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 leadership to develop a staff planning model, optimizing resource allocation and ensuring healthy team capacity.* Addressed internal communication gaps within our customer feedback process and improved collaboration between the CX and Product Teams.* Designed and implemented efficient (ETL) pipelines for event data, enabling product usage insights for internal and external business reviews. * Consolidated data sources into a single platform, enabling reductions in complexity and streamlining the analytics process for internal teams.

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 analysis of customer feedback and increasing the percentage of tickets categorized to 80%, up from 65%.* Automated and migrated reports from Google Sheets to internal BI tools, saving 8+ hours per week of manual work.* Delivered analytics updates during monthly and quarterly business reviews to educate, inform and build trust with the larger team.* Maintained data pipelines for the integration of third-party tools with our data warehouse, ensuring consistent and reliable data for analysis.* Identified a trend in free plan customers, leading to the development of a targeted upsell program by customer success managers.

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 processes to reduce customer wait times. * Managed business partnerships between Product and Customer Support for our Enterprise product line.*Atlassian Foundation council member responsible for achieving an 85% participation rate in the Amsterdam office.

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 production customer bugs.* Partnered with Product leadership to build a feature release and support strategy to reduce change fatigue.

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 global service helpdesk tool with a team of two engineers, resulting in a 25% increase in advocate efficiency measured by cases resolved per day.* Coached and mentored customer advocates, helping define their career paths and opportunities within Atlassian, and successfully saw five team members promoted to new positions within the company.

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 to replace our internal help desk tool. * Built out customer service metrics and reporting dashboards to assist our team leaders in data-driven decisions to improve our service offerings.

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 capacity within 90 days.* Enhanced customer service processes to optimize first response times and increase customer satisfaction through improved knowledge creation, smarter email queue management, and automation opportunities.

- 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 GoDaddy.com products and services.- Assisted with new account creation and set up through needs based analysis of a customer’s business and/or personal online goals.- Facilitated customer installations of GoDaddy.com products on hosting servers, websites, and personal computers to increase productivity and website capacity.- Responsible for keeping customer accounts current through processing billing requests due to missed payments or failed billing attempts.- Constantly exceeding the minimum benchmarks of revenue per day, calls per day, quality assurance and customer satisfaction requirements.- Received valedictorian honors in new hire training class.

* 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 database of nationwide accounts through our SalesLogix CRM software.Reviewed credit profiles and financial information to determine clients' ability to obtain credit for capital expenditures. Handled customer service requests for clients, including payment disputes, insurance coverage, early pay-off requests and equipment problems.

B.A., Communications

Ba, Communications

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