Eric S. Email & Phone Number

Amsterdam, NH, NL

Netherlands

Amsterdam, North Holland, Netherlands

* Led the design and implementation of complex KPIs and interactive dashboards, using different data modeling techniques to integrate diverse data sources for the Customer Experience team.* Partnered with Onboarding Leadership to capture, visualize, and analyze new customer data, resulting in a 17% reduction in time to first value.* Collaborated with CX.

Amsterdam, North Holland, Netherlands

* Led the development of customer-centric KPIs and self-service dashboards in Mode Analytics, providing actionable insights to CX leadership, resulting in a 12% increase in customer satisfaction score (CSAT) and a more efficient team equipped to address customer needs.* Designed and implemented a new ticket taxonomy system, improving the capture and.

Amsterdam, North Holland, Netherlands

As a Team Lead of SET Engineers, my duties include:* Coached a team of analysts to identify, visualize, and communicate customer friction to Product, Engineering, and Support leadership.* Created and optimized policies and best practices to ensure product quality and operational excellence.* Improved our internal Support to Product Development escalation.

San Francisco Bay Area / Sydney, Australia

* Communicate insights through BI dashboards and visualizations for leadership to inform Support operations and staffing decisions.* Applied analytic skills to identify customer pain and collaborate with Product teams to reduce support load KPIs.* Drove adoption of a new bug fix program with Engineering leadership to reduce the median resolution for.

San Francisco, California

* Led a team of 19 Customer Advocates to a 24-hour response time and 88% customer satisfaction score while responding to over 2,500 inbound customer requests per week.* Grew a team in Manila from 0 to 8, and within 6 months, the new team was handling more customer issues per person than any other region.* Orchestrated the migration and roll-out of a new.

San Francisco Bay Area

* Championed customer feedback in internal discussions to help our sales development teams prioritize feature requests and bug fixes for our online store.* Managed a cross-functional project that automated customer refunds, which led to a 50% decrease in our overall response time for refund requests.* Collaborated with our technical support projects team.

San Francisco Bay Area

* Accurately and efficiently facilitated customer purchases of our Server and Cloud software to ensure no lapse in software maintenance and zero product downtime for over 40,000 customers. * Drove new hire training for colleagues in our San Francisco, Amsterdam, and Sydney office locations with the goal of having new team members operating at maximum.

- Extensive client interaction through fielding 40-50 incoming sales and support calls and responding to 20-30 email requests from customers to assist with their technical support issues to maintain their online presence operating efficiently.- Reviewed and consulted with customers to enhance website functionality and to expand their investment in.

* Responsible for sourcing new business and closing lease financing transactions primarily through cold calling efforts. * Managed the lease transaction process, including analyzing customer credit profiles, financial statements, and tax returns to assess risk profile and cash flow and develop an appropriate lease program.* Developed and maintained a.

B.A., Communications

Ba, Communications

Minor in Business Administration, Public Relation/Marketing Internship, Dean's List