Sam Hoy Email & Phone Number

Atlanta, Ga, Us

Remote

Remote

Remote

Supported no-code automation platform with in-depth web application and API knowledge. Customer satisfaction consistently over 90%.

Atlanta, Georgia

Contract role with the Vendor Collaboration team working to onboard teams into a multi-brand Zendesk instance.

Greater Atlanta Area

Start-up environment focusing on Email Playground, a distributed email marketing platform integrating with IBM's Watson Campaign Automation platform (formerly Silverpop). High-touch, high-demand customer support and customer account management, including troubleshooting PHP-based SaaS platform, email deliverability, SQL databases, WCA integrations, as well as documentation and training. Email-based support via Zendesk and direct customer success management via regular status calls.Zendesk administrator, tasked with auditing end-user and agent data, configuring macros and triggers, managing groups and assignment rules, pulling detailed reporting via web and API.Writing QA test plans and performing manual regression testing of SaaS platform.Internal operational needs such as evaluating project management software and providing assistance to development, sales, professional services, and leadership teams.

Atlanta, Ga

High-demand customer support and troubleshooting for associations and nonprofits using a SaaS platform incorporating content management, database, emailing, forms, and financials. Phone and email-based support via Zendesk. Administered a multi-tenanted Zendesk environment.Contributed to internal training and documentation to increase the support team's fluency with email deliverability, using SendGrid tools for assisting with email concerns, HTML for web and email, and working with Rackspace email administration.

Atlanta, Ga

Customer support for Enterprise level customers for an email platform including on-premise software, database connections, cloud-based analytics and account management, and API usage. Customer account management, troubleshooting, and email best practices provided via phone and email helpdesk (Zendesk). Zendesk administrator, tasked with building Help Center documentation for end-users and internal knowledge sharing, configuring macros and triggers, pulling detailed reporting via web (including Insights tool) and API, setting up and managing integrations.Built customer-facing user documentation, including authoring articles on email deliverability, email marketing best practices, and platform features. Analyzed email deliverability data to provide customers with deliverability guidance. Implemented customer support department procedures and documenting processes for shared internal knowledge base.

Atlanta, Ga

Led new customers through onboarding processes, including: technical setup for email authentication (i.e. DNS: DKIM, SPF), training on the marketing automation platform, guidance on best practices for email marketing, and troubleshooting assistance. Contributed to customer training curriculum as well as internal new-hire training processes.

Atlanta, Ga

Advanced Support Technical Adviser (March 2015 - February 2016): Communicated directly with Product Developers and Delivery Engineers to report bugs, provide feedback, and escalate support issues. Worked on a team of internally motivated, technically minded individuals to provide elevated customer support for advanced topic such as integrations and API troubleshooting. Developed and presented continuing education materials to Customer Support teams. Remained the primary support for WordPress plugin troubleshooting and HTML/CSS support. Contributed significantly to the creation of an internal knowledge base using the Atlassian products Confluence and JIRA. Acquired experience working with ecommerce and marketing customers, as well as platforms like Shopify, Salesforce.Junior Technical Lead (December 2014 - March 2015): Continued to aid with education during on-boarding of new employees. Managed the support forum for a WordPress plugin integration, including hands-on troubleshooting of WordPress and PHP plugin issues. Led a small group of HTML/CSS specialists proficient in MailChimp template language and troubleshooting custom code support tickets. Handled more escalated technical support tickets than in previous role.Customer Support Agent (March 2014 - December 2014): Acquired proficiency working with MailChimp application and troubleshooting user questions and concerns. Successfully and consistently met expectations for customer happiness and ticket number metrics. Became an asset for shadowing and aiding during on-boarding of new support agents.

Tallahassee, Florida Area

Small but fast-paced business in which I acted as executive and administrative assistant to the CEO and financial manager, as well as receptionist and office manager. Tasks included customer service, managing customer and vendor account information, accounts payable and receivable, creating marketing materials, handling all incoming and outgoing mail/shipments, tracking and ordering supplies, etc.

Part-time and seasonal work, high-demand customer service environment.