Phill Jones Email and Phone Number

Providing an excellent customer experience with an amazing team of digital bud tenders and leading the cannabis eCommerce experience through enjoyable, innovative and informative communcation channels.

- Review vendor applications for initial vetting- Implement training material and process' for support teams to accurately address buyer and seller issues- Enforce best practices and compliance rules.- Medium for customer support, marketing & compliance departments to cross communicate for department functionality- Create cost efficient staffing solutions that address volume concerns

- Managed the daily operations of the call center overseeing the department’s efficiency, quality, attendance, resource management and bug tracking. - Built and concurrently managed off-site support locations providing real time email, phone and profile moderation support while managing off-site resources to meet SLA. - Developed and trained vendor management and teams on software, policies, procedures and devices updates on a rapidly evolving product to provide consistent customer experience. - Created training material facilitated the training of new technical procedures, policies, software and devices and used QA discoveries to created policies that empowered agents to provide an improved customer experience.- Adjusted the available agents to provide maximum coverage on all department tasks while meeting SLA and adhering to department policies and procedures. - Collaborated with management teams and QA teams to identify agents with impact potential.- Created resources and tools to improve agent efficiency and customer experience with the assistance of outer department company teams and resources.- Improved refund policies to reduce chargeback rate and increase refund completion timeline.

- Answered escalated level technical support calls from internal and vendor agents assisting customers with various website operations and product tutorials.- Created employees schedules forecasted schedules to provide the most support with the available resources to meet SLA. - Assisted vendors and legacy customers with special orders and monitored the fulfillment and shipping of the orders ensuring customer satisfaction. - Researched delayed, lost,Kodak kiosk and priority orders for a customer approved resolution. - Professionally resolved sensitive and elevated customer requests that required manager assistance.- Investigated and reported fraudulent or illegal activity discovered in content moderation.