Robin Terra
Customer Service Lead at Minted- Claim this Profile
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Bio
Brad Moore
I have known Robin for over 17 years, both personally and professionally. Robin first came to work for us at Shutterfly as a seasonal temporary worker, however early on he distiguished himself as a valued asset. Right at the start you could tell he had a way with customers. Whether the customer was asking a simple question or upset/frustrated due to a problem, Robin provided exceptional care that almost always won the customer over. In fact he got so good at handling difficult and complicated customers, that he basically took over handling those types of escalations from other agents. If somebody in the office had an extremely upset customer, they knew to transfer it to Robin to get handled properly. Over the years Robin's role expanded from temporary worker, to full-time agent, to lead, then to supervisor, where he was overseeing our Corporate Customer Service team. Robin had the respect of his employees and was a fantastic manager. He managed all aspects of the department, including recruiting, hiring, training, payroll and day-to-day management. In 2013 when I was tasked to create our Voice of the Customer team (which was started to provide better communication channels between Customer Service and other departments at Shutterfly), I felt that Robin was a natural fit. After a few discussions, he agreed to join my team and support our relationship with our mobile app group. In 2013 our mobile initiatives were just starting to take off and Robin immediately went to work. He developed key relationships with the various members of the mobile team (product managers, engineers, QA, etc.) and dove into the incoming data we were getting from our customers. He took that data and worked tirelessly to improve the user experience for both our apps and mobile browser. Robin has all the intangibles that a company could ask for - he is conscience, smart, passionate, creative and a fantastic colleague. I know that he is up for any challenge that comes his way.
Erik Weitzman
As Voice of the Customer leader for Shutterfly Mobile, Robin has been a tireless customer advocate, a collaborative business partner and key contributor to the success of Shutterfly’s mobile apps. Robin has his finger on the pulse of what customers are experiencing. He has expert knowledge of the product and broader service. He both escalates and helps prioritize resolution of issues but also proactively guides the team to anticipate and avoid problems. He stays unflappably cool when issues arise, drives urgency, and helps thoughtfully and systematically make things right for customers. And he deeply cares about people – both our customers and the team. I’m grateful to have had Robin as a partner and hope to work with him again.
Brad Moore
I have known Robin for over 17 years, both personally and professionally. Robin first came to work for us at Shutterfly as a seasonal temporary worker, however early on he distiguished himself as a valued asset. Right at the start you could tell he had a way with customers. Whether the customer was asking a simple question or upset/frustrated due to a problem, Robin provided exceptional care that almost always won the customer over. In fact he got so good at handling difficult and complicated customers, that he basically took over handling those types of escalations from other agents. If somebody in the office had an extremely upset customer, they knew to transfer it to Robin to get handled properly. Over the years Robin's role expanded from temporary worker, to full-time agent, to lead, then to supervisor, where he was overseeing our Corporate Customer Service team. Robin had the respect of his employees and was a fantastic manager. He managed all aspects of the department, including recruiting, hiring, training, payroll and day-to-day management. In 2013 when I was tasked to create our Voice of the Customer team (which was started to provide better communication channels between Customer Service and other departments at Shutterfly), I felt that Robin was a natural fit. After a few discussions, he agreed to join my team and support our relationship with our mobile app group. In 2013 our mobile initiatives were just starting to take off and Robin immediately went to work. He developed key relationships with the various members of the mobile team (product managers, engineers, QA, etc.) and dove into the incoming data we were getting from our customers. He took that data and worked tirelessly to improve the user experience for both our apps and mobile browser. Robin has all the intangibles that a company could ask for - he is conscience, smart, passionate, creative and a fantastic colleague. I know that he is up for any challenge that comes his way.
Erik Weitzman
As Voice of the Customer leader for Shutterfly Mobile, Robin has been a tireless customer advocate, a collaborative business partner and key contributor to the success of Shutterfly’s mobile apps. Robin has his finger on the pulse of what customers are experiencing. He has expert knowledge of the product and broader service. He both escalates and helps prioritize resolution of issues but also proactively guides the team to anticipate and avoid problems. He stays unflappably cool when issues arise, drives urgency, and helps thoughtfully and systematically make things right for customers. And he deeply cares about people – both our customers and the team. I’m grateful to have had Robin as a partner and hope to work with him again.
Brad Moore
I have known Robin for over 17 years, both personally and professionally. Robin first came to work for us at Shutterfly as a seasonal temporary worker, however early on he distiguished himself as a valued asset. Right at the start you could tell he had a way with customers. Whether the customer was asking a simple question or upset/frustrated due to a problem, Robin provided exceptional care that almost always won the customer over. In fact he got so good at handling difficult and complicated customers, that he basically took over handling those types of escalations from other agents. If somebody in the office had an extremely upset customer, they knew to transfer it to Robin to get handled properly. Over the years Robin's role expanded from temporary worker, to full-time agent, to lead, then to supervisor, where he was overseeing our Corporate Customer Service team. Robin had the respect of his employees and was a fantastic manager. He managed all aspects of the department, including recruiting, hiring, training, payroll and day-to-day management. In 2013 when I was tasked to create our Voice of the Customer team (which was started to provide better communication channels between Customer Service and other departments at Shutterfly), I felt that Robin was a natural fit. After a few discussions, he agreed to join my team and support our relationship with our mobile app group. In 2013 our mobile initiatives were just starting to take off and Robin immediately went to work. He developed key relationships with the various members of the mobile team (product managers, engineers, QA, etc.) and dove into the incoming data we were getting from our customers. He took that data and worked tirelessly to improve the user experience for both our apps and mobile browser. Robin has all the intangibles that a company could ask for - he is conscience, smart, passionate, creative and a fantastic colleague. I know that he is up for any challenge that comes his way.
Erik Weitzman
As Voice of the Customer leader for Shutterfly Mobile, Robin has been a tireless customer advocate, a collaborative business partner and key contributor to the success of Shutterfly’s mobile apps. Robin has his finger on the pulse of what customers are experiencing. He has expert knowledge of the product and broader service. He both escalates and helps prioritize resolution of issues but also proactively guides the team to anticipate and avoid problems. He stays unflappably cool when issues arise, drives urgency, and helps thoughtfully and systematically make things right for customers. And he deeply cares about people – both our customers and the team. I’m grateful to have had Robin as a partner and hope to work with him again.
Brad Moore
I have known Robin for over 17 years, both personally and professionally. Robin first came to work for us at Shutterfly as a seasonal temporary worker, however early on he distiguished himself as a valued asset. Right at the start you could tell he had a way with customers. Whether the customer was asking a simple question or upset/frustrated due to a problem, Robin provided exceptional care that almost always won the customer over. In fact he got so good at handling difficult and complicated customers, that he basically took over handling those types of escalations from other agents. If somebody in the office had an extremely upset customer, they knew to transfer it to Robin to get handled properly. Over the years Robin's role expanded from temporary worker, to full-time agent, to lead, then to supervisor, where he was overseeing our Corporate Customer Service team. Robin had the respect of his employees and was a fantastic manager. He managed all aspects of the department, including recruiting, hiring, training, payroll and day-to-day management. In 2013 when I was tasked to create our Voice of the Customer team (which was started to provide better communication channels between Customer Service and other departments at Shutterfly), I felt that Robin was a natural fit. After a few discussions, he agreed to join my team and support our relationship with our mobile app group. In 2013 our mobile initiatives were just starting to take off and Robin immediately went to work. He developed key relationships with the various members of the mobile team (product managers, engineers, QA, etc.) and dove into the incoming data we were getting from our customers. He took that data and worked tirelessly to improve the user experience for both our apps and mobile browser. Robin has all the intangibles that a company could ask for - he is conscience, smart, passionate, creative and a fantastic colleague. I know that he is up for any challenge that comes his way.
Erik Weitzman
As Voice of the Customer leader for Shutterfly Mobile, Robin has been a tireless customer advocate, a collaborative business partner and key contributor to the success of Shutterfly’s mobile apps. Robin has his finger on the pulse of what customers are experiencing. He has expert knowledge of the product and broader service. He both escalates and helps prioritize resolution of issues but also proactively guides the team to anticipate and avoid problems. He stays unflappably cool when issues arise, drives urgency, and helps thoughtfully and systematically make things right for customers. And he deeply cares about people – both our customers and the team. I’m grateful to have had Robin as a partner and hope to work with him again.
Experience
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Minted
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United States
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Internet Publishing
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300 - 400 Employee
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Customer Service Lead
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Sep 2022 - Present
• Supervised team of ~100, advising/coaching reps on customer concerns and conducting team admin duties (scheduling, productivity tracking, WFM.) • Supervised team of ~100, advising/coaching reps on customer concerns and conducting team admin duties (scheduling, productivity tracking, WFM.)
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Shutterfly
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United States
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Software Development
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700 & Above Employee
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Voice of the Customer Manager
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Jun 2015 - Feb 2021
• Primary Point of Contact for the Customer Service team with mobile development team (GM, PM, Engineering), collaborating with teams in the US, Israel, Bulgaria and Ukraine.• Built contact reporting process for customer mobile feedback: - Developed Mobile contact categorization for agents to use when assisting mobile customers - Analyzed mobile feedback and contributed detailed reporting to our mobile development team and cross-functional partners• Managed a Shutterfly analyst who provided regular reporting on contact trends, opportunities and conducted ad-hoc research and analysis.• Worked closely with the Shutterfly Mobile General Manager to develop an escalation process for revenue impacting issues and bugs.• Advised Product Managers on mobile functionality and Customer Service tools/training needs for new and existing products. Participated in regular Engineering testing to ensure a smooth implementation.• Source of knowledge for and supported a wide range of mobile operating systems (ie Apple, Android, Windows) and mobile devices (ie iPhone, iPad, Android phones/tables, Microsoft Surface, etc.).• Wrote mobile FAQs for all mobile devices. Helped develop new help center for our mobile app, including mapping needed topics and drafting details for article creation.• Contributed to development and implementation of a new chat support channel for mobile app customers.• Part of cross-functional team that built an integrated (mobile and desktop) shopping cart. • Developed training material for Customer Care agents on various mobile topics.• Advocate for Groovebook brand: - Successfully lobbied for app features that reduced customer contact volume significantly - Identified and drove fixes for major technical issues in app code and manufacturing process Show less
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Customer Service Manager
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Jan 2013 - Jun 2015
• Developed Marketing contact categorization for agents to effectively identify marketing issues and trends.• Primary Marketing resource for Customer Service team: - Provided weekly marketing updates to the Customer Service team for upcoming promotional campaigns. - Main Point of Contact for Marketing (Consumer, Partner and Technical Marketing Ops) within Customer Service. - Developed 24/7 escalation process for Customer Service agents to report broken or problematic promotions to Marketing team. Guided issues to the appropriate group for resolution.• Developed program to identify and track marketing feedback through customer contacts, identifying issues, quantifying business impact of promotional campaigns and advising next steps/best practices.• Attended weekly strategy meetings with Marketing team to discuss upcoming promotional campaigns and the potential impact to customers.•Cataloged Terms and Conditions for all promotional offer types, identifying out-of-date and insufficient terms and establishing a living document for the Promotions team to grab nearly-ready terms for any new promo campaign. Advised Promotions team on development of clear and accurate terms and conditions.• Designed a digital promotional calendar within the Customer Service tool to aid agents in better assisting customers with promotional questions. Show less
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Customer Service Supervisor
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Aug 2010 - Jan 2013
• Supervised up to 20 Customer Service agents: - Recruitment and hiring - Developed and implemented training program for new agents. - Weekly payroll support and administration - Day-to-day management - Regular coaching with an emphasis on tone and conflict resolution - Quarterly agent evaluations • Provided on-location training and support to new call center locations. • Responsible for executive level escalations.• Liaison to between Marketing and Customer Service teams. Supplied Customer Service with promotion calendars, delivered customer feedback to Marketing team. Show less
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Customer Service Lead
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Jan 2008 - Aug 2010
• Lead escalation resource for the most complex customer support cases.• Primary Apple support.• Developed customer sales tax exemption guidelines and process with finance/tax team and oversaw implementation and ongoing support.• Liaison with our Business Development team for ongoing support of Pro Gallery, a custom storefront feature for professional and amatuer photographers. • Conducted training support for steady state and seasonal agents.• Provided on-location training and support to new call center locations. Show less
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Customer Service Agent
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Aug 2006 - Jan 2008
• Provided phone, chat and email support to customers. Topics ranged from general customer service (product creation, order placement, order status, etc.) to high level technical support.• Conducted outbound concierge service to Shutterfly Marketing affiliates. • Provided on-location training and support to new call center locations.
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Trader Joe's
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United States
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Retail
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700 & Above Employee
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Assistant Manager
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Jun 2003 - Nov 2005
• Section leader. Managed a team of crew members responsible for design and maintenance of a product section• Shift manager: - Managed opening and closing shifts (crews stocked a portion of the store on a tight schedule) - Office/administrative (cash management, POS system management) - Floor management, customer service• Community manager. Managed donation requests, organized community engagement (parades, festivals)• Hiring• Training
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Crew Member
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Sep 2001 - Jun 2003
• Product order writer• New-hire trainer• Cashier• Part of a crew that built new location (interior construction, merchandising design, new hire training)
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Bank of America
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United States
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Banking
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700 & Above Employee
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ATM technician
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Jan 2000 - Jun 2001
• Fixed moderate technical issues with ATM machinery (cash and card jams, system failures, connectivity issues) • Aesthetic maintenance • Fixed moderate technical issues with ATM machinery (cash and card jams, system failures, connectivity issues) • Aesthetic maintenance
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Pacific Flame Glass Works
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United States
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Glass, Ceramics and Concrete Manufacturing
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Apprentice glassblower
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1996 - 1999
• Assisted in the production of custom medical-grade scientific glass instruments using a variety of glasswork techniques. • Shipping, receiving, local deliveries • Shopkeeping, machinery maintenance • Assisted in the production of custom medical-grade scientific glass instruments using a variety of glasswork techniques. • Shipping, receiving, local deliveries • Shopkeeping, machinery maintenance
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Education
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1997 - 1999
Merritt College
American History (United States) -
1999 - 2001
Mt. San Antonio College
American History (United States)
Community
