Eric Thelen Email & Phone Number

Sarasota, Florida, United States

• Managed the daily operations of a call center for the customer support and repair of the Just Baked Smart Bistro kiosks across the United States and Canada.• Successfully led the full integration of Zoho Voice with Zoho Desk, enabling a seamless, centralized platform for managing tickets and customer calls, which resulted in a 40% improvement in agent response times.• Designed and implemented an Interactive Voice Response (IVR) system within Zoho Voice, optimizing call routing based on priority and agent expertise, which led to a 30% reduction in average handling time (AHT).• Automated workflow rules, escalations, and email notifications in Zoho Desk, reducing manual intervention and enhancing operational efficiency by 20%.• Built scalable processes and procedures from scratch. Created and maintained a comprehensive Zoho Desk Knowledge Base and templates that reduced ticket volume by 20% through self-service solutions.• Managed a team of 14 support agents, including a remote office in Chicago, driving service excellence and consistently exceeding KPIs for customer satisfaction and response times.• Utilized Zoho ticketing system and custom-built Excel reports to monitor uptime and proactively repair kiosks in the field. Created a dispatch process for in-house and third-party technicians resulting in a 30% faster resolution time.

Sarasota Springs, Florida, United States

• Managed the operations and manufacturing processes for three divisions within the company. Led twelve teams to receive, process, grade, and ship high-value collectibles to customers.• Hired, trained, and led a team of 40+ people including two supervisors. Performed all evaluations, performance improvement plans and merit increases.• Conducted weekly motivational team meetings and training sessions resulting in professional growth and enhanced team cohesion, leading to increased productivity and improved performance.• Utilized Lean Principles to reduce waste and costs in multiple processes and increase production output. Revised manufacturing process to improve operator output by 20% in addition to a water filtration system that realized a savings of over $4,000 a year.• Through growth of staff and improved efficiencies the team achieved the processing of a 235,000-book backlog in seven months.• Managed warehouse inventory and improved processes to pull and account for materials resulting in more accurate inventory counts and timely reorder points.• Implemented safety protocols and tools to ensure a safe working environment on the production floor including first aid stations, building evacuation plans and wire management protection.

Oakbrook Terrace, Illinois, United States

• Managed the division of tasks and distribution of workload to service and merchandise over 900 kiosks across four lines of businesses spanning the entire southern region of Florida.• Drove and led people engagement initiatives through team meetings, field visits and weekly one-on-one calls.• Established and maintained operating schedules to provide effective coverage for the market and achieve customer service objectives. Reconciled weekly miles driven and time worked against cost of distribution model.• Performed scheduled and unscheduled field audits of work sites to gauge technician skill and merchandising performance in the field.• Optimized delivery of product merchandising by conducting assessments, overseeing work, and proactively solving routine and complex problems.• Collaborated with colleagues and senior management to pilot and implement new vendor merchandising opportunities for new lines of business.• Recognized by management as a leader in performance metrics and goals. Chosen to present best practices on merchandising products and servicing kiosks at annual company conferences.• Selected by management to participate in projects to revise, create and develop company processes and update the internal field website.• Interviewed, trained, and developed a team of 11 Field Support Reps to maximum potential. Conducted all performance evaluations and merit increases.• Managed installation, servicing, troubleshooting and repairs of company's electronic and mechanical equipment at client's site. • Maintained accurate inventory of all products and parts in multiple warehouses.• Interacted, developed, and maintained positive working relationships with client partners, customers, staff personnel and corporate staff.• Supported regional management team by compiling safety messages, procedural updates, and projects into weekly PowerPoint presentations that were shared with all field service reps.

Sarasota, Florida, United States

• Developed marketing timeline and strategy for investment conferences and cruises. Managed two marketing coordinators to implement marketing activities to distribute 190+ million impressions annually.• Supervised e-mail and direct mail campaigns that generated over $350K annually in event sales.• Negotiated 3rd party e-mail sender contract to send 8+ million e-mails annually resulting in a 50% increase in conference registrations.• Analyzed weekly marketing reports to ensure efforts were on track for meeting attendance, event sales and hotel reservation goals. Collaborated with upper management on the strategic direction and adjusted efforts accordingly.• Developed overall design, copy writing and Meta tags for all show and cruise Web sites. Worked with Web content administrators to ensure sites were created on time and function properly.• Created and approved all advertisements, press releases, Web sites, disclosure copy, memos, invitations, and television commercials.