John Biser Email & Phone Number

Santa Cruz, CA

- Providing technical support to consumers setting up and using our Sleeptracker smart bed, activity and sleep monitoring wearables and mobile and desktop applications.- Supporting Sleeptracker bed setup for a variety of configurations.- Diagnosed smartwatch and other wearable activity and sleep monitoring issues.- Providing end user support for our our.

Mountain View, CA

• Create the product Taxonomy based on requirements from Product owners in sync with the Taxonomy Specialist in line with the current version of Taxonomy Policies
• Maintain an up-to-date Taxonomy in terms of new tags and ensure that the Taxonomy is in line with the current Taxonomy policies at all times
• Train the triagers and mentors on product taxonomies and tagging guidelines, conduct sessions to clear team's doubts, keep a check through f/up sessions
• Clarify doubts and send feedback to team about low quality new or existing tags (with < 95% QC)
• Perform tag audit for close-the-loop (CTLs) based on requirements from product owners as per the bugs logged by the product owners
• Perform ad-hoc tag clean ups/splits as recommended by the product partners

Mountain View, CA

• Trainer; create and use pre-existing training documentation to train new hires, as well as up train employees when procedures are altered or introduced
• Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards by using pre-existing documentation and/or implementing new grading documentation when required.
• Ensure that Product Support Agents are delivering a high level of customer service.
• Verify that agents are providing accurate solutions to customers.
• Record evaluations utilizing departmental quality monitoring forms.
• Deliver coaching feedback to agents on call and email performance.

Mountain View, CA

- Customer Support; provided support through email and chat to address and resolve various issues pertaining to purchases made through Google Trusted Stores merchants- Vendor Management; Worked closely with various Merchants to answer customer escalations acting as a third party liaison to bring about a resolution which would benefit all parties involved..

Mountain View, CA

- Responsible for grading Customer Service Agents (phone and email) in a fair, unbiased way to help improve the overall quality of not just the Agent, but the Call Center as a whole.- Assisting with Action Plans for Agents who fall below specified standards (i.e. Training, Coaching, Shadowing, Mentoring, etc.)- Weekly meetings to go over noticed Trends for.

Mountain View, CA

- Answering tickets as they came in to troubleshoot issues when downloading- Provide excellent customer service while expediting a resolution to various issues- Collaborating with peers to document any upcoming trends (i.e. Service is down in various parts of the country, etc.) and bring this information to upper Management- Maintained a 99.46% Quality.

Campbell, CA

• Handled calls and promptly forwarded them to appropriate person(s) in a timely manner.
• Scheduled meetings for all employees; escorted visitors to staff members' offices, along with providing hospitality service arrangements as requested by staff.
• Composed and distributed inter-departmental memorandums (e-mail, documentary and voice) ensuring timely delivery and receipt of important information while at the time maintaining confidentiality.
• Prepared and assembled media kits for marketing and public relations departments.
• Direct Customer Service Representative; helped check in customers for various issues regarding their computers, discussed possible problems and solutions to quickly analyze what services they would require for a timely.
• Organized, sorted and assigned mail distribution for all the employees.

San Jose, CA

• Handled pre-opening procedures such as reconciling cash drawer, updating sales tags, taking deposits to the bank, restocking shelves with new product, etc.
• Created and Finalized Purchase Orders ranging from office supplies to new products for sale
• Received and Processed incoming and outgoing shipments to other stores and to various other warehouses
• Daily Management of Inventory for loss prevention and reconciliation
• Attended monthly Conference Calls with various stores in the district to further sales growth
• Managed 3+ employees at a time, making sure they were on task and working efficiently.

Education record

Education record