Eric Hallquist Email & Phone Number

Palm Springs, Ca, Us

New York, Ny, Us

Led SeatGeek’s customer and ticket broker support organization. Multi-location, flexible support resourcing with multiple in house and BPO teams. Implemented robust self-service and smart automation to complement human-based support channels. How fast can you pivot to a 100% remote support org? How about 1 day, cuz 2020.Toolset included Zendesk, TalkDesk, Solvvy, Guru, Playvox (Agyle Time) WFM, Medallia (Stella Connect) CSAT-CES-QA, Sprout Social, Lessonly. Proud to have helped found QueerGeeks, SeatGeek's ERG for LGBTQ+ employees

New York, Ny, Us

Responsible for management of remote customer experience and support location in Portland, OR, 50+ team size. High growth, high opportunity growth challenges. Initiatives to upgrade toolset and build management processes for future growth and maturation. Oversight of training and quality assurance staff and programs, addition of modern AI-based tooling for self-service.Member, inaugural Diversity and Inclusion committee; special focus on establishment of first employee resource groups (ERGs).

Customer Service Lab (CS Lab) is a consulting practice founded by my colleague Sophie Conti. Check it out at http://www.customerservicelab.usCS Lab helps early-stage startups build their customer support groups from scratch, and helps growth-stage companies to strategically reinvent their support to match their rapid growth and demand. Clients in various industries from connected devices/IoT, e-commerce, on demand, marketplace, community, fintech and health & wellness.- Customer service team & operational launch plans- Recruiting and onboarding support leaders- Assessment and gap analysis of support teams, tools, and operations- Systems & solution recommendations, assessment and implementation- Customer advocacy and soft skills training; coaching training for managers- Quality assurance programsSample client list: Etsy, Intuition Robotics, Molekule, Liftopia, Rachio, MailChimp, Credit Karma, Seed, DoorDash, Canary, NextDoor, and Checkr.

San Francisco, Ca, Us

Led Dropcam's customer service, technical support, customer self-help and fraud prevention efforts. - Scaled staff to tier 1/tier 2 teams of 35-40 agents and team leads- Implemented ongoing training and coaching program focused on quality service, advanced technical skills/job knowledge, and customer advocacy.- Achieved consistently excellent customer satisfaction ratings (90%+ as measured by Zendesk).- Optimized social media customer support to maintain 4+ star ratings on Amazon for all products.- Implemented fraud prevention staff and tools to effectively eliminate fraudulent orders and chargebacks.- Career development efforts for direct reports focused on management and training skills, social media and marketing support, product development, QA/beta testing, tools management, and content creation.Tools used and implemented included Zendesk, GoodData, ifbyphone, Five 9 and SiftScience.Dropcam was acquired by Nest Labs/Google in July 2014 and is now known as Nest Cam.

San Francisco, California, Us

Multilingual customer support, retention, dispute resolution, abuse & community management - fraud identification and prevention techniques - proactive content moderation 24/7 - smart/scaleable phone support - large team outsourced vendor management. Scaled staff to approximately 300 customer support, fraud prevention/abuse, and content moderation agents, leads, and managers. Strong focus on metrics to drive resource management and allocation, service levels, quality, and productivity. Implemented customer advocacy program focused on high quality service, customer retention/engagement, and increased subscription sales. Led ongoing product development for content moderation, abuse management, and administrative tools. Instituted quality review program for customer contacts, content moderation, and abuse/fraud prevention. Zoosk is a leading online dating company that personalizes the dating experience to help singles find the person and relationship that’s just right for them.Tools implemented and utilized included Zendesk, ifbyphone, GoodData, Iovation and ThreatMetrix.

San Francisco, Ca, Us

Responsible for managing customer support operations for a rapidly growing social networking site. Accomplishments included recruiting and directing activities of outsourced customer support provider; managing service level agreements for response time, quantitative and qualitative goals; selecting software solution and writing all content for online knowledgebase/CRM; introducing bilingual Spanish/English support operations. Also managed high-volume user-generated content moderation program; community moderator team providing additional site help in multiple languages; and Open Social application review.Tools implemented included LivePerson knowledgebase and email support.

Responsible for management of day-to-day customer support operations for online photo management site. Direct supervision of second-level technical support personnel; coordination of first-level outsourced provider. Recruited and coordinated hiring of seasonal employees for holiday support needs. Coordinated large volume order fulfillment with in-house and regional photo labs. Experience with Right Now Technologies (RNT) for managing knowledge base, email, and chat support.

Us

Responsible for top-line leadership of customer service and product management departments for online media company serving the LGBT community. PlanetOut was the first LGBT-led and focused company to IPO in 2004.• Developed and instituted customer service practices and procedures, online FAQs/Help pages, departmental results reporting. Expanded customer service team to additional office in Buenos Aires, Argentina to supplement headcount and provide additional coverage.• Introduced live customer support activities (phone & chat). Initiative resulted in a 15% reduction in subscription churn and additional daily subscription sales• Developed business requirements and implemented feature enhancements to chat and personals products - early adopter of Agile development methodologies.• Directed major overhaul of transaction system for subscription services

B.S., Business Administration/Marketing

Certificate, Multimedia Studies, College Of Extended Learning