Eric Evers Email & Phone Number

Sunnyvale, California, Us

Sunnyvale, California, Us

Worldwide Manager of three outsource vendors based in Kentucky, London and Yokohama. These vendors take frontline Customer Support and Technical Support calls. These teams have consistently scored well above 60% NPS and 90% CSAT scores. Responsible for managing a Customer Support team of based in Santa Clara whose duties include resolving escalated issues and high end administrative duties related to Customer Support. Implemented a new outsource vendor in 2011. Duties included site visits, research, training and ensuring that the vendor would continue to be an excellent example of Customer Support. Implemented a second outsource vendor in 2016 based in Japan. In 2018 took over operations for the outsource vendor in London. Responsible for all of our vendors who provide top flight customer support. Worked with a team to implement a Salesforce migration. Took a historical CRM and migrated and trained the worldwide Support team on the new system. Responsible for all policy and procedures for the Customer Support teams based in Santa Clara, Kentucky, Japan and London. Responsible for training and compliance for these sites. In charge of fraud checks on the online Store for the Americas, ensuring customers are either assisted with purchasing or ensuring that fraud is limited.Annually attends the FileMaker Developer Conference where duties include: Supervising a team that resolves technical issues for attendees, taking escalated issues from attendees, problem solving and ensuring attendees have a great time. Acts as a liaison to other departments within FileMaker to ensure that clear communication is always present within departments.

New York, Ny, Us

Responsible for managing a team that ranges from 4 to 20 that handles multiple inbound customer requests from multiple sources. Implemented and trained employees on a new software system that increased the productivity of the team over 200% Developed high-end administrative duties and planning designed to improve efficiency and productivity. Functioned as a liaison to several different departments within the company working to improve cross functional collaboration.

Portland, Or, Us

Managed a team of up to 50 employees in a high volume inbound call center environment.Responsible for bi-weekly status reports and evaluation reports. Ensured customer satisfaction by handling difficult and complaint calls in a professional manner.

Managed communication between the technical department and the customers.Helped create and implement customer service guidelines and strategies.Provided the majority of Quality Assurance for a flash based design system.

Managed communication between Sega.com staff and Customer Service Representatives Responsible for Training and Supervising upwards of 17 Customer Service Representatives in an online environment Created Weekly and Daily Call Center Analytical and Statistical Reports