Austyn Watson Email & Phone Number

United States

•Analyzing market sentiment for worldwide crypto usage.•Basic knowledge of blockchain and encryption of completed transactions.•Advanced knowledge on what moves current crypto markets and how volume effects demand of currencies exchanged on the blockchain.•Day trading futures contracts and understanding risk management and position sizing for capital preservation.

• Utilizing retention strategies to determine the best needs for the customer.• Gather and assess information to upsell and cross sell additional productsthat would suit the customer's profile.• Demonstrate adaptability to pivot tolast minute loyalty promotions toretain consumer business• Process cancellation of service and send out RMA kits and local courier instructions for equipment returns.• Recognized in the top 30% of retention agents in 2022.

•Troubleshooting and investigating complex shareholder inquiries.•Taking initiative to run additional client reports and compiling data for future quarterly meetings.•Effectively listening to peers and providing fundamental feedback for agent and company growth.•Calibrate call interactions with leadership to ensure consistency among the multitude of departments within the organization.•Regularly follow-up with customer inquiries to ensure a complete and seamless experience•Evaluate inbound and outbound interactions to confirm agents are following proper company protocol.•Collaborate with Training and Development to prepare newly hired resolution specialists with the most up to date processes and expectations after classroom training period.

•Engaging withthe customer via multiple channels (chat, email, phone).• Handle customer escalations and provide sensible and positive solutions.• Manage customer accounts via CRM and document interaction notes for accuracy.•Utilizing tools such as Salesforce to update customer information and establish lead data for all current campaigns.• Recognized for consistent, successful customer resolutions and promoted to level 3 of the department within 1 year.