Eric Folsom Email & Phone Number

New York, United States

New York, United States

Loqate, a GBG solution - the world's most trusted data specialist in location intelligence for businesses of all sizes and sectors. · Manage a portfolio of Loqate Channel Partners. (QBR’s, Renewals, NPS, Up-sells, Case Reviews, User Conferences, Trade Shows, Webinars, New pricing models, New contracts)· Work with multiple internal account contacts as a.

San Francisco Bay Area

Loqate, a GBG solution - the world's most trusted data specialist in location intelligence for businesses of all sizes and sectors. · Manage a portfolio of Loqate Enterprise Customers and worked with the team to grow our channel partners. (QBR’s, Renewals, NPS, · Up-sells, Case Reviews, User Conferences, Trade Shows)· Work with multiple internal account.

San Francisco, California

Success Surge - Increased 9 month NPS by 25 points, raised billable retention by 15%Scheduled optimization calls with Accounts at key points in their customer life cycle, Educated customers on how to get the most value out of their account, Trained customers on new features, Upsold on value added services when appropriate, Tracked key features that make.

San Francisco Bay Area

Answered Customer / Technical / Billing Support Calls, Submitted trouble tickets, Effectively communicated resolutions to customers (oral & written), Effective multi-tasker, Heavy data entry, Provided assistance to direct supervisor, Excellent communication (oral & written),interpersonal, organizational & listening skills, Excellent written and verbal.

San Francisco Bay Area

Resolved customer service\technical issues via phone and email for multiple devices running the Zinio App (PC, MAC, iPad, iPhone, Android, Blackberry, Win8, WebOS), reported technical bugs to QA, reported other bugs or problems to corresponding departments Fulfillment, Marketing, etc., assisted in interviewing and coaching new CSR’s, assisted in creating.

Tampa/St. Petersburg, Florida Area

• Responsible for 20 agents, Coaching, Mentoring, Driving – AHT, Customer Satisfaction, Utilization, Monitoring, Team Building, Payroll, Audits, Attrition, Keeping the Team and client up to date with current issues..
• Promoted the right behaviors and allowed an SP to call a customer back until his problem was completely resolved, resulted in an email directly from Michael Dell, and personal congratulations from Stream’s CEO.Projects
• Streamline – Last two weeks of training owned by Operations (half classroom / half taking real phone calls) Created and improved processes to attain higher level Support Professionals for their first day of floor.
• Internal Reporting / Bonus Program○ Designed internal reporting that would increase profits by $441,852 a year, saving Team Manager’s time to coach, keeping Support Professionals up to date daily, improving metrics.

Tampa/St. Petersburg, Florida Area

Responsible for 25 agents, Coaching, Mentoring, Driving – AHT, Member Satisfaction, Utilization, Monitoring, Team Building, Payroll, Audits, Attrition, Keeping the Team and client up to date with current issues. The team also supported the Modems for AOL DSL. Agents supported multiple hardware and software issues.

Tampa/St. Petersburg, Florida Area

Inbound Technical support calls for AOL/ CompuServe software for Windows dial-up, DSL, and Cable members. Supported DSL technicians at customer’s homes, dealt with multiple phone companies and technicians simultaneously.

Bachelor'S Degree, Management Information Systems, General

Associate Of Arts (A.A.), Business Administration And Management, General