Edmar Goncalves Email and Phone Number
Edmar Goncalves work email
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Edmar Goncalves personal email
I am a seasoned Customer Engagement Professional with over 14 years of experience in customer technical support and relationship management across diverse industries including home security, Biomedical equipment, SaaS, IoT devices, and real estate technology. My career highlights encompass team leadership, diagnosing technical issues & collaborating with cross-functional teams to ensure customer success, knowledge base c, performance analytics, and strategic customer engagement.In my role, I have effectively managed client portfolios, crafted comprehensive training/onboarding materials, and used analytical data, feedback, and performance indicators to enhance client satisfaction and drive operational excellence. My proactive approach to process optimization has led to the successful implementation of streamlined operations and enhanced service delivery.I excel in fostering collaborative relationships across multifunctional teams, to align customer care initiatives with overarching business goals. Known for my strong communication skills and adeptness in navigating fast-paced, metrics-oriented environments, I am dedicated to achieving operational excellence and elevating customer satisfaction scores while bolstering brand reputation.
Simplisafe
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Technical Supervisor For The Innovation LabSimplisafe Jun 2021 - PresentBoston, Massachusetts, Us
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Global Customer Care And Repairs ManagerCellink May 2019 - Aug 2020Kallebäck, Västra Götaland County, SeWith CELLINK, I am building a customer support infrastructure to improve response time, increase customer satisfaction, and pinpoint critical areas of improvement for CELLINK products. -
Customer Success ManagerTempalert May 2016 - Dec 2018• Primary point of contact for enterprise and high-risk accounts• Build and maintain strong, long-lasting client relationships via phone, emails, webinars and in-person meetings• Work with other teams to deliver solutions to meet customer objectives• Provide product training through the Onboarding and Implementation processes• Identify opportunities to grow business with existing customers• Forecast and track Customers uses and account metrics• Create knowledge base articles and video scripts• Ensured call center representatives are trained and up to date on product/services• Hardware assembly and repair, for cell, WiFI devices
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User Services Team LeaderLogmein Aug 2015 - Mar 2016Boston, Massachusetts, Us• Provided account management and technical support across all support channels including phone, email, chat, and social media• Consistently exceeded department goals for quality assurance (QA), customer satisfaction score (CSAT) and transactional net promoter score (TNPS)• Demonstrated advanced technical support, troubleshooting, and conflict resolution skills• Provide timely updates to customers, colleagues, and management on the status of outstanding cases.• Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, Active Directories, and API integrations.• Organize and communicate customer feedback and bug reporting to the appropriate internal audience.- Test bugs and report issues to Development, and QA teams.- Work with the Development, and QA teams to find workarounds for customers as well as find the root cause of the bug.• Communicate with Development, and QA teams on the status of outstanding cases and internal bug tickets.
Edmar Goncalves Skills
Edmar Goncalves Education Details
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Salem State UniversityEnvironmental Sustainability
Frequently Asked Questions about Edmar Goncalves
What company does Edmar Goncalves work for?
Edmar Goncalves works for Simplisafe
What is Edmar Goncalves's role at the current company?
Edmar Goncalves's current role is Technical Customer Care Manager | Cross-Functional Leader | Customer-Centric Problem Solver | Sustainability Advocate | Impact-Driven Innovator.
What is Edmar Goncalves's email address?
Edmar Goncalves's email address is ed****@****ein.com
What schools did Edmar Goncalves attend?
Edmar Goncalves attended Salem State University.
What are some of Edmar Goncalves's interests?
Edmar Goncalves has interest in Social Services, Children, Economic Empowerment, Civil Rights And Social Action, Politics, Education, Environment, Poverty Alleviation, Science And Technology, Disaster And Humanitarian Relief.
What skills is Edmar Goncalves known for?
Edmar Goncalves has skills like Customer Service, Time Management, Insurance, Customer Relations, Leadership, Microsoft Excel, Healthcare, Hipaa, Data Entry, Health Insurance, Claim, Employee Benefits.
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