Cody Byars Email & Phone Number

Florida, United States

Over the last 2.5 years, I have been freelancing and working remotely from home. It's been an enjoyable and sometimes challenging experience. I’ve found that quite often when a company is looking specifically for a freelancer, they are looking for someone to step in and accomplish a specific goal/target or to fill in a short-term gap. Due to this, I have worked with multiple companies throughout this journey. I’ve learned a ton and had the opportunity to help some amazing people and organizations. Due to this, I have compiled this experience into a list showing the different positions I’ve filled, companies worked for and a brief peak at some of the responsibilities these positions have entailed. Positions:o Interviewer o Customer Service Managero Customer Service Agento Sales Representativeo WordPress Publisher/Coupon WriterCompanies:o Benzingao Skipo NextProo SixEleven Global Telecommunicationso Ripple Safetyo Roper Lawn Careo 420 CouponsResponsibilities: o Inbound – Customer Service, Technical Support, and Sales calls. o Outbound – Sales and Customer Service, Technical Support calls. o Email Support – Zendesk, Gorgias, Gmail.o Rebuilding customer service infostructure including policy, procedure, email templates, scripting, and more. o Final Interview and Hiring decision. (Remote via Zoom and Skype)o Upselling.o Scheduling services. o Retaining customers. o Dept collections. o Content management.

Las Vegas/Philippines

I ran operations for 3rd party clients ranging from retention customer service (phone, email, chat), quality assurance, eBay/Amazon, virtual assisting (social media/email/calendar). This was a large job with many duties I can only scratch the surface of here. For the above I was in charge of recruitment, interviewing, training, staffing structure for all; from entry-level to top-tier management. I built, implemented, and maintained all infostructure. Such as management hierarchy/team structure, policy & procedural docs, scripting, product info, reference docs, training syllabus/material, QA guidelines/forms, all reporting such as CS retention KPIs (30 min, hourly, daily, weekly, and monthly). QA, chargeback, customer complaints (All real-time, daily, weekly). I managed client and contact center relations. Also, all systems such as PBX, Chat (internal, client-side), CRMs, Email, VPN, Dropbox, G Suite, and more. Ran daily meetings, coaching sessions, disciplinary hearings, etc.

Las Vegas, Nevada, United States

Vape Happy is an online Vape products retailer. I was in charge of their entire customer service department. I was their first employee which meant I not only worked with little direction but built out their entire customer service infostructure to facilitate their expected growth. This meant while handling all their customer interaction via phone, email, FB, Instagram, and text messages I also built their SOPs, policy and procedure documents, training material and helped streamline some of their customer service practices. I was also put in charge of making product showcase videos for their youtube channel and helped with back office in the warehouse before the customer service department opened each day. Half of each day the owner would close the warehouse location and I would continue to manage their customer service from home.

Las Vegas, Nevada, United States

Started as a Customer Service/Sales agent half of which was home-based. Promoted to Training Manager in 6 months. 6 months after promoted to Customer Service Director responsible for the customer service department. I facilitated a 600% growth in the dept. from 8 agents to over 160 employees a crossed 4 centers that I managed in person and remotely all in just 8 months. Reduced CS (customer service) chargebacks from 20% to 8%. Increased customer retention from 3% to 18% on average. Reduced CS refunds from 20% to 9%. Decreased BBB and AG complaints to manageable levels. Created and implemented every policy, procedure, reference doc, and all training material. Eliminated downtime for our customers and internal communications. Personally, selected and trained 160+ employees, management staff included. Ran training classes as large as 30 agents and ran simultaneous classes at different locations with the same agent retention rate and success as a class of just 8 agents.

Salt Lake City, Utah, United States

This was a two-man team. My partner obtained our leads. We called prospects to sell them education packages to learn to invest and trade foreign currency in the Forex Market. I would sell my partner's education packages and he would sell mine providing us both with students to then take under our wing.We built and maintained a comprehensive training course that consisted of online material, videos, Webinars as well as one on one coaching sessions. We would guide our students through the training course, and provide homework and performance targets while identifying strong and weak areas to tailor our training to each individual.We made all our personal trades available in real-time for our students to either observe or mimic.This was done through our website, Go To Meeting, various online resources, and FXCM’s trading platform Trade Station.This was an incredible learning experience for our students and us as coaches.

Las Vegas, Nevada, United States

Customer Service Representative for an online and catalog-driven mail-order home decor and kitchenware store. Responsibilities: Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with management and other departments both through chat and by phone. Acknowledging and resolving customer complaints. Knowing the products inside and out. Processing orders, returns, refunds, and discounts. Keeping records of customer interactions, comments, and complaints as well as all actions taken by me. Ensuring customer satisfaction. KPI’s: Customer Feedback Surveys, Quality Assurance scores, Knowledge base quizzes, and CRM accuracy. This was a seasonal role with the opportunity to go full-time depending upon performance. I was offered a full-time role with a promotion to another department when my seasonal contract ended but chose to pursue an entrepreneurial venture.

Salt Lake City, Utah, United States

I held 3 positions while working here. 1. Setter - Entry Level Telemarketer Responsible for Lead management as well as DPL (Dollar Per Lead generated), first contact with prospects via telephone, taking the prospect through the sales process following the 80/20 scripting method, gathering information to be leveraged by my closer to obtain the sale, gain the prospect's commitment to investing through goal setting/takeaways, manage appointments for myself as well as the ones I set up for my closer. Accomplishments: Recognized as the highest producer in 2007. Consistently clocked 200 dials and 6 hours of talk time daily (not easy). 2. New hire Trainier. Performed this role while continuing to maintain my excellent performance as a setter. 3. Closer/Team Lead Managed team leads, DPL by team and agent, training, management of 10 setters, closing the deals for my team, follow up to make sure deals stuck. Accomplishments: Maintained the highest team agent retention rate. Top team DPL 2008.

Salt Lake City, Utah, United States

Doppelmayr Ctec, is one of the largest Ski Lift manufacturers worldwide. I was a welder/fabricator in the chair department. Responsibilities: Meet or exceed production quotas. Pass all testing of welds, X-ray, Ultrasound, and stress testing. Maintain all OSHA, forklift, crane, and welding certifications.