Tym Andrews Email & Phone Number

Portland, Or, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

+ Career and Commerce Lead for the Queerstorian ERG

Atlanta, Georgia, Us

Everywhere, All, Us

Support Driven is a community of people in Customer Support and Success helping each other.

San Francisco, Ca, Us

San Mateo, California, Us

San Francisco, California, Us

San Francisco, California, Us

-Via chat & email, assist customers with inquiries related to the survey builder, account management, the GetFeedback Salesforce integration, & the GetFeedback API using the Salesforce CRM platform.-Respond to 35+ customers per day while maintaining an average Customer Effort Score of 97%.-Utilize applications including Jira, Salesforce, Guru, TextExpander, Droplr, Slack, Zoom, GSuite, & Stripe to provide a thorough & rapid support experience for GetFeedback customers. -Serve as a point of escalation for nuanced technical issues received by Sales, Support, & Success teams.-Aid in interviewing, training, & challenging new Support team members.-Assist in the launch of GetFeedback's chat support program by writing up useful snippets, creating documentation on chat vs. email support, & training the Support team on best practices when using chat.-Help write, maintain, & edit 150+ GetFeedback help articles via the Salesforce Communities builder.-Streamline & oversee the process of escalating & resolving customer queries that require developer intervention or bug fixes.-Work closely with the Product & Development teams to define & organize 100+ feature requests with the primary goal of advocating for customers' needs.-Provide Support specific content for the Marketing team to be added to the GetFeedback blog.

Nashville, Tennessee, Us

-Helped customers with queries including but not limited to billing, account settings, the template builder, authentication, & deliverability issues via the Salesforce CRM platform.-Wrote with a clear, personable, & empathetic voice when responding to customers, regardless of their situation or needs.-Found answers for over 30 customers per day by using various applications including Guru, Wiki, Slack, & the Campaign Monitor internal & external help pages.-Utilized applications such as TextExpander & Droplr to provide thorough, concise, & rapid answers.-Preemptively answered customer questions to improve ticket closing times & quality of response.-Communicated daily with the Support Team via Slack, email, & Lifesize.-Employed the Campaign Monitor Wiki to track & add feature requests as well as follow system bugs. -Escalated or transferred customer tickets to other teams when necessary.-Worked remotely while completing all of the aforementioned tasks.

-Oversaw registration, staffing, & programming for three SHAPE camps at two locations with over 100 children of diverse backgrounds in attendance.-Under the direction of the CEO, streamlined all communication with staff & coordinated all staff & volunteer schedules. Additionally, fielded all staff issues, questions, or concerns.-Redesigned the SHAPE NW website to be launched in 2018.-Created marketing campaigns to increase camp attendance & retention.-Utilized & mastered various programs to improve the functionality of SHAPE NW, including Squarespace, BrightWheel, RegPacks, & MailChimp.-Spent two days a week with campers running programs, teaching outdoor adventure skills, & reinforcing positive behavior practices with students & staff.-Served as the liaison to all parents & guardians through email, phone, & in-person contact. -Worked remotely three days a week to accomplish the above duties.

Westerville, Oh, Us

-Assisted with the design & implementation of orientation programming for first-year students, transfer students, & their families-Supervised 24 Orientation Leaders & two Orientation Coordinators which included teaching a weekly class-Oversaw the recruitment, selection, & training of 25 First Year Seminar (FYS) Peer Mentors while working with two Lead Peer Mentors-Created and maintained a standardized curriculum for use by the FYS Peer Mentors-Managed the entire Homecoming Court selection process while building on initiatives to create a gender-inclusive Homecoming Royalty selection process-Supported the Director of the Center for Student Involvement & Assistant Dean for Student Success in the formulation & implementation of transition & retention initiatives including, but not limited to: programming, advising, & mentoring of students

Portland, Or, Us

-Provided administrative support to the Office of Student Life by greeting guests, answering visitorinquiries, & keeping student records organized-Communicated daily with 20+ students, parents, & community members through phone & emailregarding inquiries such as student housing, health insurance, & art shows-Interviewed & hired seven work study students to work under my direction-Simultaneously managed multiple projects including work-study student assignments, staffretention initiatives, university events, & Office of Student Life marketing-Devised an End of the Year Party for 500+ students, faculty, staff, & administration includingdesigning the event & overseeing all marketing efforts-Utilized a budget of over $15,000 for vendors, entertainment, production requirements, & citypermits for the End of the Year Party-Designed the 2016 Commencement ceremony including student regalia, minute-by-minutetimelines, & venue design while working with a budget of over $30,000-Served as the main point of contact for 800+ students, & guests on the day of Commencement-Recruited a team of fourteen students to implement initiatives that instilled self-leadership &professional development through student government-Contributed to the overall retention rate of the college by creating an inclusive, diverse, &invigorating student experience through student government, student organizations, &community excursions

Seattle, Wa, Us

-Delivered the utmost in accuracy, speed, & customer connection while making beverages-Trained 10+ new baristas on drink preparation, customer service, & point of service operations-Multi-tasked regularly, including taking orders, making drinks, & greeting customers in a fastpaced environment-Supervised the store Instagram account to boost customer interaction and store loyalty.

Westerville, Oh, Us

-Planned Otterbein's Family Weekend 2014 from marketing & event paraphernalia, to schedules &post-event surveys as the Parent & Family Programs Intern-Recruited volunteers to help with various events throughout the weekend-Oversaw the function of the entire weekend and served as the main point of contact for 300+ families, students, and volunteers-Coordinated surprise Care Packages for students from their families during finals week

Westerville, Oh, Us

-Collectively guided 400+ incoming students through new student orientation and new student week-Led team builders and group activities to help students feel comfortable and relaxed as they begin their college career-Served as a liasion to parents and families during orientation Q&A sessions-Helped plan transfer student orientation by coordinating parent presentations and offering student perspectives related to the transfer process

Westerville, Oh, Us

-Interviewed, hired, & taught a brand new curriculum about Otterbein's resources, organizations,& campus to 23 Peer Mentors while serving as a Lead Peer Mentor-This curriculum was taught in every First Year and Transfer Year seminar class to help acquaint new students with the college experience and specifically Otterbein's resources-Awarded "Excellence in Leadership: First Year Student Advocacy" for my work as a Lead Peer Mentor

Columbus, Ohio, Us

-Began as a Sales Associate and was promoted to Lead Cashier after two months-Supervised all employees behind the sales register and rewarded or helped the employees as needed-Supported cashiers by answering customer questions and assisted in the training of new cashiers-Managed product returns and special transactions-Provided quality customer service and a positive store experience while continually increasing sales and number of transactions

Bachelor Of Arts (B.A.), Communication, General

Bachelor Of Arts (B.A.), Vocal Performance And Dance Theater