Derek Raymond Email & Phone Number

● Spearheaded the establishment of a customer support division for a top 100 blockchain project, creating a multi-channel support system that improved accessibility and response times across Zendesk, Telegram, and Discord. ● Collaborated with cross-functional teams, including product and development, to prioritize customer issues and provide insights for product enhancements. ● Developed and maintained process documentation, including knowledge bases and FAQs, reducing support tickets by empowering customers with self-service resources. ● Implemented data-driven strategies to track customer satisfaction and improve retention ● Developed and conducted training sessions for support team members, enhancing product knowledge and service delivery quality across the team

● Developed and implemented a customer feedback process for new product launches, allowing the organization to gather, organize, and act on user feedback, leading to product improvements that increased user satisfaction. ● Ledthesupport team in managing multi-channel support through Jira, Telegram, and Discord, establishing workflows that increased response times by 30% and maintained a 95% customer satisfaction rate.● Collaborated closely with the product and development teams to prioritize user requests, identify pain points, and drive product enhancements, ensuring a seamless user experience. ● Analyzed customer support data to identify trends and drive improvements in customer engagement and self-service options

● Ledtheend-to-end planning and execution of opening two additional store locations, managing all aspects such as lease negotiations, store layout design, vendor management, staffing, and marketing. ● Coordinated the launch of a new trading card division, implementing buy, sell, and trade services for trading cards. Developed inventory management processes and pricing strategies. ● Organized and executed trading card tournaments, growing community engagement and enhancing customer loyalty. ● Managedongoing operations, including financial oversight, customer relationship management, and process improvement to sustain business growth.

Project Management

Bachelor Of Business Administration