Corey Severns Email & Phone Number

Phoenix, Az, Us

- Operations, Product, and Project Manager, as well as Customer Success Lead for our main product, OrcaruAI. Operations Manager for other property WildVoice.co.- As Customer Success Lead, I currently handling all customer requests/reachouts on Orcaru and Wildvoice, managing multiple inboxes and CRMs. For Orcaru I also schedule and run demos for perspective clients.- As a Product and Project Manager; collaborating with the company co-founders, going over data and current market trends to design and build out our newest SaaS product. Overseeing developers and designers to make sure the building process for our vision is properly executed. Lead the creation and growth of our flagship products, OrcaruAI and the Orcaru Writers Network (OWN).- As Operations Manager I make sure the day to day activities run smoothly, managing the heads of teams to project managers and individual employees, making sure they are set up for success in their daily tasks, to interviewing, hiring, and training/onboarding new employees, making sure they are equally set up for success.- Gaining valuable experience organizing/optimizing company processes, and writing SOPs and operational documentation to make sure the teams and people I manage are able to do their job efficiently and effectively.

- Met weekly to brainstorm and give input on the structure and organization of PHX (Phoenix) Startup Week.- Updated and managed WordPress website phxstartupweek.com and ticket selling platform. Redesigned the entire site with input from the Marketing team, built the ticketing site from scratch. Took care of all things customer service in regards to ticket orders and issues.- Gained valuable experience in event hosting, being the glue person who fills in wherever needed to make sure the event runs as smoothly as possible. Assisted speakers with any other concerns or issues they may have had leading up to and during presentation, making sure each speaker was prepared for success and often taking over mic duties for Q&A successions.

Phoenix, Arizona, United States

- Upon hire, immediately improved Customer Service team efficiency, reduced customer touchpoints, and created an overall better customer experience by creating a standard macro/canned response system, implementing Salesforce changes/upgrades to optimize team workflow, and revamping/adding to outward facing customer information/faq’s.- Improved data analysis skills; Created reports in Domo and combined it with customer feedback from Salesforce and customer surveys, distilling data into understandable insights and collaborating with CS team members to create actionable reports on customer pain points, which where used by engineering and marketing teams to make product updates. End result examples include optimizing customer refund request intake form, and completing redoing purchase confirmation email to eliminate unnecessary customer reach outs and improve customer experience.- Gained valuable project management experience, leading projects that involved communicating and/or collaborating with multiple departments to meet deadlines and complete the project.- Managed the company’s outward facing customer review account through Trustpilot, setting up systems for collecting new reviews and turning around negative reviews, bringing us from 3.4 and under 100 reviews in 3 years to a 4.3 with over 900 reviews in just a year.- Was trusted with using my elite empathy and understanding of customers to handle and turn around all escalated customers, from simple customer email reach outs to outward facing Trustpilot and BBB complaints.

Phoenix, Arizona Area

- I diagnosed, troubleshot, and solved a wide range of technical issues, across the entire Square ecosystem and often involving multiple software and hardware combinations, to make sure every customer I spoke with received an 11 star experience and had their issue resolved as fast as possible.- I onboarded/taught customers of all technical skill levels the Square/Weebly platform, which honed my skills in empathetic listening and masterful teaching, making sure every customer had really knew the platform, and had plenty of support documentation and help articles to take with them, ensuring they would be set up for success..- I helped thousands of Restaurant and Retail sellers bring their business online and/or grow their online presence by; consulting to their wants and needs, exploring all of the tools/assets they currently have and the latest trends in their industry, explaining all the different solutions available in the Square ecosystem (not just E-Commerce), then combining all of those things to get them the most effective and efficient solution.

- A car concierge service founded by my brother, a former car salesman, and myself.- Performed market analysis using different methods and applications to determine marketing and brand strategies.- Studied SEO and every aspect of online marketing to maximize brand visibility and reach, built the website and handled all other marketing and promotional duties, including managing social channels and creating promotional content.

West Valley

- Troubleshoot, diagnose, fix, and maintenance ticket redemption machines, automated teller machines (ATM), automated check machines (ACM) and other Casino and Cage Department machinery.- Assist guests with all ATM and redemption terminal related issues.- Communicated and coordinated with outside departments and vendors for machine parts or extra troubleshooting assistance.

Rockford, Illinois, United States

- Answer service calls and solve any guest issues or disputes.- Performed all types of tech work from game upgrades and cpu swaps to basic part replacement and PMing.- Optimized office work flow and team functionality by redesigning and rearranging the entire office.- Asked to coach all new collectors on ways to most efficiently perform daily job functions. - Consistently engaged with Route Manager in discussions about ways to improve route operations and workflow practices.

Rockford, Illinois Area

- Usability tester for websites and mobile applications, testing functionality and overall design from a users perspective.

- Engaged in monthly communication with clients to discuss and plan their ad campaigns.- Collected content and assets from clients and provided them to the designers, often revising the ad several times to ensure the final ad met the client’s expectations.

Drop-ship company selling items we ourselves use and love

- Helped create a central database for easy access and retrieval of all warranty claims processing rules.- Helped Taylor continue to fix and update their newly created web-based enterprise software, Taylor Atlas.- Participated in weekly triage meetings with our overseas programming engineers to discuss Atlas updates, giving opinions and feedback about how to make the program operate more efficiently.- Investigated and logged program defects, provided feedback and opinions on how to correct, and then tested the fixes in staging and live environments.

- Helped fast company-wide switch from older Manufacturing Resource Planning software to newer Enterprise Resource Planning software.- Coordinated with Project Manager to build, organize and price different product categories in Experlogix CPQ (Configure, Price, Quote).- Corrected Bill Of Materials and Sales orders in Microsoft Dynamics AX, as well as tested for bugs in the program.- Verified and corrected warranty information through the old MRP system and online research.

Rockford, Illinois Area

- Breakfast delivery start-up focused on delivery only.- Planned to partner with a bar owner who was reopening a location and wouldn't be using their kitchen.

Rockford, Illinois Area

- Completely set up new locations; giving input on game room design, wiring the location, delivering and programming games, and coordinating with IGB officials for inspection.- Built brand loyalty and consumer rapport through prompt responses and masterful handling of any service calls or owner requests.- Handled around 100k in cash daily, swapping new, exact amounts with remaining funds at a specific location and then balancing all the money to a penny though numerous programs and spreadsheets.- Helped develop new and more efficient S.O.P.'s with and for fellow technicians.Gave input to business owners on how to better promote and increase customer flow, and help the route manager with acquiring new contracts.

Business Administration, Management And Operations

I was originally Majoring in Mass Communication with an interest in Video Editing but switched after two years.

Business Administration And Management

Activities and Societies: Member of Alpha Kappa Lambda Fraternity, NIU (Alpha Lambda) Chapter