Evan Murga Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Travel across the Southern California area to conduct in-person audits related to the sale of tobacco products.Demonstrate a thorough understanding of protocol, reporting, and compliance standards.Submit audit reports within the designated time. Track and log any travel expenses incurred during audits.

Successfully resolve complex customer issues through the use of multiple support channels (email, phone, sms, live chat) while maintaining a CSAT score of 95-100% and pulling 40-60 tickets per day.Manage and keep internal documentation up to date and accurate, create and continually update Zendesk MacrosAdvise in the implementation of Live Chat, QA, CSAT grading.Manage 3 pipelines across JIRA, Slack, and Zendesk on top of primary CS role. Work cross-functionally and collaborate with other departments to identify product insights, investigate and report bugs, and identify ticket trends to share with product and engineering teams to improve end-user experience.

Los Angeles, California

Resolve complex issues arising from the international delivery of luxury goods such as investigating lost parcels, manage communication between shipping partners, international customs departments, and the global Delivery Operations team. Pull 60-80 tickets a day while adhering to FRT, FCRT, and SLA KPI’s.Handle daily communications with same day courier services and internal boutique partners to ensure successful order fulfillment.Work collaboratively with other Farfetch teams to identify areas for improvement.Work cross-functionally and collaborate with other departments to identify product insights, investigate and report bugs, and identify ticket trends to share with customer service, product, and engineering teams to improve end-user experience.Take a customer service oriented approach towards delivering and exceeding the expectations of our customers.

Los Angeles, California

Function in a management role and maintain a professional disposition and ensure that there is even coverage amongst the senior advisors to support the global Customer Service team.Provide advisors with solutions and tips in the variety of cases they come across and be available to take an escalation when requested.Aid supervisors in managing team backlogs and collaborate on best approaches towards meeting team KPI’s. Recognize patterns in advisor performance and identify process improvements.

Los Angeles

Respond to customer inquiries regarding orders, products, and services across various channels, including email, telephone, and live chat Within 3 months maintained a 98-100% CSAT score and became a top performer amongst the global CS team (300 advisors).Work closely with other departments, such as logistics, sales, and IT, to resolve complex customer issues and ensure a seamless customer experience.Accurately document customer interactions, including inquiries, complaints, and resolutions, in the company’s CRM system for future reference and analysis.Escalate incidents as appropriate and gather feedback on customer issues and concerns about procedures, services, and products and share this feedback with other departments.

Successfully handled 80-120 inbound customer service and sales calls daily, providing exceptional support to customers, on-site staff, and district managers.Maintained an impressive sales conversion rate of 45% by leveraging in-depth product knowledge and understanding of customer needs.Fostered positive relationships with customers, contributing to long-term retention and repeat business.Demonstrate knowledge of product as well as company policy and procedures in order to deliver efficient and accurate information.

Los Angeles, California

Provide customers all over the city of LA with deliveries within one hour. Maintain excellent communication with customers, restaurant staff, and customer support in order to maintain order accuracy as well as providing excellent customer service. Be a part of a fast and exciting environment.

Provide an unparalleled level of customer service. Work and communicate as a team with other associates, display a knowledge of product, excel in a fast paced environment, go out of my way to accommodate the needs of customers.

Provide exceptional customer service, maintain a neat, organized, well stocked display of merchandise, Display a knowledge of said merchandise, be readily available for any questions or concerns a customer may have.