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 strategic advisor: Engineers, Directors, VP’s, Support, Sales, Pre-Sales, Marketing, Legal, and Customer Success · Up-selling additional products and datasets, consistently hitting growth targets· Tracking support issues/bugs/product feedback/enhancements, and work with product/engineering until resolution· Created the on-boarding process for new partners· Loqate Top Sales Team Member 2020 – Awarded stock, trip canceled due to COVID· Consistently High NPS scores and Voice of the Partner surveys from Partners· Stared in Loqate Partner Talks episodes recorded for Loqate TV

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 contacts: Engineers, Directors, VP’s, Support, Sales, Legal, and Customer Success · Up-selling additional products and datasets, consistently hitting growth targets· Tracking support issues/bugs/product feedback/enhancements, and work with product/engineering until resolution· Created the on-boarding process for new customers/partner updates (slide deck, welcome emails, CRM triggers to send NPS surveys)· Created the Customer Success template for Loqate which was later used to transform Account Management to Customer Success across the GBG organization.· Created the Partner update template for the Loqate Connections team.· Loqate Top Sales Team Member 2017 – Trip to South Africa· Drastically increased NPS scores and response rates for the partner team

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 customers stay with Demandforce, Submitted feature requests for product improvements, Communicated improvements with key players on all teams that Impact Retention, Provided process change recommendations to positively impact retentionProjectsChristian Brothers – Contacted all Christian Brother (Auto) accounts that were interested in doing a Success call (around 35-40 accounts) Dealers who took advantage of the 1:1 success calls were blown away by how much they helped. It was the “coolest thing that a vendor has ever done for them” and they “learned more in the hour session than they could have imagined”.Cancellation Management – Helped lead a new team/process for processing account cancellations, Managed cancellation calls and emails from support: saved accounts on the fly, scheduled escalation calls, or cancelled accounts and released them from contract, Provided feedback and process improvements to management Trade Shows – On the fly account optimizations, answered product questions, allowed the sales team more time to sell

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 positioning, Other general office duties

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 customer service reports, updated solutions and created templates in Salesforce, assisted manager/other teams with other projects when needed

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. Agents supported multiple hardware and software issues. Heavily involved in interviewing and hiring new agents and managers for the Dell contract.● 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 production. ○ Teamed up with the Quality Department to create a Dell Call Flow to hit every point to attain higher Quality scores.○ TED – Tampa Exceptional Dispatch – Teamed up with the Dispatch team to improve dispatch kickbacks (each dispatch was verified by a Senior Tech/Dispatcher before dispatching) Reduced Dispatch kickbacks to nearly 1% during Streamline.○ FCC – Fusion-ing Customer Callbacks - Teamed up with the Outbound team to improve fusion kickbacks (each fusion was verified by a Senior Tech/Outbound Tech before setting up a callback) Reduced Fusion kickbacks to zero during Streamline○ Increased Resolutions rates by 4% with each class○ Improved Support Professional moral with graduation parties at the end of Streamline.○ Surveyed Support Professionals after each class to improve for the next class.● 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 across the board, and trending data for performance management.

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