Greg C. Email & Phone Number

Remote

- Delivering top-tier support to clients and partners, guiding them through the Location Marketing Cloud, and ensuring superior technical assistance.- Collaborating closely with the Customer Success team to innovate solutions and enhance support offerings, ensuring alignment with client needs and company objectives.- Cultivating strong inter-departmental relationships to streamline workflows and bolster efficiency in delivering exceptional support services.- Engaging collaboratively… Show more - Delivering top-tier support to clients and partners, guiding them through the Location Marketing Cloud, and ensuring superior technical assistance.- Collaborating closely with the Customer Success team to innovate solutions and enhance support offerings, ensuring alignment with client needs and company objectives.- Cultivating strong inter-departmental relationships to streamline workflows and bolster efficiency in delivering exceptional support services.- Engaging collaboratively across various teams in the Technical Support & Services department, including Implementation, to ensure seamless integration of support solutions.- Managing technical support requests while proactively monitoring and prioritizing key performance indicators like customer satisfaction and resolution time.- Facilitating bug escalations through streamlined internal channels like Jira, ensuring prompt resolution and efficient communication with relevant teams for swift solutions.- Establishing cohesive collaboration across the Customer Organization, working hand-in-hand with Customer Success, Sales, and Implementation teams to drive integrated support strategies. Show less

Remote

Successfully onboarding 15 Enterprise clients per week using screen share demo of platform.Set up tracking for e-commerce platforms ( Shopify, WooCommerce, Big Commerce ie) to make sure client's fully integrated. Help clients see overall productivity of their affiliate marketing program by running looker reportsHosted optimization calls with Technical Support to assist client with technical issues and custom featuresSubmitted bug tickets to Engineering Team Ensured Refersion… Show more Successfully onboarding 15 Enterprise clients per week using screen share demo of platform.Set up tracking for e-commerce platforms ( Shopify, WooCommerce, Big Commerce ie) to make sure client's fully integrated. Help clients see overall productivity of their affiliate marketing program by running looker reportsHosted optimization calls with Technical Support to assist client with technical issues and custom featuresSubmitted bug tickets to Engineering Team Ensured Refersion tracking script running on client siteTroubleshooting integrations ( PayPal, Klayvio, Mailchimp,Amazon)Knowledge of Rest API's, Javascript and HTML Show less

Raleigh, Nc, United States

Troubleshooting Salesforce, Zendesk and Hubspot integrations.Providing onboarding support to new customers.Collaborating with Product Team on feature request.Supporting Customer Success Team by providing world class support.Facilitating customer conferences to diagnose complex issues .Demonstrating high level of situational awareness and emotional intelligence.Communicating with customer on human level while using resources and meeting deadlines.Providing world class… Show more Troubleshooting Salesforce, Zendesk and Hubspot integrations.Providing onboarding support to new customers.Collaborating with Product Team on feature request.Supporting Customer Success Team by providing world class support.Facilitating customer conferences to diagnose complex issues .Demonstrating high level of situational awareness and emotional intelligence.Communicating with customer on human level while using resources and meeting deadlines.Providing world class support to partners, maintaining a deep understanding of processes for vendors. Subject Matter Expert for training program. Show less

Raleigh, North Carolina, United States

Explained product and services to customers while delivering expert customer service. Provided fast and accurate responses while handling complex technical support issues. Troubleshoot customer issues , escalated bug reports while working effectively with a variety of internal teams , including Sales, Engineering and Product Management.

Raleigh, North Carolina, United States

Overseas placement for 104+ Live Online students in the Carolinas. Setting up career fairs and networking events. I take a very strategic approach to finding my students a career in IT by focusing on what makes them unique. This includes an interview process identifying strengths ,opportunities and also skills gaps. I help students to focus on changing their lives by finding a career in IT. I coach students and manage relationships by taking a strategic approach to helping them prepare for… Show more Overseas placement for 104+ Live Online students in the Carolinas. Setting up career fairs and networking events. I take a very strategic approach to finding my students a career in IT by focusing on what makes them unique. This includes an interview process identifying strengths ,opportunities and also skills gaps. I help students to focus on changing their lives by finding a career in IT. I coach students and manage relationships by taking a strategic approach to helping them prepare for their career change. This includes skills and experience review, interview tips and industry changes based on experience. I also make sure to follow up with students on weekly basis to make sure we are meeting career goals and any prospective opportunities. Show less

Raleigh-Durham, North Carolina Area

Effectively managed 50 to 70 instructors in the US and Canada for Microsoft Office and Technical courses. On-boarding, logistics consistent feedback. Met with instructors to make sure they were fully calibrated ,set expectations addressed any concerns. Negotiated rates, scheduled instructors based on location and availability. Provided instructor support for lab issues, courseware revisions. Provided sales subject matter experts for calls with client to develop custom outlines. Resolved… Show more Effectively managed 50 to 70 instructors in the US and Canada for Microsoft Office and Technical courses. On-boarding, logistics consistent feedback. Met with instructors to make sure they were fully calibrated ,set expectations addressed any concerns. Negotiated rates, scheduled instructors based on location and availability. Provided instructor support for lab issues, courseware revisions. Provided sales subject matter experts for calls with client to develop custom outlines. Resolved customer sat issues by addressing client concerns at the time of incident to ensure client satisfaction. Reviewed profit and loss statement to ensure instructor rates and expenses were within budget. Added value for stakeholders by making sure instructors were scheduled based on rate, logistics and expertise. When Microsoft changed to role based certifications I helped my instructors understand the changes and helped them navigate through the process which led to higher evaluations and productivity. Show less

Cary, North Carolina

Promoted to Chat Leader for “Live Online”. Resolved issues with clients accessing courseware, virtual platform, and created trouble tickets and escalated issues to technical support. Oversaw online enrollment process from start to finish by processing payments, following up regarding any issues and passing along to sales. Followed up throughout troubleshooting process to ensure continual improvement and issue resolution.

Cary, North Carolina

Answered inbound customer service calls and provide one call resolution.Managed relationships with clients in Canada by recommending Microsoft courses for students.Enrolled students processed cancels,roster management, company mailbox monitoring, daily reporting. Qualified leads for sales team and made successful hand-off to sales team.

Built and maintained client relationships by supporting financial solutions. Provided training to tellers. Assisted clients with setting up online banking application. Followed bank rules and regulations to ensure compliance.

Charlotte, North Carolina

Resolved complex billing and technical issues. Utilized company resources to resolve issues. reduced churn by resolving issues, probing questions. Account analysis review to see any ongoing issues and made sure customers were getting best value by helping customer base fully understand potential of network and devices. Follow up, set expectations, shared best practices as well as mentored new hires. Recognized by North East Area president for excellent demonstration of service to increase… Show more Resolved complex billing and technical issues. Utilized company resources to resolve issues. reduced churn by resolving issues, probing questions. Account analysis review to see any ongoing issues and made sure customers were getting best value by helping customer base fully understand potential of network and devices. Follow up, set expectations, shared best practices as well as mentored new hires. Recognized by North East Area president for excellent demonstration of service to increase business. Provided value for shareholders by reducing churn. Stayed on the cutting edge of technology by keeping up with new devices and that could provide customer with 360 experience and benefits. Promoted to Senior Representative in 2011 and Emerging Talent Program” by leadership for future leaders. Show less