Eric Miller Email & Phone Number

Bellevue, Washington, Us

Provided technical and operational support focused on the overall success of customers and partnersScope of products supported include Nintex Workflow and Forms for SharePoint Online, Nintex Workflow Cloud, Foxtrot RPAWorked to understand customer requirements and developed workflows and processes to meet their needsCoordinated with engineers to troubleshoot and resolve internal product issues resulting in improvements to the product and defect resolutionsContributed extensively to internal and customer facing knowledge base documentationGenerated reports and metrics using SalesForce to determine personal and team effectiveness as well as trending customer data

Redmond, Washington, Us

• Provided tier 2 technical support for the Bing Ads platform across Accounts & Billing (Client Center), Advertiser API (SOAP), Campaign Management, Analytics, and Editorial component areas.• Performed SQL database deep dive investigations and root cause analysis utilizing joins, subqueries, and common table expressions, sharing knowledge with team• Created and updated knowledge base articles• Developed weekly mentor training sessions to teach advanced troubleshooting concepts with vendor teams• Introduced shared library of complex SQL queries for use in accounts & billing and other component areas• Created internal onboarding documentation to expedite ramping up process

Tukwila, Washington, Us

• Tier 2 senior consumer support representative handling tier 1 escalations• Worked closely with knowledge teams to update internal and external knowledge bases improving support experiences for customers and and support representatives• Worked with fraud team to identify fraud situations and proactively developed plans to prevent fraud• Identified support trends and report to management weekly• Developed and advised on back-end support processes. Identify trends in contact types, volumes, consumer demeanor

Tukwila, Washington, Us

Detailed knowledge of internal processes, consistently above average call handling stats, maintained extraordinary documents service levels and consistently received a high volume of positive consumer survey information.Very empathetic, highly evolved soft-skills while able to convey confidence and understanding of the situation. Able to maintain complete call control and effectively resolve contacts without further escalation.

Buffalo, New York, Us

• Used Google DoubleClick AdManager software to manage travel advertising campaigns across the Expedia.com network, including Hotels.com and Hotwire.com• Worked with account executives, sales staff, and client service managers to enhance and improve search results given customers campaign performance requirements• Used SharePoint and Infopath to monitor daily tasks and responsibilities• Generated and sent daily metrics reports to the Media Solutions team

• Developed change management process for approximately 10,000 Microsoft Managed Solutions desktops• Designed and maintained customized forms utilizing Infopath and Sharepoint• Worked with multiple stakeholders to approve changes in sandbox and production environments• Familiar with ITIL and MOF best practices