M. Trey Sofka Email & Phone Number

Orlando, Florida, United States

- Supervise a team of agents using email, chat, and phone support to rapidly resolve issues and inquiries, exceed expectations, and deliver outstanding support to our growing community of avid sports fans.- Coach, manager and develop customer operations agents and leads, including weekly 1-2-1 meetings.- Handle escalated calls from fans and assist with volume during peak periods or when system problems arise.- Responsible and accountable for team’s performance, including analyzing KPIs to ensure required support volume and quality of interactions are met.- Identify opportunities for operational improvements and implement solutions.- Work cross-functionally with the other departments to support various business needs.- Train support agents on standard policies and procedures, while coaching them to think creatively and passionately about ways in which we can make every user interaction meaningful and provide the best gaming experience possible.- Use technical ability to master and teach our internal admin systems, review accounts, troubleshoot bugs, and resolve issues.- Conduct performance appraisals and develop employee improvement plan- Spearhead sharing user insights and trends to all areas of the business including product, marketing, and operations.- Quarterback critical site issues and escalate to the proper channels to ensure a speedy resolution.

- Field inbound customer phone, chat and email inquiries- Listen and understand customer needs and concerns- Identify technical issues and use appropriate troubleshooting steps leading to resolution- Keep detailed documentation on customer interactions & handle customer requests and provide appropriate solutions and alternatives- Manage customer expectations regarding estimated response times for issue resolution - Identify opportunities for improvement and contributes to solutions to enhance workflow efficiency and enhance the customer’s experience

Greater Nashville Area, Tn

- Partnered with 20+ different wholesale stores throughout Middle Tennessee like Dick’s Sporting Goods, Academy Sport and Outdoor, Kohl's, Bass Pro Shops and small independent run shops to train the store teams about new product and foundational apparel and footwear technology- Spearheaded the Field Marketing Consumer Insights launch within the Field Marketing program to provide field insights from athletes and stores to various internal departments within UA- Developed and maintained cross-functional partnerships throughout the company via networking, internal development initiatives I created, and various co-piloted projects- Direct accountability for launching products and served as an extension of product marketing while teaching products in store and at selected events, leading to sales and improved brand perception.- Established best practices for data collection, data synthesis and analyzation, identifying themes and trends, and presenting the data in the form of bi-weekly reports for internal teams to leverage in their respective roles - Worked on several internal-facing Competitor Insights projects that focused on what different competing brands are doing in the Athletic Apparel space and how UA can effectively position itself with the industry- Worked on a variety of initiatives with the Learning & Development team to create impactful product training decks for teammates and store partners nationwide to leverage in the field to ultimately drive brand awareness, sales and brand loyalty- Served as an Under Armour brand liaison for a Finish Line corporate trip, responsible for representing the brand in a positive light to one of the largest mall footwear accounts in the country

Fort Lauderdale, Florida

- Partnered with 5 different Dick’s Sporting Goods stores throughout the Tampa, FL market to drive sell through of key product categories and new product releases- Executed all marketing and visual merchandising directives and elevated the Under Armour brand in select store accounts- Trained store teams and educated customers on the brand, new products and foundational technologies in apparel and footwear

Orlando, Florida

- Provided customer service through email and phone calls for all website and B2B orders for a regional startup in Central Florida- Fulfilled and ensured accuracy of all B2C, B2B and custom team orders - Facilitated inventory control and up-to-date record keeping of raw, work-in-progress, and finished goods

Melbourne, Florida Area

Coordinated volunteers and delegated tasks to ensure the successful execution of operations & logistics races, marathons, and triathlons.

Orlando, Florida Area

- Part of a collaborative team that used email, chat, and phone support to rapidly resolve issues and inquiries, exceed expectations, and deliver outstanding support to a growing community of avid fantasy sports fans- Help share user insights and trends to all areas of the business including product, marketing, and operations- Monitored for critical site issues and escalated to proper channels to ensure a speedy resolution

Orlando, Florida Area

- Ensured that store associates are up to date on training modules- Prepared yearly reviews for eligible associates and provided constructive feedback- Supervised workflow and efficiency of 20+ employees daily and communicated with hourly associates efficiently using standard company protocols and procedures. - Executed in-store marketing and pricing signage updates while monitoring sales trends, pivoting when needed based on seasonal needs and inventory levels

Orlando, Florida Area

- Maintains accurate inventory controls by categorizing merchandise in bins by department, labeling overstock merchandise, scanning merchandise daily, adjusting inventory levels in the perpetual inventory system, and executing Company programs. - Utilizes handheld scanner to identify items needed on the salesfloor and retrieves merchandise from inventory bins, occasionally utilizing a ladder or power equipment, such as a power jack or sky lift.

Orlando, Florida Area

Assisted with operations and logistics of behind the scenes work for the show "The Morning Drive". Involved with movement of sets, wiring of microphones for on air talent, and any additional assistance to the production staff.