Andy To Email & Phone Number

Sunnyvale, California, United States

• Posts customer payments by recording cash, checks, and credit card transactions.• Provided internal and external support with updated reports and current notes using company databases• Posts revenues by verifying and entering transactions form lock box and bank deposits.• Update Intaact and Excel with the payments received• Verify banking information • Maintained records for over 100 customers worldwide.• Follow up with and collecting on past due accounts via email and phone calls• Compiled financial reports in order to provide the best service to the customer

• Make certain that all support requests are well documented in the ticketing system from the creation of the ticket to the successful resolution.• Ensuring customer service is timely and accurate on a daily basis• 4+ years of using Google Suite in a professional setting (Docs, Calendar, Gmail, Drive, Hangout, and Chat)• Define key performance indicators and provide reporting of metrics to evaluate the effectiveness of the Operation Ticket team:o Efficiency- resolved tickets (daily, weekly, monthly, and yearly)o Ticket response timeo Customer satisfaction and retentiono Percentage of satisfactory vs. dissatisfactory o Customer churn rateo Re-Open tickets• Perform analysis of key performance indicators and workflows to determine improvement opportunities• Ensure and maintain SLA are met:o Review open tickets and ensure aging tickets are addressed and remain within SLAo Guarantee 95% accurate datao Any re-audit or adjustment request is a $85 dollars service chargeo Ticket response time based on tier level (Platinum, Gold, Silver, and Standard) o Reports are generated based on tier level (Platinum, Gold, Silver, and Standard)• Provide reports upon customer and managers request via import from ticketing platform• Hired, trained, and developed a domestic/international Operations team of 25 employees• Created team on boarding procedures to develop and retain employees• Partnered with COO on a project with Nike, Inc. and stores utilizing RetailNext solutions• Collaborated with Engineering teams to implement new generation audit console tool to automate business processes• Drove growth by increasing customer satisfaction and decreasing customer support tickets• Optimized customer support through the extensive use of the platforms such as Zendesk, RemedyForce, SalesForce, Netsuite, JIRA and Slack• Worked cross-functionally with Project Manager, Implementation Engineer, and Customer Support deploy RetailNext solution to more than 50 retailers

Bachelor Of Science (Bs), Business Administration

Associate Of Arts (Aa), Business Administration