Keith G. Email and Phone Number

- Streamline operational workflows through the creation, analysis, and optimization of Standard Operating Procedures, fostering effective and efficient communication.- Monitor and guide bug resolution processes across all support tiers, ensuring clarity, collaboration, and timely delivery of solutions to enhance client satisfaction and organizational success.

- Lead a remote team of specialized T1 and T2 representatives, ensuring they achieve KPIs.- Oversee daily operations across phone, email, or chat for effective policy inquiry resolutions.- Conduct team meetings, huddles, and one-on-one sessions for feedback and performance enhancement.- Ensure access to resources, tools, and training for high-quality customer service.- Collaborate with management for process improvements and workflow optimization.- Monitor performance metrics and initiate actions for performance boosts.- Perform quality assurance audits, coaching for adherence to quality and policy standards.- Manage escalated customer issues, liaising with Tier 3/4 support for resolution.- Stay informed on industry trends and regulatory changes, updating the team accordingly.- Maintain records of team performance and attendance.- Promote a positive team culture, focusing on engagement and professional development.- Supervise contact center employees to ensure efficient project completion.- Monitor CSR quality, providing feedback and coaching as needed.- Oversee staff attendance and manage schedule adherence.- Manage staff shortages and provide training updates.- Ensure adherence to service level agreements and quality requirements.- Keep department records on CSR coaching and performance.- Report system issues to the director and relevant parties immediately.- Propose process improvements for the benefit of all customers.

: Maintain ownership of high-profile escalations while communicating with internal and external stakeholders: Provide international support to customers and internal users: Investigate, escalate and resolve internal support requests: Collaborate with internal teams: including account management, product, sales, and executive leadership

Founding owner; Re-focused on analyzing third party Amazon.com sellers product listings to optimize success in keyword search page results; deep diving related product keywords to maximum advertising campaign profit return. Client facing; training.

Daily management of Amazon consulting firm.

In five bands over three decades in Seattle, created all Twitter, Facebook, SoundCloud, Instagram, and other social media presence for the bands with professional content, art direction, and made product available on Spotify, iTunes, Pandora and Amazon.com (digital distribution). Managed aggressive production schedules to ensure recordings were mixed, mastered, pressed, and delivered in time for scheduled release dates with labels. Also coordinated merchandise purchasing for shows, including t-shirts, stickers, and marketing materials (business cards). Managed all promotion and marketing campaigns, international and domestic.

Assistant to Regional Manager for Laughing Buddha Tattoo and Damask Tattoo. Roles included: Payroll, Inventory Management and Buyer, Delivery Driver, Light construction (e.g. painting, drywall), waste disposal, artist counselling, and various odd jobs as necessary.

Main duties include investigating and representing charge disputes to issuing banks to reduce bad debt and prevent abuse by both buyers and sellers. Responsible for front end investigations and back-end support and SOP/better practices.

Investigation of real-time orders for potential fraud for Amazon.com Global; "queue based" and higher level email correspondence with buyer and seller contacts; assisted in implementation of internal Fraud investigation tools and SOPs.

Responsible for supporting remote customer service locations on 3 continents in a 24x7 environment for issues involving internal applications and associated servers, website software and network connectivity.

Responded to customer inquiries for online orders. Worked on the first night shift when Amazon.com moved to 24-hour customer service.