Corey Herkender Email & Phone Number

Work Remotely For New York Based Credly.Com

Planning & executing strategies to drive continued engagement of Credly customers.Implementing customer-facing product marketing strategies to drive use and adoption throughout client organizations.Monitoring customer engagement & collaborating internally and externally on programs.Responding to day-to-day support requests & managing account escalations as needed.Updating knowledge base and CRM on a regular basis.Evaluating data to drive product insights & own improvement of metrics around product engagement and satisfaction.Being the voice of the user internally to advocate for customer needs around Credly product development.Working with sales & marketing teams to identify upsell opportunities with current customers and assisting with new outbound efforts.

Remote

Working remotely full-time for San Francisco-based Threefoldsphotos, Inc.Provides excellent customer service, troubleshooting, leadership, and visioning skills that inspire and guide others.Responds to more complex inquiries and customer service issues, regarding the application of policies and procedures beyond established parameters.Maintains consistent client communication, including setting proper expectations of timelines.High-level technical and billing support for both Free and Premium customers.Dispute, report and manage all credit card chargebacks and retrieval request.Created and maintains Support FAQs and publishes Support “How To” videos.Maintains technical support database and provide information about repetitive technical inquiries to improve the customer support process.Works closely with engineers on bug reports, QA, as well as daily site, Mobile App, and Software checks.Maintains social media channels and offers additional support where needed.Jr. Image Content EditorPhone support/Voice mail

Marin, Ca

Remotely based contract employee tasked to build and manage all Customer Support tools and needs during company transition period.Sourced and implemented Customer Support Management tools.Designed, built and managed Support FAQs and other related support articles. Managed user transitions from Webshots.com to Smile, Inc. to finally Threefoldphoto, Inc. Worked closely with the Engineering staff to build the necessary tools needed for development and customer related needs. Managed user feedback and anticipated customer needs.

Mountain View, Ca

Identified and escalated legal and technical issues to appropriate team membersWorked with the FBI and Local Law Enforcement on investigations requiring chat logs and ISP information.Deepened the relationship with the Meebo community through ongoing user conversations.Implemented new support technologies that allowed Meebo to build a stronger feedback loop with its community.Gathered user feedback and converted feedback into actionable product suggestions.Sourced and implemented Customer Support Management tools.Responded to a substantial amount of email, IMs, blog, and forum inquiries daily. Troubleshot technical issues and diffused user issues as needed.

San Francisco Bay Area

-Provided direction and mentored Customer Service staff.-Triaged Customer Support requests: Priority, Print, Copyright, Lost password, Order Support, Catch--all, and General customer support emails.-Phone Support/Voicemail -Maintained support forums-Wrote new Quick Keys for customer service and kept company database up to date.-Created and updated Webshots’ social media platform.-Scanned social media for Webshots support questions.

Photo Approval (High risk & Guestbook)Password & Priority customer support emails, phone support, and flagged ordersTopic approval

Office AdministratorGeneral office administration including scheduling, answering phones, filing, faxing, copying, invoicing, distribution of mail, weekly bank deposits and initiate and maintain relationships with outside vendors.Customer service including sale of inventory, handling of all monies, cash, credit cards and checksCleaning and pricing of all new sales inventory

Office Administrator and Payroll ClerkGeneral office management including; ordering of office and kitchen supplies, screening phone calls and routing appropriately, distribution of mail and initiate and maintain relationships with outside vendors.Coordinate and monitor third party payroll service; processed payroll semi-monthly.Managed move to new office location.Assist executives with their travel arrangements and calendars when necessary.Coordinated and planned company events including; sailing trip, Christmas party, bowling outings, company picnics and much more.Coordinate executive, employee and interviewee luncheons.Back-up to receptionist