Robert Harmon Email & Phone Number

Wilsonville, Or

Portland, Oregon Area

•Personal projects for clients to assist with branding and design.•Freelance writing work ranging from romance/short stories to technical writing.•Talented in Adobe Photoshop, Premiere

Portland, Oregon Area

•Within 90 day period was promoted to management handling training of new staff, reporting and document writing to achieve agent success and streamline onboarding new team members.⇨Agent Training: Handled training for new inbound agent staff, including call monitoring, interviews and SME (Subject Matter Expert) for all phone support agents.⇨Training Documents: Prepared and curated training documents and tools for agent success. Worked closely with operations staff to outline agent goals, content writing and meeting metric needs.⇨Refunds: Scheduled, organized and ran reporting for all refund requests, keeping with needed income vs expense goals set by operations.⇨Management: Held coachings with all agent staff to assist with any improvements in productivity.⇨•Reporting: Built metric data based on agent calls, AHT data and number of refunds being processed and average waiting period per case. Moved average waiting time from 30 days to 8.

Portland, Oregon Area

•Handled inbound customer support calls for Divorces in US and Canada•Assisted with technical issues, including document downloading, browser troubleshooting and de-escalation•Provided non-legal advice regarding state requirements, fees, forms required and procedures required for divorce, legal separation and annulment filings.

Portland, Oregon Area

Co-Founder and operational manager of Customer Service Me! - A company that provides top of the line customer care for incredibly cheap prices- And providing all agents a living wage.- Responsible for bookkeeping and budgeting within company- Highest point of contact for management and agents regarding issues, along with speaking with clients directly to find resolution to any problems that might arise.- Design work/established image for website/marketing

United States

Handled tickets and customer support line for a startup company that rented out LEGO sets.- Reporting and writing work for internal and external purposes using Google Spreadsheets and Microsoft Excel.- Curation of existing knowledge base (KB) articles and responsible for creation of new ones as needed.- Used JIRA to process and follow up with tickets and bugs in the system, including keeping customers in the loop for resolution. - Processed payments and confidential information, billing support

VENTURI is an upcoming space adventure from Negative Zero studios. Assisted with script writing, story overviews, game design documentation, world building and concept/map art to assist development team. Project is currently ongoing.- Assisted with content writing to establish tone, universe and characters for a complex space video game.- Created concept pieces including characters, maps and areas to assist concept art team, team lead and 3D artists with modelling work.-Created design elements to be used on Youtube, Facebook and other social media websites.

Wilsonville, Or

Part of a specialized team to help with various higher-level support for customers. Due to the workload involved, more details can be found below:••Triage Cases - Worked alongside client for Tier 3 "Triage" Escalations, which required complicated product troubleshooting, customer de-escalation and reporting new issues to the product development team for research purposes. During these cases we are in constant contact with the client for additional questions or guidance. ••Office of the President - In cases of compensation requests or requests to speak with the CEO/VP of the client, worked closely with the client to provide support for frustrated customers, product returns and billing arrangements in special circumstances. ••Data Services - Part of the Data Services escalation team, helping to diagnose and send damaged customer files to be manually fixed by a separate department for the client. This includes heavy documentation, coaching for agents and consulting directly between the client and the other departments that could arrange a fix for the customer.••Content Writing - Operated as Content/Technical Writer and wrote various Knowledge Base (KB) documentation for the product to assist agents and customers, along with identification and technical writing for known and emerging issues in software.••Subject Matter Expert (SME) - Provided dedicated resourcing for Tier 1 and Tier 2 agents as a Subject Matter Expert (SME) assisting agents with technical questions, de-escalation techniques and helping find knowledge base articles and documentation.•Reporting Analyst - Collected and built reporting based off call drivers, average handle time and other metrics to increase productivity on the call floor using Microsoft Excel and client-Provided CRM tools.

Wilsonville, Or

- Technical support for the next level and for customer escalations.- Handled complex accounting/troubleshooting questions and provided a fantastic experience for frustrated customers and those who had thoughts about cancelling service.- Exceeded KPI requirements for this level of support.- Operated as Content/Technical Writer and wrote various Knowledge Base documentation for the product to assist agents and customers.

Wilsonville, Or

- Handled Complex call drivers and issues for popular Accounting Software.- Technical Support at customer-facing level.- Delivered fantastic customer service and technical support skills.- Exceeded KPI requirements and metrics during time at this level of support.

Beaverton, Or

- Worked in a Saves and Retention department for a major video game contract.- Handled complex customer service and billing issues with the drive to keep customers from cancelling services.- Delivered excellent customer care and operated in a sales position to keep customers from cancelling services.

Bristol, Fl

- Handing Inventory in large quantities for business.- Delivered excellent service for Vendors and Personnel.- Kept track of quantities, Bills and Credits for accounting departments using standard handheld barcode scanning equipment.