Beth Cobb Email & Phone Number

Camarillo, CA, US

Santa Clara, California, US

Los 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.

Los 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.

Los 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.

Mountain 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.

Brisbane, 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

Seattle, 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

Spartanburg, 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

• Prepared a variety of bonbons and chocolate products, including scaling ingredients, preparing molds, fillings, piping, capping molds, and packaging product.
• Tools: Tempering Machine, Register

Associate’S Degree, Behavioral Sciences

Grand Diploma In Pastry Arts, Baking And Pastry Arts/Baker/Pastry Chef

High School