Justin Marshall Email & Phone Number

Portland, Oregon, United States

Bakersfield, California, United States

• Oversaw the business operations and logistics (design, manufacturing, and distribution) of an e-commerce company selling 3D-printed parts and beta tested software for high-end custom and replica lightsabers
• Created a profitable supply chain by building strong working relationships with vendors to effectively manage inventory and ship out 60-100 orders per week, resulting in over $500,000 in annual sales through online.
• Monitored KPI targets to exceed goals and become a Star Seller on Etsy
• Increased brand awareness, grew an active customer base, and drove website traffic by implementing a successful marketing strategy on social media with engaging, sharable content
• Retained thousands of repeat buyers and increased market share by maintaining high customer satisfaction with a quick response rate to client inquiries
• Gathered and analyzed reviews to identify areas of opportunity in the online user experience, making continuous improvements to the customer journey

Portland, Oregon

• Delivered exceptional customer service remotely by serving as the main point of contact for technical support questions, authorizing returns, and resolving inquires to 20-30 emails and phone calls per hour
• Worked collaboratively with various internal departments through Salesforce to creatively problem-solve customer cases and coordinate deliverables
• Utilized companywide case management technology to maintain operational efficiency by remaining organized when multi-tasking cases to meet deadlines
• Assist customers through friendly and informative communication to provide personalized solutions that meet needs and exceed expectations

San Francisco Bay Area

• Worked independently as the sole technician for assigned region, utilizing company workflow tools to receive work orders and process service call claims
• Achieved a 90% first-time fix rate for new service calls by partnering with engineering to troubleshoot and manage the repair process in a timely manner
• Provided leadership to new technicians when onboarding and training on internal SaaS software and company policies
• Paid close attention to detail when recording accurate truck inventory numbers
• Maintained effective verbal and written communication with management at corporate to provide customer insights and to stay educated on changing priorities

Pleasanton, California, United States

• Built and developed exceptional customer service skills, utilizing active listening to understand customer needs and then provide relevant products to exceed expectations
• Utilized extensive product knowledge and cross- and up-selling techniques to improve KPIs for the men’s shoe department, consistently exceeding personal and company goals
• Increased customer retention by building long-term, trust-based relationships with returning customers through interpersonal communication

Hayward, California, United States