Greg Williams Email & Phone Number

• Business consulting• Affiliate marketing • Product and lifestyle content creation• Photography and video services• Brand collaborations

Fort Collins, Colorado Area

• Otter Products advocate for Amazon and Disney Parks• Work cross-functionally with internal and external contacts to satisfy the customer and achieve company goals• Assist sales management and sales channels during the entire sales process with the aim of closing purchase orders as effectively and efficiently as possible• Pre-launch process and timeline communication• Customer Satisfaction data analytics for quarterly business reviews• Work with Forecast Analyst to provide… Show more • Otter Products advocate for Amazon and Disney Parks• Work cross-functionally with internal and external contacts to satisfy the customer and achieve company goals• Assist sales management and sales channels during the entire sales process with the aim of closing purchase orders as effectively and efficiently as possible• Pre-launch process and timeline communication• Customer Satisfaction data analytics for quarterly business reviews• Work with Forecast Analyst to provide needed information and guidance for short and long-range forecasts• Lead or assist with customer specific action initiatives• Participate in account related meetings and take responsibility for sales improvement initiatives and other assigned action items• Analyze sales numbers to identify opportunities for growth Show less

Fort Collins, Colorado Area

• Internal research to confirm order discrepancies• Enter RMA's and shipping discrepancies into ERP and CRM systems• Work cross functionally with Accounting, Fulfillment, Transportation, and Sales to drive operational excellence• Dispute chargebacks and report out on chargeback successes. Successfully retrieved more than $1.4 million in operational chargebacks in 2015.• Report corrective actions and progress to account team for shipping discrepancies and chargebacks• Manage… Show more • Internal research to confirm order discrepancies• Enter RMA's and shipping discrepancies into ERP and CRM systems• Work cross functionally with Accounting, Fulfillment, Transportation, and Sales to drive operational excellence• Dispute chargebacks and report out on chargeback successes. Successfully retrieved more than $1.4 million in operational chargebacks in 2015.• Report corrective actions and progress to account team for shipping discrepancies and chargebacks• Manage turnaround time with other internal teams Show less

Fort Collins, Co

• Provide top notch Tier 2 support for 300+ Agent call center• Single resource CS Liaison for all B2B and Education customer service through our internal CRM system. This includes warranty replacements, tax exempt order assistance, and escalations.• Assist in fulfilling Field Sales warranty replacement orders• Daily maintenance of consumer orders within ERP system• Work cross-functionally with Finance to research and resolve charge-backs and order discrepancies• Assist in… Show more • Provide top notch Tier 2 support for 300+ Agent call center• Single resource CS Liaison for all B2B and Education customer service through our internal CRM system. This includes warranty replacements, tax exempt order assistance, and escalations.• Assist in fulfilling Field Sales warranty replacement orders• Daily maintenance of consumer orders within ERP system• Work cross-functionally with Finance to research and resolve charge-backs and order discrepancies• Assist in implementation of new systems and processes to optimize operational excellence• Process refunds and authorize exceptions to policies• Provide feedback for inter-department initiatives such as web user-interface and IT issues• Review and approve/deny 200-500 orders per day with authorization issues for OtterBox and LifeProof. Communicate with customers via e-mail to help resolve these issues.• Lead Coordinator of weekly Net Promoter Score callbacks (45-60 callbacks per week)• Assist Finance with reconciliation by reversing duplicate charges/refunds• Live chat with customers through otterbox.com to provide a world class customer service experience• Support functions include taking 40-100 calls per day from Agents regarding customer escalations, process/policy questions, and assisting with complex orders. Collect call data for Management that allows for Agent coaching and development. Coach and mentor agents to reach the next level of excellence in their performance.• Consecutively selected in 2014 and 2015 as OtterCares Ambassador for Customer Service by a committee of peers Show less

Fort Collins, Colorado Area

• Chat with multiple customers while helping with the phone queue as needed• Represented OtterBox at events such as New West Fest• Coordinate logistics for new hire training classes including in class support, trainer/trainee schedules, and pre/post training equipment needs • Coordinator for weekly Net Promoter Score callbacks (45-60 callbacks per week)• Review and approve/deny 100-300 orders per day with authorization issues. Communicate with customers via e-mail to help… Show more • Chat with multiple customers while helping with the phone queue as needed• Represented OtterBox at events such as New West Fest• Coordinate logistics for new hire training classes including in class support, trainer/trainee schedules, and pre/post training equipment needs • Coordinator for weekly Net Promoter Score callbacks (45-60 callbacks per week)• Review and approve/deny 100-300 orders per day with authorization issues. Communicate with customers via e-mail to help resolve these issues.• Assist the Workforce Management Team by processing 200-300 Agent exceptions per day• Support the CS Operations Team with parts lists updates, NPS, and credit card failures• Selected as a Training Mentor based on Lead recommendation and metrics. Established myself as a mentor for new and current Reps.• Selected as a 2013 OtterCares Ambassador for Customer Service Show less

Fort Collins, Colorado Area

• Provide world class customer service by assisting 80-100 customers per day by phone• Worked cross functionally with IT to implement our new CRM system• Consistently selected to help with department projects while maintaining high performance metrics• Co-wrote and implemented the cross training program for approximately 30 Otters• Cut return shipping costs by tracking and mitigating excessive return labels• Selected as a Training Mentor based on Lead recommendation and… Show more • Provide world class customer service by assisting 80-100 customers per day by phone• Worked cross functionally with IT to implement our new CRM system• Consistently selected to help with department projects while maintaining high performance metrics• Co-wrote and implemented the cross training program for approximately 30 Otters• Cut return shipping costs by tracking and mitigating excessive return labels• Selected as a Training Mentor based on Lead recommendation and metrics. Established myself as a mentor for new and current Reps. Show less

Fort Collins, Co

• Managed the tech shop and 3-5 technicians• Coordinated the hiring of 40 reps., merchandised inventory, and managed two Sniagrab sales• Responsible for purchasing of monthly shop supplies• Trained and certified new technicians on ski manufacturer requirements and bicycle repair• Performed weekly audit compliance checks to meet all Standard Operating Procedures• Floor sales/customer service support with front end management abilities

Fort Collins, Co

• Taught Intro to Rock Climbing courses and belay classes• Ensured safe climbing techniques were being used at all times• Planned and facilitated special events including the first CSU climbing competition• Coordinated donation requests for product giveaways for the climbing competition• Maintained cleanliness of indoor climbing wall facility

Englewood, Co

• Established new accounts through lead generation• Supported all accounts with delivery timelines, discrepancy resolution, and ordering assistance• Researched, organized, and represented the company at trade shows • Performed market research analysis and worked cross functionally between several companies/departments from manufacturing to sales• Maintained monthly sales and expense reports

Englewood, Co

• Managed Shipping/Receiving for 3 companies consisting of 5-7 incoming and 5-10 outgoing trucks per day • Managed our same day shipping program that guaranteed shipping of orders received by 3PM• Comply with all domestic and international shipping regulations• Maintained ISO9001 Compliance for microelectronics and medical-grade products• Resolved order discrepancies and delivery issues with same day resolutions• Responsible for daily/monthly inventory management and… Show more • Managed Shipping/Receiving for 3 companies consisting of 5-7 incoming and 5-10 outgoing trucks per day • Managed our same day shipping program that guaranteed shipping of orders received by 3PM• Comply with all domestic and international shipping regulations• Maintained ISO9001 Compliance for microelectronics and medical-grade products• Resolved order discrepancies and delivery issues with same day resolutions• Responsible for daily/monthly inventory management and adjustments• Managed a crew of 7-10 employees and was the Customer Service liaison for Key Accounts Show less

Fort Collins, Co

• Managed the tech shop and 3-5 technicians• Responsible for purchasing of monthly shop supplies• Trained and certified new technicians on ski manufacturer requirements and bicycle repair• Performed weekly audit compliance checks to meet all Standard Operating Procedures• Floor sales/customer service support with front end management abilities

Bachelor'S Degree, Natural Resource Recreation And Tourism

Activities and Societies: Concentration in Parks and Protected Areas Management

Education record