*Lead RMA department team in the daily activities to make sure the team can meet it’s weekly request fulfillment goals*Daily activities include: pulling equipment for RMA requests, creating shipping labels, boxing and sending equipment, updating appropriate trackers and emailing customers. *Maintain, review and update process documentation and creating new documents as required* Work closely with internal departments such as Operations, Customer Service / Technical Support as needed

• Being a liaison between our client and warehouse and also making sure the project goes smoothly from start to finish.• Come up with solutions to better our clients experience with their customers and provide a strong marketing experience by suggesting custom boxes, flyers, stickers on their products.• Meet and exceed crucial deadlines for store or product launches.• Ensuring each project is profitable. Maintaining balance between costs and our budget.• Provided phone support to our customers• Troubleshoot technical issues such as orders not processing or inventory not reflecting accurately between the UI and warehouse.• Investigate order issues.• Clearly explain what our warehouse can and can't do.

• Provided support to Google+ local through direct email contact and phone support.• Was able to troubleshoot technical issues for Google maps by using back-end software.• Improved user experience by learning about new product updates to ensure accurate diagnostic of issues.• Provided excellent and complete customer service; directed technical issues to appropriate cross-functional teams• Clearly communicated the listing policy to users and explained complicated policy guidelines.• Experienced with back-end support software such as Salesforce and Proprietary ticket management software.• Provide Tier 2 and Tier 3 high-volume phone and email technical support to resolve end user hardware and software issues.• Facilitated payment, purchase and shipping support for Google Play Store hardware.• Provided technical support with various Google devices via CRM Systems and over the phone.• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call- center environment.• Created cases and claims for damaged, lost or displaced packages.• Investigated reports of missing product shipments in order to issue refunds or redirect packages back to suppliers.• Effectively and accurately escalated issues to appropriate support avenues, often collaborating in a team environment.• Followed up with clients to ensure optimal customer satisfaction.• Effectively and judiciously directed issues to appropriate departments with clear communication.• Consistently achieved above 95% quality rating in customer focus and process workflow, turning dissatisfied customers into satisfied customers.

• Qualified and sold cell phones, smart phones, tablets and laptops based on customer needs.• Was able to troubleshoot issues with Verizon products. Fixed and replaced customer products when needed.• Provided product specifications to new and returning customers.• Helped customers with questions or issues regarding cell phones or bills.• Called previous clients to gain sales and referrals.