Jeff Terrell Email & Phone Number

San Mateo, Ca, Us

Motivating and managing GoPro's global Customer Support team, with a focus on delivering strategic and operational excellence built on a customer-centric foundation▪ Efficiency and Effectiveness: Enhanced GoPro’s self-service support tools, including chatbots, help articles, and online communities, resulting in substantial SEO improvements and reduced live agent support costs.▪ International Impact: Extended the global reach of GoPro’s Support operations and increased the number of languages supported by optimizing our operations in the Philippines, China, and Portugal, and by launching a new support center in Egypt.▪ Customer Insights: Launched GoPro’s Voice of the Customer program, sharing customers’ feedback and insights with all key Product, Marketing, and Sales teams to drive product, program, and process improvements.▪ Revenue Generation: Currently leading GoPro's inside sales team, and developed and implemented a separate support-to-sales promotion strategy, both of which continue to deliver substantial and sustained incremental revenue.

San Mateo, Ca, Us

Drove innovative projects that created and grew an engaged community of GoPro customers.▪ Community Growth: Expanded GoPro’s member-to-member support community, generating monthly savings by reducing support contacts.▪ Social Media Strategy: Formulated and implemented the social media response strategy for Customer Support questions and issues across Twitter and Facebook, as well as directly on Amazon and other marketplace platforms.▪ Analytics: Launched extensive metrics tracking systems to assess customer community health, identify growth opportunities, and link results to quantifiable business impacts.

San Jose, Ca, Us

Organized all customer-facing community engagement functions, including eBay’s selling-focused community, live engagement and educational events, eBay’s customer advisory panel, and customer insights reporting.▪ Systems Improvement: Relaunched the eBay Community discussion board platform across fourteen eBay sub-domains in twelve countries.▪ Customer Insights: Managed all aspects of eBay's customer advisory panel program (eBay Voices), including recruiting and orienting new members and collaborating with internal teams to evaluate new concepts and programs.▪ Influencer Network: Developed a network of social media and community influencers to gather customer insights and communicate company messages effectively.

San Jose, Ca, Us

Directed seller engagement programs within eBay's Corporate Communications and Public Relations functions.▪ Event Management: Produced eBay’s signature live customer events, eBay: On Location, and identified efficiencies that significantly reduced the program's costs while continuing to meet or exceed all attendance, educational, and participant evaluation targets.▪ Media Relations: Served as the primary media/Public Relations representative for seller-related issues, including policy change announcements, identification of customer advocates for media opportunities, and emergency communications.

London, England, Gb

Responsible for all internal communications functions for the Americas region across all three sales channels – retail, e-commerce, and direct sales.▪ Brand Communications: Developed and delivered a comprehensive three-country employee/consultant communications strategy for the global brand relaunch that incorporated live and online presentations, video productions, and self-contained brand training kits.

Orlando, Florida, Us

Oversaw all internal communications functions, employee events and services, and recognition programs throughout the resort.▪ Launch Campaigns: Partnered with Marketing and Public Relations teams to develop internal and external media campaigns to support the launch of resort events, including the media launches of Harry Potter, The Simpsons, Fear Factor, and Shrek-based theme park attractions.▪ Innovative Communications: Created new internal communications channels, including an expanded SharePoint Intranet portal, an internal closed-circuit cable channel, and an automated radio station.

Orlando, Florida, Us

Developed and delivered a focused Human Resources presence for the Universal Studios Japan theme park project team.▪ Employee Management: Led the Human Resources operations in Osaka during the construction and opening phases of the Universal Studios Japan theme park resort.

Burbank, Ca, Us

Administered all employee relations, organizational and employee development, and staffing operations.▪ Performance Management: Developed and implemented competency-based performance planning and assessment programs.▪ Staffing Efficiency: Increased recruiting and staffing productivity, resulting in a reduction in time-to-fill and an improved new employee retention rate.

Burbank, Ca, Us

Coordinated Diversity functions, focusing on building and managing relationships with business schools and MBA associations, including recruitment events, alliances, and programs.▪ MBA Recruiting: Assisted in placing MBA students in internships and permanent positions across all of Disney’s business units.

Burbank, Ca, Us

Assisted with recruiting and staffing functions.▪ Online Innovation: Represented the division in the launch of Disney’s first online job posting system.

B.A.

M.A., Communications