Rohan Zephirin Email & Phone Number

New York, United States

● Served as the primary point of contact for customers, promptly addressing inquiries, diagnosing issues, and providing solutions through telephone, email, and in-App messaging systems.● Aided in customer onboarding processes, helping customers book meetings and setup appointments with their respective CSM's.● Helped to identify bugs and collaborated effectively with cross-functional teams, including Sales, Operations, and Engineering, to ensure successful issue resolution. ● Contributed to the identification and resolution of issues before they escalated.

New York, New York, United States

Keep knowledge base of 70+ articles up to date● Plan and create educational course comprising of 8 modules, complete with quizzes and supplementarymaterials to help with product adoption across customer base● Conduct content discovery work to get at the root of content needs● Evaluate content performance and make recommendations based on quantitative analysis● Keep a finger on the pulse of content strategy trends and best practices in industry● Contributing to quarterly and annual digital marketing analytics reports and providing suggestionsfor optimization

New York, New York, United States

● Critically analyze and respond to queries from existing and new customers/users relating to billing,pricing, licenses, product and user management● Escalate technical issues through appropriate channels as necessary● Identify and report software bugs● Track support requests and identify commonly occurring problems● Provide insight on how company can support a growing team of CSR’s as it grows● Create and update support articles as necessary, ensuring that company maintains current informationfor customer use● Work with the product development team to suggest enhancements to product

New York, New York, United States

● Onboard new customers and provide ongoing training and support● Engage with customers’ post-launch to ensure client is using the product to its full potential● Maintain a deep understanding of product, and educate customers and colleagues about the mostrelevant features/functionality of the platform● Build courses on GoContractor platform● Maintain strong relationships with customers● Manage support queries and requests from users● Deliver on-site and on-line presentations, webinars, and training● Monitor customer activity on weekly basis

New York, New York, United States

● Design, test and optimize responsive HTML email templates, including HTML coding and dynamic contentinsertion● Execute email campaigns● Developing and maintaining email lists and campaigns, including the design templates, calls-to-action,and content used in emails sent● Analyze and report deliverability, open rates, click through rates and conversion rates● Segmenting lists based on past behaviors● Accurate proofreading of all marketing materials including link testing in emails● Create HTML landing pages to support email workflow, including coding and link tracking

New York, New York, United States

● Developed and implemented an effective and personal training program for new employees● Conducted sales research on potential clients● Condensed research into packets to be delivered to the sales team● Customer Service Representative● Answered a high volume of incoming calls regarding general information about available travellingservices.● Assisted customers in booking unique tours, events, activities and other travel related services aroundthe US via online platform or over the phone.● Referred unresolved customer grievances to designated departments for further investigation.