Jeff W. Email & Phone Number

Melville Ny

Melville Ny

Supervise and internal CRM system based on Salesforce software platform for Nikon Americas. Provide support for Call Center Administrators and Supervisors as well as Nikon Americas employees. Provide direct supervision for Customer Support personnel providing training, guidance and resolving open issues. Test, research and report quality issues to Nikon Corporation. Track and analyze trends in product problems. Report trends based on hardware, software, compatibility and other criteria.Supervise Customer Support Systems personnel providing training on SOP’s, technology and software applications and enhancements and resolving employee issues as they arise. Manage user privacy preferences and handle customer issues regarding privacy. Add/remove internal User accounts. Train new staff on system usage. Manage system upgrades and improvement process.Manage outbound email. Coordinate with Marketing and Communication’s departments regarding outbound email and surveys sent from CRM systems. Create new marketing email campaigns; create/import mail segments and mail. Manage/monitor delivery of registration campaigns. Manage/monitor Bounce emails and Spam emails. Manage/Update reusable documents (Opt-in emails, registration emails, forward to friend, etc). Import content from web designers into Salesforce for periodic emails. Manage/monitor delivery of campaignsResponsible for Call Center phone system functions, including IVR system changes.Analyze problems reported by Nikon Level 1, 2 and 3 technical support and either determine the solution or report the problem to Nikon Corporation. Support all levels of Nikon support to resolve current issues in a timely manner.Handle escalated customer calls, letters and emails, as needed, to provide the best support for the Nikon customer. Review written correspondence to Nikon customers to ensure accuracy and quality.Managed implementation of new Salesforce Marketing Cloud (formerly ExactTarget)

Responsible for the overall administration, effective usage, and day-to-day management of the Nikon Americas CRM system.

Responsible for providing customer and internal support on Nikon Inc. Digital Imaging products. Respond to technical inquires received via phone, e-mail and written correspondence.

Education record

Accounting