Zachary Gilbert Email and Phone Number

In my role as Manager of Customer Operations at COBRA Firing Systems, I lead the customer service and support teams, emphasizing enhancing customer satisfaction and improving operational efficiency. My responsibilities include developing customer service strategies, overseeing customer operations, managing budgets, and improving processes. Alongside these duties, I am also focusing on integrating AI technologies to augment our customer service capabilities and streamline operations. This involves balancing the traditional aspects of customer support with innovative AI applications to enhance the overall customer experience. My role extends to handling complex customer interactions, advocating for team development, and ensuring a culture of continuous improvement aligns with our technological advancements. I collaborate with various departments to maintain a unified customer journey, aligning with the company’s strategic goals. Regularly analyzing and reporting on both customer service performance and the progress of our AI initiatives, I contribute to key decision-making processes and the overall evolution of the company.

Lead a team of three handling 20K+ tickets yearly for over 20,000 global customers. Achieved a consistent 98%+ CSAT score. Implemented Zendesk AI to enhance SLAs and migrated platforms to optimize response times. Oversee sales and customer experience in line with company standards.

Developed marketing strategies to Increase web traffic, implemented SEO best practices using Google Analytics and Google Keyword Search, increased and analyzed engagement on social platforms (Using SproutSocial, Buffer, and HootSuite), developed email campaigns, as well as developed plans to increase brand awareness around MobileSyrup with community projects and YouTube content.

Vice President of the University of Ontario Institute of Technology's Marketing Association. In this role, I was in charge of co-ordinating a team of 6 other university students who were in charge of organizing school events to promote the marketing program.

Worked with the Splash Modelling Marketing team to develop territory maps, finding the best possible geographical region for in-store activations with some of Canada's most notable brands.

Kept the BlackBerry community up to date with what's going on at Research In Motion. My job is to write articles that BlackBerry users will find useful and help them get the most out of their BlackBerry Smartphone.

Managed a team of editors who blogged about BlackBerry smartphones, Mobile solutions, and Network IT. Connected with PR teams to get the word across the internet about their product. Also while at TheBerryFix.com I've managed to turn a start-up into one of the fastest growing BlackBerry blogs on the net. I was also in charge of developing social media plans to further the blogs reach.