Anthony Roberts Email & Phone Number

• Provide exceptional support to users of our Reviews and Loyalty platforms via email and live chat
• Troubleshoot technical issues and guide users through onboarding
• Assist customers in setting up and optimizing their reviews and loyalty programs
• Educate users on platform features and best practices to enhance engagement and drive customer retention
• Ensure customers understand how to leverage the platform for maximum impact

• Provided support to end users via Zendesk
• Investigated, triaged, prioritized, reproduced, and communicated the status of product issues
• Handled product operation requests from customers and Customer Success Managers
• Contributed to internal and external documentation (Help Center resources)
• Prioritized and advocated for high-impact product improvements
• Championed projects managing Resolution Bots (Automation) within Zendesk

• I was responsible for managing inventory concerns, carrier disputes, billing concerns, and other special projects
• As a middle person between merchants and their warehouses, I leveraged my excellent communication skills to resolve concerns and maintain positive relationships

Ottawa, Ontario, Canada

• Supported merchants using the Oberlo dropshipping app within the Shopify e-commerce platform (Product sourcing)
• Provided technical assistance and social media marketing recommendations
• Offered merchants website suggestions to improve brand image and increase sales
• Acted as project champion for automations (resolution bots) and maintained a 40% resolution rate, significantly reducing support debt
• Maintained an above-average customer experience survey/rating of 92% throughout the year
• Assisted the Shopify Guru team as their escalated support network

Ottawa, Ontario, Canada

• Supported e-commerce website merchants by telephone, email and chat
• Handled many types of questions, including those related to sales, online marketing, billing, technical issues, third party apps, and website design
• Leveraged knowledge of point of sale and social media integration
• Maintained a 90% satisfaction rate

• Managed the sales process for new prospects and returning customers for three major trade shows in Ottawa
• Made initial customer contact by phone, email and in-person, including prospecting at sister shows in Ottawa, Toronto and Montreal
• Formulated business proposals according to customers’ specific needs
• Developed and maintained successful relationships with all customers by providing support, guidance and recommendations for profit and service improvements
• Worked on site to ensure the smooth operation of each event, with particular attention to client satisfaction
• Recorded sales information and maintained detailed customer records

• Built customer loyalty by providing recommendations and alternatives for both inbound and contacted customers
• Up-sold products and services to increase feature penetration and improve revenue
• Provided timely follow-up to customer issues
• Troubleshot technical service issues, determined root causes of problems and ascertained appropriate resolutions
• Maintained above average customer satisfaction with a low call-back percentage
• Offered consistent quality of service and a genuine approach to clients

• Delivered 90-minute sales presentations for an exclusive vacation club (time share)
• Made 1,300+ presentations, each expected to generate up to $35,000, and maintained a closing rate of 13%
• Reviewed sales contracts, including terms, conditions, rights and restrictions
• Was among a small group that significantly overachieved the year end quota in 2010