Erik Wantland

Director Of Support at Copper
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Contact Information
us****@****om
(386) 825-5501
Location
Phoenix, Arizona, United States, US
Languages
  • English Native or bilingual proficiency
  • Korean Elementary proficiency
  • Spanish Elementary proficiency

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Bio

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Credentials

  • Introduction to NFTs: Non-fungible Tokens
    LinkedIn
    Nov, 2021
    - Nov, 2024
  • Blockchain Basics
    LinkedIn
    May, 2021
    - Nov, 2024
  • Private Helicopter Pilot
    Federal Aviation Administration
    Sep, 2020
    - Nov, 2024
  • HIPAA HITECH Privacy for Business Associates
    Inspired eLearning, LLC.
    Jun, 2014
    - Nov, 2024

Experience

  • Copper
    • United States
    • Software Development
    • 1 - 100 Employee
    • Director Of Support
      • Mar 2021 - Present

      • Responsible for the Copper Support organization which includes a team of Support Engineers, Tier 1, and Tier 2 Support• Develop reporting and analytics to ensure proper Support coverage 7 days a week (this includes managing the hours of a team overseas)• Prepare Support to scale quickly as the overall business continues to grow• Create processes and identify knowledge gaps to increase the quality of Support for Copper customers • Responsible for the Copper Support organization which includes a team of Support Engineers, Tier 1, and Tier 2 Support• Develop reporting and analytics to ensure proper Support coverage 7 days a week (this includes managing the hours of a team overseas)• Prepare Support to scale quickly as the overall business continues to grow• Create processes and identify knowledge gaps to increase the quality of Support for Copper customers

  • Follow Up Boss
    • United States
    • Software Development
    • 1 - 100 Employee
    • Head of Customer Experience
      • Jun 2017 - Mar 2021

      • Responsible for on-boarding, continued education, and platform support for Follow Up Boss customers• Lead a remote customer/technical support team• Develop processes to improve the overall experience for Follow Up Boss customers• Scale the support team efficiently as Follow Up Boss grows • Responsible for on-boarding, continued education, and platform support for Follow Up Boss customers• Lead a remote customer/technical support team• Develop processes to improve the overall experience for Follow Up Boss customers• Scale the support team efficiently as Follow Up Boss grows

  • WP Engine
    • United States
    • Information Technology & Services
    • 700 & Above Employee
    • Enterprise Support Manager
      • Feb 2015 - Jun 2017

      • Lead a technical team of 15 people that delivered a differentiated & world-class support experience• Played a key role in moving WP Engine to a 24/7/365 chat, phone, and ticket support model• Worked with other Support Leaders to capacity plan, maintain appropriate staffing levels and manage escalations• Co-owned critical process/procedure improvement and creation in the Support department• Worked with multiple departments within WP Engine to meet Service Level Agreements (SLAs) and customer satisfaction goals

  • Kinnser Software (now part of WellSky)
    • United States
    • Hospitals and Health Care
    • 1 - 100 Employee
    • Technical Support Manager
      • Jun 2014 - Feb 2015

      Supervisor for a team of 12-15 Technical Support representatives. Responsibilities include training, coaching and development, communication with product management and development on outstanding issues or enhancements, and quality assurance of calls to ensure that customers are provided with the best possible customer service. Supervisor for a team of 12-15 Technical Support representatives. Responsibilities include training, coaching and development, communication with product management and development on outstanding issues or enhancements, and quality assurance of calls to ensure that customers are provided with the best possible customer service.

  • Office Ally
    • United States
    • Software Development
    • 100 - 200 Employee
    • Technical Support Manager
      • Feb 2011 - Jun 2014

      Managed the Technical Support Team and was responsible for training and troubleshooting on Office Ally's web based medical software. This team was the largest department in the company and consistently exceeded not only the customer's expectations but the expectations of our peers as well. Managed the Technical Support Team and was responsible for training and troubleshooting on Office Ally's web based medical software. This team was the largest department in the company and consistently exceeded not only the customer's expectations but the expectations of our peers as well.

  • Stream Global Services
    • United States
    • Outsourcing/Offshoring
    • 700 & Above Employee
    • Technical Support Sales Professional
      • Feb 2010 - Feb 2011

      Floor supervisor for over 100 call center representatives on the call floor. First point of contact for all technical questions and escalations. Received incoming calls from Hewlett Packard's customers requiring resolution for technical issues with their computers, monitors, and/or network. Floor supervisor for over 100 call center representatives on the call floor. First point of contact for all technical questions and escalations. Received incoming calls from Hewlett Packard's customers requiring resolution for technical issues with their computers, monitors, and/or network.

  • Subway
    • Restaurants
    • 700 & Above Employee
    • Shift Supervisor, Sandwhich Artist
      • Sep 2009 - Feb 2010

      Supervised and closed the store during the evening hours. Accounted for all cash/credit card payments at the end of the night. Prepped and cleaned the store to prepare for the morning crew. Supervised and closed the store during the evening hours. Accounted for all cash/credit card payments at the end of the night. Prepped and cleaned the store to prepare for the morning crew.

  • Boston Pizza Restaurants, LP.
    • United States
    • Restaurants
    • 700 & Above Employee
    • Waiter, Expo
      • Jan 2008 - Jun 2009

      Served 50+ customers a night in a fast paced environment using skills in customer service, multi-tasking, and sales to make each customer's experience unforgettable. Served 50+ customers a night in a fast paced environment using skills in customer service, multi-tasking, and sales to make each customer's experience unforgettable.

  • Light On Solutions LLC
    • Web and Graphic Designer
      • Oct 2006 - Jan 2008

      Worked for Light On Solutions as a Web and Graphic Designer. Worked for Light On Solutions as a Web and Graphic Designer.

  • Red Robin
    • United States
    • Restaurants
    • 700 & Above Employee
    • Expo, Busser, and Host
      • Feb 2007 - Sep 2007

      Worked for Red Robin as a Expo, Busser, and Host. Worked for Red Robin as a Expo, Busser, and Host.

  • Warm Beach Camp & Conference Center
    • United States
    • Religious Institutions
    • 1 - 100 Employee
    • Waiter
      • Sep 2004 - Sep 2006

      Worked for Warm Beach Camp on their Food Service Staff. Worked for Warm Beach Camp on their Food Service Staff.

Education

  • Canyon State Aero
    Helicopter Flight School
    2019 - 2021
  • Skagit Valley College
    MIT, Multimedia and Interactive Technology
    2006 - 2008
  • Stanwood High School
    Diploma, General Education
    2004 - 2008

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