John Glazer Email & Phone Number

New York, NY

• Promoted to work with business leaders on development of product and customer assessment methods. Helped make sound decisions on data integrity, collection, and visualization. Provided modeling and analytical support.
• Provided resume department with real-time collaborative updating for the first time by singlehandedly building database from scratch in Access. a) Database strengthened customer service and reduced refund volume based.
• Reduced refund rate of company’s premium job search consultation program 40 points (53% – 13%) by identifying and preventing sales team from pitching to non-target market leads.
• Built Excel-based automated tracking tools to capture data on time spent by CS agents on each task. Compiled results into efficiency suggestions that helped raise staff productivity ~37%.
• Played key role in process improvement project that raised average resume writer output from 5 projects per week to 15 projects per week.

New York, NY

• Handled and resolved escalated client questions and concerns. Developed tools to raise productivity of a 25-member customer service team. Supported ongoing site improvement by maintaining and sharing log of technical.
• Decreased technical escalations 25% by training customer service team, developing templates, and establishing new best practices.
• Increased positive CSAT scores 10%+ by developing Quality Assurance rubric for technical escalations that improved customer interaction.
• Met and surpassed all technical support SLAs including 80% of calls answered in 20 seconds, 90% of live-chats answered in 20 seconds, and 95% of emails answered in 3 hours.

New York, NY

• Provided direct customer support via phone, live-chat, and email. Clearly related complex technical instructions to clients of all professions. Assisted job acquisition team on internal software issues.
• Raised job acquisition team productivity 15%+ by developing new tools such as internal customer service wiki page, browser add-ons, and Excel/Word templates.
• Attained personal SLA goals for all contact channels, receiving highest 90-day review of hired cohort.

New York, NY