Eric Wilson Email & Phone Number

Cleveland, Oh, Us

Solon, Oh

I lead an Agile team of 10 that applies the Scrum framework to deliver a constant evolution of advancements creating an ever improving customer experience. My team supports all areas of the business working to keep Pyramyd Air on the competitive edge of our industry by incorporating new processes and technologies that allow us to always work towards the ultimate user experience. I have lead projects such as Sage X3 ERP system for our business, a direct EDI integration with Walmart, the implementation of Zendesk Support, talk, SMS, chat & self service products for our high volume contact center, Process Weaver's multi-carrier packing solution in our warehouse, Signifyd's anti-fraud technology in our sales processing system as well as implementing truly Agile processes into the development team. ● Certified Scrum Master● Certified Zendesk Administrator

Cleveland/Akron, Ohio Area

In addition to continuing my role as the Technical Support Manager, I took over project management for a new Kiosk initiative that involved both hardware and software development as well as 3rd party integration efforts. I was able to successfully bring the project back to solid ground and deliver it for a critical deadline / trade-show before moving on to my new role at Pyramyd Air. http://www.veii.com/Innovations/VE-Kiosk/VE-KIOSK-GREY-AND-WHITE.html

Managed a team of highly technical support agents who provided software and hardware support to customers ranging from small to Fortune 50 companies. We built, sold and maintained high-tech touch screen vending machines that served a wide range of products from snacks, to shoes, to tools & IT equipment. These vending machines were IOT capable and could connect to a customer's ERP & HR systems for authentication, replenishment and delivery. - Created and monitored KPI's to ensure customer satisfaction was met.- Developed VOC campaigns to improve customer experience and advise product development team and executives as to what customers needed and were looking for in the future.- Built and maintained our customer's journey map to help identify areas of opportunity for improving our products and our customer's experience. - Created a training and onboarding team to reduce customer friction with one of the most complex areas of our product. - Managed Zendesk support and talk instances.- Was the product owner & managed development efforts of teams assigned to the software platform. - Visited customer's to audit our service delivery and build relationships that improved our empathy and understanding of customer need.

Mayfield Village, Oh

Mayfield Village, Oh