and monitoring of overall transnational volume. Worked closely with clients and business partners to ensure relationships were supported and contractual agreements were upheld. Maintained project plans for new features, upgrades and changes to existing vendor contracts.

Goleta, Ca, Us

Coached and managed 25-member teams to provide the highest level of customer service quality. I engaged with representatives to create trainings on positive and lasting brand impressions. Oversaw and helped develop on site customer service reinforcement training and QA feedback program.Implemented Learn and Earn, a specialized representative training program that used a tiered system that allowed for mastery of skill sets in a constructive manner.I lead two major projects Net Promoter Score and Social Media Customer Care, establishing SLA’s and workflow for 24 hour response time. As the Lead Project Coordinator I sat on the steering committee for the configuration and implementation of a new CRM system Zendesk.

Flagstaff, Arizona, Us

Worked with staff and golf course members to provide an exceptional experience. I monitored day to day operations for consistency in presentation. I provided an extreme level of attention to detail in all aspects of the job in order to provide award winning support for both members and team staff. Oversaw a team of up to 30 employees as seasonal business needs were determined.

Bachelor Of Science - Bs, Strategic Communications Advertising And Public Relations

Associate Of Arts - Aa, Business, Management, Marketing, And Related Support Services