Ian Field Email & Phone Number

Clearwater, Florida, United States

Clearwater, Florida, United States

Clearwater, Florida, United States

Clearwater, Florida

Clearwater, Florida

Clearwater, Florida

Clearwater, Florida

New York, New York

New York, New York

New York, Ny

• Lead and mentor team of up to 10 CS Agents.• Report product bugs and customer trends to product teams and senior management.• Follow through with engineers to fix product bugs and improve user experience.• Manage all client escalations that are reported by account managers.• Handle all BBB complaints and maintain company rating of A+.• Mentor and train all new hires company-wide via unique company on-boarding process.• Maintain and help build relationships with integrated merchant partners as well as clients.Results:• Grew team from 2 agents to up to 10- Led interviews, hand-picked new hires, trained and mentored team in prep for company’s biggest quarter (Q4). • Designed and coordinated implementation of customer self-help tools. Resulted in 50% fewer customer service inbounds overall.• Designed and Implemented VIP service for top 3000 customers.• Devised and Implemented product ownership strategy among team which resulted in increased efficiency for agents and record low response times to customers.• Voted Top 10 employee of month (by peers and management) 5 times in first 12 months with company.

New York, Ny

• Respond to customer issues in a timely fashion via our online customer service tools (Zendesk) and by phone• Review and contribute to content of product tutorials, FAQs and marketing emails• Help leverage consumer insight for product improvements and marketing

New York, New York

• Established and maintained accounts for United Healthcare's "Grow Healthy Rewards" campaign.• Managed ten street team members• Collaborated with senior management on ways to optimize project flow• Spearheaded customer service role• Managed a vendor matrix of 50 clients• Ran and analyzed data reports on a weekly basis and shared findings with directors

• Managed client database• Scheduled appointments• Created ads for new listings and open houses• Acted as the liaison between new clients and agents

• Created and updated advertisements on multiple listing services • Showed properties to clients based on their needs and budget. • Followed-up with both the potential renter and landlord on term negotiations until both parties agreed

• Managed client and internal support calls across Technology Solutions Group• Assisted client with level 1 support related issues• Identified required engineering resources, discuss support issue with engineer, and assign engineering responsibilities using tracking/ticketing system software (Fieldpoint)• Reviewed completed tickets to ensure documentation is complete• Created monthly engineering schedule for all Maintenance Contract Clients• Assisted Project Managers in assigning engineers for Pre-Sales Projects• Managed all Vendor Support Contracts and SmartNet Contracts

Computer Science Major

Computer Science Major