Jerry Calderon Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Seattle, Washington, United States

Sydney, Australia

Provide direct coaching and mentorship to guide team member skill-building and career development.Evaluate the quality of communications with customers against a rigorous set of requirements; provide representatives with accurate performance metrics and actionable feedback.Monitor delivery of support and issue resolution relative to service levels and coordinate teams to ensure that our customers consistently receive helpful responses quickly.Maintain expert knowledge of changing product behaviours and support policies, processes, and procedures.Collaborate with fellow managers to drive projects aimed at scaling support with growth of the company.Partner with cross-functional counterparts to identify, develop, and deploy operational changes to improve the customer experience and/or prevent or resolve issues.Ensure outstanding customer support over email and phone, with particular attention to challenging escalations.Actively define our unique company culture of thoughtful attention to the customer experience.

Portland, Oregon, United States

At my current job role, I am managing end-to-end process of onboarding newoffshore vendor support partnership, from initial discovery to finalacquisition by demonstrating effective project management skills. I havebeen fostering cross-functional collaboration by establishing andmaintaining strong partnerships with support operations, productdevelopment, engineering, sales, enablement, and HR departments.Check my notable accomplishments below:• Developed support roadmap strategically for ensuring alignment withcompany objectives related to customer satisfaction, key performanceindicators, metrics, growth opportunities, and overall scalability of teamand organization by coordinating with VP and Director.• Enhanced efficiency and improved customer service delivery by playing apivotal role in leading customer support transition to a tiered one-supportmodel across multiple products.• Provided leadership and direction to a team of 5 support managers tooversee a geographically distributed team of 45 individual contributorsacross the US, Australia, and the Philippines.

United States

Federal Way, Wa

Implement and maintain company standards, branding, and carrier requirements in all locations.Hire and train all new employees and franchise owners.Create and update customer support plans.Inventory purchasing and tracking.Inventory control for all locations.Create action plans and document store and associate activity.Serve as project manager for new store openingsDevelop and implement sales strategies.Assist stores and departments to keep within their budget on a quarterly P&L.