John Epp Email & Phone Number

Tallahassee, Fl, Us

Domain Holding Company specializing in Possessive Domains

Responcible for all Sales and Operations functions in the Company.Including all sales marketing and customer relations activitives of Webmasterradio.FM

Managed Operations of WADND. Responicible for customer relation and client out reach. Managed customer relations regarding T.R.A.F.F.I.C conference http://www.targetedtraffic.com keeping it on the cutting edge of industry standards and innovation making it the most important event for movers and shakers in the Domain Industry.

Managed retail Internet company that specialized in behavioral and affiliate marketing for website owners. Offered businesses a way to share profits generated through affiliate sales. Managed operations of 25 staff in administration, marketing, sales, programming and new product development. Collaborated with merchant partners and web property owners. * Helped grow company from startup to highly competitive and lucrative business with over $6 million in annual revenue, 10,000 web property owners serviced daily.Over 300,000 unique vistis to web properties per day.* Applied effective sales and marketing strategies and constantly measured and improved operations, which enabled company to secure rank within top 20 of similar web services in same industry.

Selected to manage resources of national third-level technical support call center with 150 engineers. Resolved product support and marketing issues. Interfaced with counterparts and assessed criteria for resolution of escalated customer issues. Set priorities and drove turnarounds for Product Division. Responsible for managing multiple mid level mangers at a second and third level management position. Developed cost-saving strategies, analyzed statistical performance measurements and managed corporate security issues.* Identified and drove resolution of severe and costly production issue affecting entire system inventory acted as corporate liaison between Factory Product Division and field management personnel.* Implemented and enforced operational restructuring and workforce reallocation that increased problem resolution performance for considerable savings on support expense.

Assigned to manage service strategies, product testing and technical resolutions for pre-release of IBM 9751 product line. Built Technical Support Call Center dedicated to providing product support structure. Measured center performance daily, interfaced with staff and ensured quality of problem resolutions. Acted as liaison to factory development on service strategies, support, documentation and technical training. * Formulated every IBM 9751 technical call center strategy that resulted in receipt of IBM Director’s Award in 1989 for exceeding performance expectations on product’s introduction.* Spearheaded promotion of new support services strategy at all corporate levels, implementing First Call Resolution strategy driving problem resolution to lowest levels of technical support; proposal gained adoption and saved company millions in support costs.

Brought on to provide second-level technical support Call Center for entire Eastern Region IBM/ROLM product line providing second level technical support for 9,000 PBX systems. Managed operating budget over $11 million and 50 engineers with responsibility for training plans of 2,000 Technicians. Reviewed center’s operations, goals and performance quality. Set operational expectations for all managers and engineers. Coordinated resolutions of technical problems escalated from Area and Branch Managers in Eastern Region.* Drove Factory Product Division’s resolution of customer technical issues by acting as liaison between divisions to focus engagements and set priorities for resources.* Implemented and reviewed technical problem-solving database used by all engineers that decreased problem resolution time frames with effective and inexpensive efforts reducing company expense.* Refocused center’s mission from providing post-installation service support to providing installation support that insured products received quality installation while reducing service costs.