Robert Hoff Email & Phone Number

Colorado Springs, Co, Us

Austin, Texas, United States

Austin, Texas

Austin, Texas

Manage relationships with brand and retail clients by advising on technical issues such as platform constraints, requirements and functionalitySince June 2017, serve as primary technical contact and implementation project manager for one of BV’s largest clients (Procter & Gamble)Communicate technical concepts to a wide audience, including technical and marketing-focused customers as well as internal stakeholdersCoordinate efforts with numerous internal teams to ensure… Show more Manage relationships with brand and retail clients by advising on technical issues such as platform constraints, requirements and functionalitySince June 2017, serve as primary technical contact and implementation project manager for one of BV’s largest clients (Procter & Gamble)Communicate technical concepts to a wide audience, including technical and marketing-focused customers as well as internal stakeholdersCoordinate efforts with numerous internal teams to ensure client issues are addressed with hasteAssist clients with integrating and troubleshooting of multiple features and products via Salesforce cases, phone, email, Basecamp, and screen shareCompose and refine internal processes and documentation to improve training processes, identify product improvement opportunities and establish basic troubleshooting steps via Confluence Show less

Austin, Texas Area

Serves as first point of contact for all client interactionsReceives all inbound client requests that derive from tickets, chat, phone, email, and escalations from internal colleaguesManages community portal and engages clients to resolve questions and requests within the communityAnalyzes semi-complex problems, identifies solutions and executes to solve with limited management oversightOwns resolution for standard requests including: marketing best practices… Show more Serves as first point of contact for all client interactionsReceives all inbound client requests that derive from tickets, chat, phone, email, and escalations from internal colleaguesManages community portal and engages clients to resolve questions and requests within the communityAnalyzes semi-complex problems, identifies solutions and executes to solve with limited management oversightOwns resolution for standard requests including: marketing best practices, technical troubleshooting, billing inquiries, ROI reporting, moderation guidelinesMaintains client loyalty by serving customers above and beyond their expectationsUses tools and troubleshooting techniques and exercises good judgment in decision-making in order to routinely deliver exceptional client support at all timesEducates and assists other departments within Bazaarvoice regarding systems, tools, and process for management and resolution of client requestsResponsible for writing standards & guidelines to improve scalability and quality Show less

Austin, Texas Area

Support SMB advertisers via chat, phone, and email.Provide marketing strategies to best utilize Facebook’s advertising tools

Austin, Texas Area

Create and refine training materials for classroom useAdminister in-person and remote training for clientsDemonstration/marketing of product and services at high-traffic events (SXSW, RTX, FETC)Develop custom solutions for teachers and school administrators to integrate our softwareOversee more than $100K (2013) in domestic and international sales through partnerships and direct salesOversee and develop all aspects of the company's customer service activityRespond to… Show more Create and refine training materials for classroom useAdminister in-person and remote training for clientsDemonstration/marketing of product and services at high-traffic events (SXSW, RTX, FETC)Develop custom solutions for teachers and school administrators to integrate our softwareOversee more than $100K (2013) in domestic and international sales through partnerships and direct salesOversee and develop all aspects of the company's customer service activityRespond to issues through the support ticket system (ZenDesk), social media, and phoneTroubleshoot multiple platforms including iOS, Android, HTML5, Windows, and OS XCreate and revise customer-facing documentationPerformed edits for a published textbook "The Official GameSalad Guide to Game Development" (Cengage Publishing)Work directly with QA and Development teams to document and triage software bugs to ensure fastest resolution possible (JIRA) Show less

Austin, Texas Area

Worked to resolve both billing and technical support issues - this includes account setup/maintenance, payment support, software installation, patching, configuration, and troubleshooting for Blizzard titles on both PC and Mac platformsRespond to customer inquiries via phone, email, or ticket with a goal of providing first-contact resolutionProvide timely and accurate responses to customer questions and requestsObserve high levels of focus while multi-tasking customer… Show more Worked to resolve both billing and technical support issues - this includes account setup/maintenance, payment support, software installation, patching, configuration, and troubleshooting for Blizzard titles on both PC and Mac platformsRespond to customer inquiries via phone, email, or ticket with a goal of providing first-contact resolutionProvide timely and accurate responses to customer questions and requestsObserve high levels of focus while multi-tasking customer assignments to ensure completion and accuracyMaintain a thorough comprehension of departmental policies and procedures and provide suggestions and recommendations for improved work flow and serviceEducate player base on Blizzard policies in an effort to help them maximize their gaming experienceTrusted by direct supervisor for specials tasks that are sometimes outside normal scope of work ex: assisting other employees and contributing in the training of new hiresConsistently meets and/or exceeds required call times and quality levels - current 95.6% customer satisfaction score average for 2011 based on player-submitted surveysRecognized by management for providing exemplary service to customers Show less

San Antonio, Texas Area

Assist customers with repair and installation of Earthlink products (focus on VOIP, networking and internet access via dial-up, DSL, and cable services)Basic computer troubleshooting Resolve high-importance issues from Earthlink executives, vice-presidents, and board members Acquired BlackBerry Tier II technician certificationsSetup and configuration of BlackBerry and Treo mobile devices for private and corporate application Assist in the development of colleagues and new… Show more Assist customers with repair and installation of Earthlink products (focus on VOIP, networking and internet access via dial-up, DSL, and cable services)Basic computer troubleshooting Resolve high-importance issues from Earthlink executives, vice-presidents, and board members Acquired BlackBerry Tier II technician certificationsSetup and configuration of BlackBerry and Treo mobile devices for private and corporate application Assist in the development of colleagues and new hires Show less

Hanover, Pennsylvania

Responsible for leadership of the store during opening and closing shiftsTrusted to handle bank depositsPerformed weekly inventory audits and exceeded Loss Prevention expectations Drive business by overseeing the Guest experience and finalizing all transactionsResponsible for maintaining inventory levels by placing orders with product distributorsUpdate employees on new policies and procedures

Bachelor Of Arts (B.A.), Music Technology

Activities and Societies: Sigma Phi Epsilon (Chaplain 1999-2000), Beta Beta Beta, SU Chamber Orchestra

Education record