Richard Coburn Email & Phone Number

Created summary reports for customers shipping accounts. Provided secure credit card updates and changes.• Collaborated with Fraud Team and others, ensuring proper postage payments.• Delivered excellence in support for all inbound and outbound calls and emails.• Worked with Technical Support (Tier 3), resolving complex customer issues.• Participated in continuing education for customer service, improving soft skills during phone calls.

Sunnyvale, California, United States

Supervised 10 members of the high value support team. Created attendance reports. Created and submitted daily login reports. Managed customer inbound call / email / queue.• Reviewed customer survey reports, following up with customers for ratings less than “Excellent.”• Listened to recorded customer calls and discussed with management, providing suggestions and improving call quality.• Examined team member customer postage refunds, verifying accuracy and regulation compliance.• Assisted team, filling in for manager during 5-month leave.

Sunnyvale, California, United States

Provided customer support for non-technical issues. Made outbound calls and took inbound calls to upgrade sales to current customers. Assisted Veterans Administration Accounts with online store sales as add-on services. Coordinated with other group sales team members on leads, accounts and, upgrades.• Increased Field Sales Representatives sales volume by upgrading customer accounts.• Enhanced sales by collaborating with 3 Field Sales Representatives weekly via Zoom.

Sunnyvale, California, United States

Delivered technical support via inbound and outbound calls. Resolved USPS Representative’s questions and linked customers to USPS Representatives accounts via online software. Created new shipping accounts per USPS Representatives.• Drove store sales each year 5-10%, through outbound sales calls.• Received Presidents Club 4 consecutive years for increasing online sales.

Sunnyvale, California, United States

Provided excellence in customer support for inbound / outbound by phone, chat, and email on software / hardware products. Supported team and trained new employees for Tier 1 Technical Support position.• Awarded 3 Endicia’s Top Performer plaques for web, email, and chat.• Assisted sales team, filling in for sales positions and delivering sales support for online store when needed.

Palo Alto, California, United States

Supplied customers with Tier 2 and Tier 3 support via phone and email for Ooma VoIP phone system, including Telo, Telo handsets, Hub, and Scouts.• Promoted Ooma hardware online store products, driving sales.• Worked with third parties, transferring customer phone numbers.

Computer Programming

Activities and Societies: Completed 26.5 Units toward Associate Science Degree

Computer Programming, Computer Science

Pdev 0009 - Assertiveness Training

Personal Insurance Marketing

Activities and Societies: Secured Life and Disability License(s) and Series 6 and Series 63 License(s) through the State of California.