Eric Raschke Email & Phone Number

North Carolina, United States

Raleigh, North Carolina, United States

Advocate for and founding member of Red Hat’s Customer Experience and Engagement, Business and Data Analysis team. Drove data-based decision-making efforts for leadership team representing 1800 associates over 6 business units.-Unified multiple layers of siloed goals and objectives into simpler, organization-wide set of demonstrably interconnected strategic goals and objectives.-Implemented Amazon 6-pager documentation framework that transitioned organization with six business units from a reactive quarterly review framework – one that focused on each team defining their own success metrics independent of each other – to a proactive and highly collaborative quarterly planning and review approach that focused on impact to overall business strategy, identifying specific goal attainment plans, and predictive impact (near and long term) on correlated metrics.-Quarterly qualitative and quantitative data visualizations provided to executive leadership team tracking key strategic metrics, customer and associate feedback, and emerging trends in the market.

Leader in identifying, implementing, and reviewing solutions to ongoing growth and development of customer experience organization of 1800+ associates.- Reduced time from hire to self-sufficiency by crafting trainings and resources for people leaders that eliminated the need to have technical expertise to be an effective development leader.- Devised dashboards to compare associate skill levels in key technical areas to local, regional, and global team members. Transformed the process of identifying training and mentorships opportunities to address associate skills gaps, in turn highlighting overall team skills gaps to be targeted in the hiring process.

Raleigh-Durham, North Carolina Area

Inherited underperforming technical support teams and transformed them into highly productive and satisfied team, improving customer and associate experience scores, creating diverse career paths, while virtually eliminating attrition. - Transformed Salesforce and Workday data into tool that modeled growth of the business, productivity of employees (by both area of responsibility and skill level), and performance expectations to meet goal attainment, thereby permanently increasing customer satisfaction scores by 5% within 6 months and eliminating outdated model of hiring and staffing that had no basis in data.- Analyzed internal hiring and staffing practices and identified fault in approach that resulted in a need to over-hire by 15%. Eliminated wasteful hiring that resulted in increased investment in training and development of people already on staff, and significantly reduced workload for people/recruiting teams.

From 2001-2005, developed brand and identities for new small businesses in southern Ohio. Member of design committee to revitalize downtown area for Springfield, Ohio (Center City Project), the original state Capitol.Since 2007, freelance graphic designer focusing on small passion projects such as bottle label design, album art, logo design, and supporting FBI tasks force rewards and recognition, and recreational apparel

Raleigh-Durham, North Carolina Area

Inspired team to driving meaningful ownership opportunities for sales customers, guided technical support and training teams in maintaining post-sales customer relationship, and supported in-house business sales team in cultivating relationships with local business owners.- Consistently achieved 85% NetPromoter Score (NPS) for service team of 60 people that serviced 1500+ every week. - Focused on empathetic approach to leading and improved goal setting that increased NetPromoter for People (NPP) score from low 20s to mid 60s.

Durham, Nc

Developed strategies with the Support Experience Manager that increased Genius Bar session availability and reduced customer wait timesEnsured that all services and repairs complied with established procedures and that Geniuses complied with all AppleCare policies and procedures, providing customers with consistent experience no matter which Apple Store they visitedLead new training and initiatives associated with the services and repair business. Provided training and feedback to store staff about operations that resulted in changes to business practices that were inhibiting customer accessInformed management team about daily activities and issues that affected the repair and service business. Identified training opportunities and created and supported structured development for the Genius Bar Team. Partnered with the Store Leader and Schedule Planner to ensure that the Genius Bar was properly staffed to the needs of the customer, increasing access to service without need to increase headcount

Raleigh, Nc

Managed the day-to-day administrative activities of the service business, ensuring service customer experienced the least amount of downtime without their productWorked with inventory team to manage and complete inventory checks, achieving an inventory accuracy far beyond service industry standardsManaged parts receipt, tracking and distribution process, includes focus on Loss Prevention issues. This reduced overall in-store inventory while decreasing turnaround time for service appointmentsBecame regional training store based on successes in customer satisfaction scores, inventory management, and employee satisfaction ratings

Ann Arbor, Mi • Raleigh, Nc

Customer-facing - and non-commissioned based - sales role centered around identifying customer needs and desires and recommending solutions that met those needs without being needlessly excessive, driving high customer satisfaction scoresMaintaing Apple's legendary visual standards for its retail stores resulting in a still unparalleled interactive buying experience