Experience

Nokē

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Backend Developer

  • Mar 2021 - Present

• Technical Customer Service Manager

  • Oct 2015 - Present

  •Mange and answer customer concerns/questions via Phone and Email.•Efficiently relay information in regards to updates, shipping, production and expectations to the customer•Handle all customer purchases/refunds•Troubleshoot issues related to the customers product using techniques put into place by myself.•Accurately track all issues and determine which are recurring issues.•Make customers and their needs a primary focus of one's actions; developing and sustaining production customer relationships.•Following up with customers with ongoing issues. Prioritizing issues from high priority to low priority.•Effectively place internal/external notes on orders on behalf of customers request•Vet all potential fraud orders based on red flags in place.

• Outside Sales Manager

  • Mar 2018 - Jul 2022

  Work with small and large companies to find solutions with the Nokē Pro platform. A system which provides a way for business to go wireless and keyless with their security systems including Padlocks and Door Controllers with more lock solutions in the near future. • Serve as the lead point of contact for client contacts• Build and maintain strong, long-lasting client relationships• Negotiate contracts and close agreements to maximize profits• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors• Ensure the timely and successful delivery of our solutions according to customer needs and objectives• Create and implement new account manage ideas with business owners• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)• Prepare reports on account status• Collaborate with sales team to identify and grow opportunities within territory• Assist with challenging client requests or issue escalations as needed• Provide custom solutions to security management platforms within small and large businesses



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• At Home Advisor - T2

  • Mar 2014 - Jun 2015

  •Interact with customer to provide and process information in response to concerns, inquiries or general how-to’s for products.•Provide exceptional technical service through probing questions, analyzing issues, Isolating the issue and finally resolving the issue.•Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, iOS, OSX and more.•Research required information using a company Knowledge Base.•Accurately process and record all call transactions using the designated Tracking software.•Stay current with system information, changes and updates.•Deliver service and support to end-users using and operating Apple products by phone and via Remote Computer Access.•Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.•Assists in Verifying Customer Information for security purposes, and also helping when customers encounter fraud or get locked out of their accounts.•Can efficiently take notes on a computer to summarize correctly what a consumer is trying to portray so it can be easily understood at a later time.



Nexant

• United States
• Oil and Gas
• 100 - 200 Employee

• Business Processor

  • Aug 2013 - Mar 2014

  •Processes applications for Energy Efficiency Incentive/Rebate programs.•Maintain knowledge and stay up to date on company Standard Operating Procedures.•Corresponding with customers and contractors about application information.•Answers phone calls for customers in reference to multiple energy efficiency programs.•Place outbound phone calls to potential clients of Nexant to gauge interest on different company campaigns.•Ensures the company meets or exceeds client expectations through attention to detail, identification and promotion of effective processing procedures, and ensuring adequate quality control checks are properly performed.•Implements coaching and shares best practices related to application processing and customer service.•Plays a key role in entering information and maintaining the accuracy of data contained in company tools.•Regular office duties include filing, copying, faxing, typing, emails, etc.



Apex Logistics Group

• United States
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• Carrier Representative

  • Feb 2012 - Aug 2013

  •Planned routes and load scheduling for multi-drop deliveries.•Helped devise, train and implemented a new employees into our program.•Allocated and recorded resources and movements on the transport planning system.•Ensured all partners in the supply chain are working effectively and efficiently to ensuresmooth operations.•Communicated effectively with clients and responded to their requirements.•Booked sub-contractors and ensuring they deliver within agreed terms.•Directed all transportation activities through myself and upper management•Negotiated and bargained transportation prices.•Contained and/or reduced cost and drives productivity within the department.•Dealt with customer issues regarding pay, complains, late shipments, etc...•Confronted rate change issues by implementing transport strategies and solutions.•Assisted in preparing contracts and sales proposals for customers.•Established reports to track products throughout the United States and develop customercontacts.



eBayAssist members concerns by taking inbound calls and making follow up outbound calls while stayin

• CSR / Fraud Risk

  • Oct 2010 - Feb 2012

  •Assist member concerns via inbound/outbound calling.•Achieve a one call resolution while staying professional and providing top notchcustomer service.•Built rapport with the customer by staying active on the phone and making eachphone call a personalized experience.•Follow the call workflow set in place by upper management to give the bestcustomer experience possible.•Review accounts for potential fraud and take the appropriate action.•Actively search for and remove counterfeit items from the site and take action onmember accounts who violate policy.•Educated members on their account and assist with any technical support andescalate any site issues to our technical team.•Handled escalation/supervisor calls within the company while being professional andusing de-escalation techniques.•Dealt with customers concerns over bills and charges, handled credits andpayments over the phone.•Handled eBay buyer/seller disputes through the eBay Buyer Protection Program.•Remained Impartial to both parties and thoroughly looked through all evidence todecide on buyer/seller disputes.



Best Buy

• Retail
• 700 & Above Employee

• Wireless Consultant

  • Mar 2007 - Oct 2010

  •Achieve and exceed personal sales and profit goals.•Engaged and educated customers through product demonstration based on their needs.•Built a loyal customer base by creating long-term relationship.•Staying up to date on the latest date/entertainment technology and devices.•Interacting to provide prompt, friendly and courteous service to customer in person and on the phone.•Responsible for the cash transactions, inventories and other assets of the store.•Provided Personalized service and exceptional expertise for customers.•Handled all aspects of the sale including: Customer contracts and warranties, customerpayment, cash and credit card/check transactions.•Developed, maintained and communicated strong, up-to-date knowledge of wireless products, accessories, pricing plans and service features.