Eric Schuman Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Cupped and scored about 100 coffees a month, to source coffee for three programs; Fellow Drops, Curated Coffee Collection, and all three tracks of the Fellow Coffee Subscription.Created the cupping score and ethical sourcing guidelines used to source coffee for all three Fellow Coffee programs.Strategically scheduled Fellow Drops and Fellow Coffee Subscription offerings.Worked closely with 50+ roaster partners to source new coffees, and collaborate on exciting product launches like process boxes, and custom branded drinkware.Negotiated pricing to ensure profit margins are met.Transitioned Fellow Drops to be mostly exclusive coffee offerings.Attended coffee trade shows to meet with key roaster partners, discover new partners, and enhance my coffee education.Occasionally travelled to roaster partners for in person cuppings.Worked closely with the Logistics Team to coordinate shipments of coffee from international roasters to a Fellow warehouse in the U.S.Worked closely with the CX Team to provide coffee guidance to our customers, and receive feedback on the coffees they purchased.

Established team performance metrics, and managed schedules in Round Robin.Maintained a CSAT score of 90%+.Held weekly 1:1 check-ins with all agents to stay connected, identify roadblocks, and provide coaching.Provided Zendesk data to Product and Quality Teams, to advocate for product quality improvements.Collaborated with the Marketing and eComm teams, to ensure all communications and websites provided an optimal customer experience.Worked closely with the Ops Team to define stress points and streamline processes.

Los Angeles, California, United States

Operated first popup heavy metal coffee bar in Los Angeles.Conducted target market research to scope out industry competition and identify advantageous trends.Furthered brand awareness through social media campaigns and partnerships within music businesses.Developed innovative sales and marketing strategies to facilitate business expansion.

Beverly Hills

Documented all transactions and support interactions in Zendesk for future reference and to track support issue trends.Oversaw IT activities to maintain operations by maintaining laptops, tablets and smartphones for 200 users.Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.Developed company's first on-boarding process, to ensure all IT needs were met for new employees.Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.Created and managed user Active Directory accounts and permissions.Managed email addresses and distribution lists on Exchange 2010 and Microsoft Office 365.Supported Adobe Creative Suite, Microsoft Office 2013, and Office 365.

Woodland Hills, Ca

Documented all support interactions in Request Tracker and OSticket.Developed department's on-boarding and IT purchasing request policy and forms.Supported Office 365, Adobe Suite, and various 3D software.Supported Windows, Mac, iphone, and Android platforms.Managed user Active Directory accounts and permissions.Kept thorough inventory of all software licenses and IT assets.Removed malware, ransomware and other threats from laptops and desktop systems.Configured hardware, devices and software to set up workstations for employees.