Beth Cobb Email and Phone Number
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At Eltropy, my focus as a Technical Account Manager is to ensure exceptional customer experiences through strategic customer relations and software support. My recent tenure at UserTesting honed my skills in managing escalations and fostering customer-centric solutions across diverse teams and languages, reflecting a deep commitment to customer advocacy and satisfaction.Our team's ability to expand and adapt quickly, as evidenced by growing a team from 8 to 17 and introducing support for two new languages, showcases dedication to operational excellence and growth. As a recipient of the Stevies Front-Line Customer Service Professional of the Year, I bring to the table a proven track record of impactful leadership and a passion for delivering innovative support in the tech industry.
Eltropy
View- Website:
- eltropy.com
- Employees:
- 256
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EltropyCamarillo, Ca, Us
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Technical Account ManagerEltropy Jan 2024 - PresentSanta Clara, California, Us
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Customer Support ManagerUsertesting Jul 2021 - Apr 2023Los Gatos, California, Us- Led 2 teams starting with a total of 8 and grew the team to 17 within a year and a half- Managed customer support escalations by facilitating communication between customer, support engineers, and internal teams- Led initiative to prepare team and internal documentation to support 2 new languages- Led team meetings to deliver internal training, communicate business changes, and strategy- Acted as customer's voice internally; relayed their feedback and needs to internal teams- Worked with Support leadership to determine support strategy- Bi-weekly 1:1s with each direct report to support their growth and remove any roadblocks- Moved back to UK to manage the team I built a year and a half prior- Established performance goals for employees and provided feedback on methods for reaching those milestones.- Established team priorities, maintained schedules and monitored performance.- Managed and motivated employees to be productive and engaged in work.- Tools: Zendesk, Salesforce, Trello, Confluence, ADA, DeepL, Slack, Google Apps -
Customer Support Team LeadUsertesting Oct 2020 - Jul 2021Los Gatos, California, Us- AWARDS: Stevies Front-Line Customer Service Professional of the Year - Technology Industries- Refined and trained 9 new hires with a focused training plan that I created and curated myself- Monitored and presented internal metrics to leadership- Delivered training and documentation to answer customer inquiries- Built external-facing customer service bot to deliver appropriate knowledge-base articles and information.- Increased efficiency and team productivity by promoting operational best practices.- Responded to customer requests, offering excellent support and tailored recommendations to address needs.- Followed up with customers about resolved issues to maintain high standards of customer service.- Tools: Zendesk, Salesforce, Trello, Confluence, ADA, DeepL, Slack, Google Apps
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Sr. Support SpecialistUsertesting Jan 2018 - Oct 2020Los Gatos, California, Us- AWARDS: UT Support Person of the year 2019 - The most impactful person on the support team as voted by peers; “Pickle of the Month” CSAT contest 9 times within year- Moved internationally to build EMEA branch of UT Support- Created 3-month internal training program for new hires- Maintained 96% CSAT rating while supporting customers over live chat, email and phone- Answered average of 100 emails/day, while providing live chat and phone support- Passionate about learning and committed to continual improvement.- Proven ability to develop and implement creative solutions to complex problems.- Tools: Zendesk, Salesforce, Trello, Confluence, ADA, DeepL, Slack, Google Apps
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Customer Success ManagerMobileiron Oct 2016 - Aug 2017Mountain View, Ca, Us•Managed approximately 45 Global 2000 customer accounts, becoming a trusted advisor in their mobile deployment development.•Managed customer support escalations, facilitated communication between the customer, support engineers and internal teams.•Increased cross-sales by informing customers of new products, news and innovations from MobileIron.•Increased customer retention and adoption rates by conducting regular check-in calls to discuss support cases, projects, questions and satisfaction with software.•Collected customer feedback on product needs and articulating those back to Product Management and the business.•Understood my customers’ goals, needs and pain points; translated into actionable success.•Tools: SalesForce, Gainsight, Google Apps, Jira, MS Office, Slack, Evernote -
Customer Experience SpecialistSquaretrade Apr 2015 - Jun 2016Brisbane, California, Us• Winner of Customer Obsessed award.• Managed queues of 100+ daily customers while maintaining a Customer Satisfaction score of 95% or higher.• Used Salesforce to gather and maintain accurate customer information and file warranty claims, approving or denying each individually based on the information.• De-escalated customers by finding creative solutions for difficult situations. Multiple instances ofcustomers going from “Never again” to “Sign me up!”• Decreased claim costs by recommending repair resolutions rather than replacement. Internal scoring consistently outperformed averages.• Tracked and rerouted packages with Fedex to suit customer’s needs.Rework Team• Decreased company costs by troubleshooting technical issues. Internal scoring outperformed averages. • Troubleshot software and user issues on a variety of platforms with a focus on Mobile and Tablets.Service Response Team• Analyzed every step of a process to improve service, cut costs for customer and company, and shorten response and fulfillment time.• Participated in multiple pilots to improve processes; including call data, BER processes and inventory fulfillment.• Tools: SalesForce, MS Office, Google apps, Cisco phone systems -
BaristaStarbucks Nov 2014 - Apr 2015Seattle, Wa, Us•Created handcrafted espresso beverages, personalized to the customer’s taste. •Experience handling large crowds of frustrated customers, while promoting a clean and friendly atmosphere.•Maintained an accurate cash drawer. •Tools: Register, Espresso Machine -
ServerDenny'S Feb 2012 - Oct 2014Spartanburg, Sc, Us• Enthusiastically greeted and sat all customers, as well as handled all monetary transactions for exiting guests.• Take food and beverage orders, enter into POS, deliver food, additional necessities and bill.• Responsible for side work, including rolling silverware, stocking single use packaging, cleaning beverage and service areas, as well as tables and sugar/jelly caddies.• Tools: Cash Register, POS system -
ChocolatierSaratoga Chocolates Sep 2012 - Apr 2014• Prepared a variety of bonbons and chocolate products, including scaling ingredients, preparing molds, fillings, piping, capping molds, and packaging product.• Tools: Tempering Machine, Register
Beth Cobb Skills
Beth Cobb Education Details
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Butte CollegeBehavioral Sciences -
International Culinary CenterBaking And Pastry Arts/Baker/Pastry Chef
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Piedmont Hills HighHigh School
Frequently Asked Questions about Beth Cobb
What company does Beth Cobb work for?
Beth Cobb works for Eltropy
What is Beth Cobb's role at the current company?
Beth Cobb's current role is Technical Account Manager at Eltropy | Leading customer support and team growth.
What is Beth Cobb's email address?
Beth Cobb's email address is bc****@****ron.com
What is Beth Cobb's direct phone number?
Beth Cobb's direct phone number is +140843*****
What schools did Beth Cobb attend?
Beth Cobb attended Butte College, International Culinary Center, Piedmont Hills High.
What are some of Beth Cobb's interests?
Beth Cobb has interest in Project Management, Technology, Japanese Language And Culture, Management Training, New Technologies, Process Improvement, Knitting.
What skills is Beth Cobb known for?
Beth Cobb has skills like Customer Service, Troubleshooting, Salesforce.com, Customer Satisfaction, Customer Experience, Microsoft Office, Call Centers, People Skills, Technical Support, Customer Relations, Social Media, Sales.
Who are Beth Cobb's colleagues?
Beth Cobb's colleagues are Utkarsh Shankar, Karan Arora, Ritesh Bhapkar, Swapnonil Bandyopadhyay, Samit Dosi, Marcos Chiarelli, Ponnu Sharma.
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