Bryan Mosley Email & Phone Number

San Francisco, California, United States

• Provide exceptional customer support for new and experienced Figma users via email, ensuring timely and accurate resolution of inquiries.• Develop expertise in Figma's products to diagnose and solve sophisticated questions regarding billing, account management, and file management.• Make suggestions for detailed support content to enhance customer experience and escalate unresolved issues to internal teams for resolution.

Provided technical assistance to customers through phone, email and chat support. Troubleshot customer inquiries related to software and hardware issues. Resolved escalated customer service issues in a timely manner. Developed customer segmentation strategies for CRM to maximize marketing efforts. Analyzed customer data and identified trends to inform the design of the CRM platform. Monitored KPIs and provided feedback on performance of CRM campaigns. Conducted user testing with customers to assess usability of the CRM interface. Configured custom fields and developed workflows to ensure accuracy of data capture. Provided exemplary level of service to customers to extend relationships for future business opportunities. Established and maintained CRM databases, ensuring data accuracy and compliance. Reviewed completed work to verify consistency, quality, and conformance.

Achieved high levels of customer retention with proactive communication and followups. Worked along side Engineering to ensure the best possible outcomes with the Applicant Tracking system. Worked with API to achieve success in problem solving anyEnhanced system performance by identifying and resolving technical issues in a timely manner. Optimized integration processes for increased efficiency and reduced downtime during major projects. Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing systems. Developed and implemented comprehensive test plans to validate system functionality and interoperability. Enhanced CRM system efficiency by streamlining data entry processes and improving overall data quality. Implemented CRM best practices to enhance user adoption, driving increased productivity and better utilization of resources. Handled incoming high and critical tickets from CEO's, Recruiters, and IT analyst for different companies that used the CRM Software.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions. Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Increased sales by educating prospects on benefits of products and services in comparison to competitors. Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment. Enhanced customer satisfaction by resolving complex software issues in a timely manner. Streamlined support processes for improved efficiency and customer experience.

Optimized system and platform performance capabilities in most efficient, practical way possible. Directed implementation of new business intelligence tools, selecting appropriate solutions and aiding in corresponding onboarding processes. Conducted data modeling, performance and integration testing. Produced detailed and relevant reports for use in making business decisions. Gathered, documented and modeled data to assess business trends. Verified and submitted timekeeping information for accurate and efficient payroll processing. Enhanced customer satisfaction by resolving technical issues and providing timely solutions.

Tracked customer shipment requirements to improve customer satisfaction while increasing service efficiencies. Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings. Investigated and resolved customer complaints to foster satisfaction. Created, modified, and executed business plans to maximize client satisfaction. Improved quality processes for increased efficiency and effectiveness. Maintained regular contact with clients and identified opportunities to deliver added value to client relationships. Maintained and adhered to daily, weekly, and monthly goals set for the team

Processed over 40 support requests daily for technical assistance on wide range of issues related to communications and billing software. Assisted customers with product selection based on stated needs, proposed use and budget. Engaged end users and answered questions via email, phone, website live chat and in forums. Increased sales by educating prospects on benefits of products and services in comparison to competitors. Conducted in-depth product and issue resolution research to address customer concerns. Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.

Regularly exceeded daily sales and product add-on quotas. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers in fast-paced environment. Communicated with vendors regarding back order availability, future inventory and special orders. Cultivated customer loyalty, promoted repeat customers and improved sales. Answered constant flow of customer calls with up to 25 calls in queue per minute. Educated customers on promotions to enhance sales.

Assisted customers with product selection based on stated needs, proposed use and budget. Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions. Engaged end users and answered questions via email, phone, website live chat and in forums. Broke down and evaluated user problems using test scripts, personal expertise and probing questions. Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution. Documented all transactions and support interactions in system for future reference and addition to knowledge base. Increased sales by educating prospects on benefits of products and services in comparison to competitors.