Wayde Anderson Email & Phone Number

Pleasanton, California, United States

Pleasanton, California, United States

San Francisco, California, United States

Pleasanton, Ca

CoolSculpting Aesthetics a subsidiary of Allergan• Responsible for performing all duties in compliance with FDA’s Quality System Regulation (QSR), ISO13485, the Canadian Medical Device Regulations, and all other international regulatory requirements.• Fielded inbound calls from patients regarding post-market experience. Identified and routed adverse events to Product Surveillance for further investigation. • Supported general inquiries regarding treatment protocols and company information in compliance with our current regulatory guidelines.• Responsible for providing phone support to potential patient and physician customers for our Direct-to-Consumer (DTC) advertising campaigns.• Handled calls and emails from new and existing patients and physicians regarding a variety of requests.• Answered inbound inquiries while clarifying desired information; researching, locating, and providing information.• Resolved problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems. • Logged calls and tracked information into Salesforce.com.• Provided our clients with “world-class" customer service experience.• Placed calls to physician accounts to ensure a successful handoff of potential patients for scheduling consultations.• Enhanced the company reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

San Francisco

• Provided level 1 and 2 software support and training to beginner and professional photographers.• Troubleshot newly launched DxO ONE camera.• Improved team efficiency through anticipation of need, and creation of globally used macros, shortcuts, training articles, and processes.• Excellent customer skills, able to diffuse angry customers turning them into happy life-long customers.• POC for escalated one-off customer issues requiring special hand-holding skills.• Created technical support documentation, including online help pages, knowledge base, and FAQ's.• Bug tracking management using JIRA.• Created and managed RMA’s for exchange or refund from website purchase or from online retailer.• Wrote and managed User Guides across all software and hardware products.• Managed Social Media across Forums, Facebook, Twitter, and Instagram utilizing Sprout Social management tool.

San Francisco

Managed and supported E-commerce Consumer Goods site for major entertainment corporate clients: HBO, Showtime, TCM, FOX, Bravo, and FX to name a few. This included weekly touch-base meetings with corporate clients to cover current issues and how best to resolve including follow-up.Supervised in-house team of 6 CS agents and external call-center. Managed and lead weekly QA CS meetings with our corporate customers and call-center to cover daily topics of concern and report them to various departments as needed. Tier II support management from both internal and external support agents. Was POC for all internal and corporate escalations. Cross-functional duties including but not limited to: engineering, marketing, vendor operations, and merchandising – (all-hands-on-board work ethic)Supervised and handled escalated VIP tickets requiring special Top-Tier support.Crafted technical support documentation, including online help pages, FAQ's, and KB content.Managed internal fraud queue manually and using SIFT software. This also included managing and defending chargebacks as they related to fraud using Digital River software. Reported out weekly fraud and returns stats to managers. I was able to bring fraud down from over 10K per month to under 1K, first to achieve an amount so low.Managed RMA Queue for internal and external issues with clients and vendors.

San Francisco

• Supported the Snapfish.com digital photo hosting website.• Managed escalated issues from Level 1 customer support representatives. • Coordinated tracking and resolution of back-end operations issues with site-ops. • Created technical support documentation, including online help pages, knowledge base, and FAQ's.• Hands on support with marketing department for ad copy accuracy and disclaimer compliance.• Coordinated bug triage on website issues and propose resolutions with senior management and product managers.• Handled fraud queue and check flagged accounts for fraudulent activity both credit cards and product credits.• POC for executive escalations, outside partner managers, senior CS representatives, vendors, and customers.• Email tracking system: RN.• Supervised Snapfish call center in Hyderabad, India.• Managed staffing levels within tight budget constraints. • Remote and on-site training, management, and QA of 25 call center agents, • Supervised relocation of call-center from US to India.• Familiar with IVR’s and ACD’s.• Managed customer satisfaction (CSAT) and service level agreement (SLA) process.• Managed budget forecasts for call center staffing hours.

San Francisco

• Provided technical assistance for customers, including troubleshooting and problem solving • Analyzed ongoing trends and issues, and tracked and reported product and tool issues to production and technology groups • Wrote technical support documentation, including online help pages, FAQ's, and knowledge base content • Trained support staff and managed internal and external processes and issues • Acted as support POC for the following tools: Finance, Local, My NBCi, Promotions, Search and Directory, News, and Health • Resolved all customer billing issues for NBCi’s "Pay to Promote" directory listing subscription service