Eric Gordon Email & Phone Number

New York, New York, United States

• Directly supervises Member Desk team. Motivates and sets the tone for staff by demonstrating a pleasant, engaging, customer-oriented attitude. Satisfactorily resolves all onsite customer service escalations.• Coordinates membership conversion efforts in the lobby, at the Film Desk, Member entrance, and on adjacent sidewalks when ticketing lines extend outside. Generates proactive sales and upgrade efforts throughout the Museum by supporting onsite promotions planned by the Marketing team, based on Museum’s exhibition and mail schedules.• Provides general support to the department through a variety of tasks, including preparing daily and weekly schedules, monitoring Member Desk team attendance, ordering necessary supplies for the member desk, and ensuring stanchions and membership signage are properly placed.• Oversees proper entry of membership sales, including training of new staff members and ongoing re-training of existing staff. Maintains a thorough knowledge of all lobby processes and ticketing systems, including performing troubleshooting when required.• Manages onsite financial and accounting logistics, including cash collection, revenue reconciliation, and reporting.

Monroe, Ohio, United States

- Supervised a support team of 9 – 15 employees. Responsible for all aspects of management including recruiting and hiring, performance management, corrective action, training and development. - Worked on site and remotely with team, leading meetings and training sessions over Zoom and Google Meet. - Responsible for Tier 3 escalations, and also coordinated with Development team to resolve major issues through JIRA and Azure. Worked on Tier 1 and Tier 2 support issues when necessary.- Supported company’s RapidLot software, used to allow field reps, based across the country, to manage and upload dealership data. This included troubleshooting bugs with the software, and teaching field reps how to use it.- Supported company’s VinMotion software, used to allow dealerships, based across the country, to manage all aspects of their online inventory. This included troubleshooting bugs with the software, and teaching clients how to use it.- Supported company’s data feed service, which transferred dealership inventory files across the web to various third-party sites focused on automotive sales. This included searching large inventory datasets for problems that could prevent the files from being processed. It also required communicating directly with members of the data teams for those companies to determine what is causing data transfer issues.- Supported network connectivity issues, including VPN, Cisco AnyConnect, Pulse Secure, and Remote Desktop Connection issues - Prepared and analyzed regular reports tracking employee progress and productivity with Excel, Google Sheets, and HubSpot.- Performed software testing for bug fix releases and new feature updates.- Managed support issues via HubSpot CRM system.- Managed call center phone queue with Switchvox VOIP system.

Monroe, Ohio, United States

- Lead a team of 4 employees, ensured accountability, and provided new employee training.- Responsible for Tier 2 escalations for clients and employees. This included supporting company Inventory Manager software for dealerships, Windows and Hardware issues for field representatives, and general system issues for Tier 1 employees. Worked on Tier 1 support issues when necessary.- Supported company’s Autostik software, used by field reps to manage and upload dealership vehicle data, also used to edit and upload vehicle photos for dealerships. Edited vehicle photos, overlays, and labels using Photoshop. Trained field reps on using the Autostik software, and worked on troubleshooting bugs with the software. - Worked with Third-Party companies to support issues with data feed transfers. This included checking data feed files to ensure they had accurate information, checking file transfer records to ensure the files actually transferred, sending and receiving files via FTP, and monitoring websites to verify that the correct dealership information was displaying.- Managed support issues via Parature CRM system.

Monroe, Ohio, United States

- Provided customer service to clientele via phone, email, and chat.- Assisted in the management of online inventory for car dealerships. - Supported company’s PowerLink software, used to allow dealers to design their own websites. This included not only teaching dealers how to use the software, but also just designing the webpages for them in many cases.- Supported company’s Inventory Manager software, used to allow dealers to manage their vehicle inventory. This included adding vehicles, editing vehicle information, managing pricing, editing photos, creating and editing window stickers, and managing dealership data. I trained dealers on how to use the software, and assisted in troubleshooting bugs with the software.- Provided technical support for company’s field representatives. This included supporting hardware issues and supporting issues with the different software packages they used. - Responsibilities also included preparing reports for dealers and third-party companies using Excel and Word, and coaching new employees.- Managed support issues via Quickbase CRM system.

Vandalia, Ohio, United States

- Managed data on UPS shipments using AS400, Emcon, Access, and Excel. - Performed data entry on flight and trucking information, from scheduling and tracking to basic carrier information. I had to communicate with various shipping centers, truck drivers, and pilots around the country to verify shipment arrivals.

Centerville, Ohio, United States

- Managed the company’s search engine accounts on Google and Yahoo. - Managed paid advertisements with Google Adwords system.- Updated advertising graphics using Photoshop.- Updated web pages using HTML, CSS, and JavaScript focused on managing metadata. - Assisted in operation of company’s eBay store, and prepared various reports in Excel.