Eddy Smith Email & Phone Number

Portland, Or, Us

Hillsboro, Oregon, Us

Hillsboro, Oregon, Us

GearUp specializes in youth sports uniforms and durable work wear for companies who need a combination of function and style.

Portland, Us

Palo Alto, California, Us

Customer Experience LeadDecember 2017 - December 2019• Managed employee time sheets• Liaison between CX department and Trust and Safety/Compliance departments• Managed ticket queues and reported SLA statuses• Improving processes focused on agent efficiency and user experience• Point of escalation for high-risk issues• Implementing new policies with a focus on quality assurance• Providing customer support for payment verification, refunds and balance transfers• Training agents and creation of training decksCustomer Experience Agent, Tier 2March 2017 - December 2017• Managed T1, T2 & Social Media queues to prevent SLA breaches• Maintained an average of 98% QA• Mentored agents on performance plans• Trained new hires • Created training decks• Improved processes and updated customer facing messaging Customer Experience Agent, Tier 1October 2016 - March 2017• Responded to a variety of inquiries by email involving shipping issues, technical issues, item returns, refunds, releasing funds, account issues and payment errors• Assisted with implementation of ZenDesk• Provided guidance for problems and questions• Provided user feedback to Product Team

Santa Rosa, Ca, Us

PBHS creates websites and applications for dental specialists from around the country. As a Support Technician, I supported clients for 6 proprietary services (TruForm, Launch Survey, Secure Email, iConsult, Collaborator, PBHS Wordpress editor) as well as troubleshooting web hosting and email issues. It was my responsibility to make complicated issues accessible to dental office employees having little to no experience with current web technology while solving their issues.Responsibilities:• Answered support calls and emails with 98% CSAT • Solved 20+ phone support tickets per day• Client relations: account set-up, ticket escalation, training on PBHS services including web edits, and add-on services• Conducted live client product demonstrations• Troubleshooting for all of PBHS’ services• Documented interactions through client relation management software (Sugar)• Wrote support articles for PBHS services, shared email responses, and training materials for hiring guide• Trained new support technicians• Added scripts and codes to Wordpress sites• Updated form programming with Adobe Acrobat Pro

I was hired based on my previous barista experience, customer service skills and trustworthiness. Responsibilities: • Welcomed customers and fulfilled their orders • Educated customers about specialized coffee products • Prepared and sold coffee drinks • Restocked inventory • Maintained safe and healthy work environment by following organization standards and sanitation regulations

I was tapped for the position of Operations Manager of the Cathedral of Christ the Light Event Center because of my background in client relations and my communication skills. In addition, this position required attention to detail, organization, sales and marketing.Responsibilities:• Managed client relations including venue walk-throughs, scheduling, and payment collection• Coordinated events including staffing, catering, and third party rentals• Managed needs of clients during scheduled events• Worked closely with Sales Manager on marketing, promotion, and advertisement of Event Center• Generated sales reports• Managed communications with clients, vendors, and building services departments• Day-to-day administrative responsibilities including management of client files

Bachelor'S Degree, Motion Graphic Design

Associate'S Degree, Digital Graphic Design