John Ren Email & Phone Number

Portland, Or, Us

Portland, Or, Us

Portland, Oregon, United States

• Deliver value to customers of Scan123’s document management, scanning, and forms/electronic signature platforms for automotive and home-care companies, from onboarding through to contract renewal/cancellation.• Onboard new companies using Salesforce’s customer success framework to increase customer buy-in and contract retention.• Lead Scan123’s white-glove custom forms service by distributing work to contractor team, standardizing forms requirements, overseeing QA process, and communicating with clients, increasing forms quality and decreasing delivery time by 50%.• Documented, developed, audited, and updated customer success processes to pinpoint inefficiencies, enhance new employee onboarding, and standardize the customer support experience leading to a 33% increase in CES scores.• Collaborated with Sales, Development, and Billing to rebuild company onboarding processes from the ground up resulting in a decrease in customer time-to-value from 2 weeks to 48 hours.• Lead initiative to standardize service-cancellation process with Billing, Sales, and Tech Operations to eliminate customer confusion, provide data backups in compliance with SOC 2, and facilitate customer listening and offboarding, reducing pending cancellations by over 50%.

Portland, Oregon, United States

• Analyzed warranty claims and provided technical support for a diverse range of ergonomic office furniture products through CRM, phone, and video conferencing channels.• Coordinated resolution of escalated tickets for consumer and enterprise clients as Tier 3 support, reducing product returns and unnecessary warranty replacements by >50%.• Advised department management as Voice of the Customer to consistently exceed SLA expectations and maintain a CSAT score >95% department wide.• Supervised comprehensive knowledge base of issues, versions, compatibility, and repair procedures for the entire collection of Fully's products for use by multiple departments.• Managed library of ZenDesk macros to enhance clarity for customers and preserve consistency of brand voice.• Collaborated with Product Development Team to introduce new products and accessories to complement existing catalog.

Portland, Oregon, United States

• Drove sales of MAC products by describing, demonstrating, and applying products one-on-one with clients• Maintained a enjoyable shopping experience for multiple clients simultaneously in a fast-paced retail environment• Established strong client relationships and maintained customer loyalty by communicating with customers through CRM/client book• Practiced impeccable industry sanitation standards and organization

Portland, Oregon, United States

• Maintained mastery of all store roles, tasks, and regulations• Trained new baristas on Starbucks roles and engaged in continuous coaching to ensure best service in district• Changed tasks and direction without reducing service quality on a minute-to-minute basis in a fast-paced environment• Demonstrated mastery of roles by supporting a wide variety of stores in local and neighboring districts• Encouraged purchases of non-beverage offerings by sharing compelling stories about Starbucks' products• Two-time Partner of the Quarter recipient, two-time store representative at Annual District Barista Championships