Mike Phillips

SaaS Customer Support Supervisor (Dec 2022 - Apr 2023)

• Identified and resolved customer service and product control issues to minimize adverse effects to management and business direction.
• Analyzed reports, call monitoring, surveys and vendor relations to refine and maintain workflows and procedures,
• Held weekly 1:1 meetings with my team of five Customer Support Reps to identify and manage specific support analytics.
• Provide leadership, coaching and training for 20+ Customer Support reps. Lead trainer for all new Customer Support hires including Junior, Senior Reps, and Supervisors.

SaaS Junior/Senior Customer Support Rep. (Nov 2021-Dec 2022)

• Respond to customer queries in timely and accurate methods via chat and email.
• Manage Tier 2 Billing and Internal Support inboxes with excellent communication skills and friendly demeanor.
• Handle support escalations and user issues, provide appropriate solutions and alternatives.
• Effectively troubleshoot hardware and software issues for end-users and analyze and report product malfunctions.

• Worked as the primary line of contact for retailers, sales reps, distributors and customers
• Communicated the brand's vision through customer care initiatives
• Responsible for all warranty and customer care related duties and fulfillment
• Responsible for for picking and packing, then fulfilling all online, athlete, and AO orders
• Drove customer escalations to resolution by engaging directly with clients.
• Communicated with customers via Social Media to answer questions and to promote and sell products
• Created cost analysis, budgets, feasibility analysis and other analytical tasks
• Increased sales from various channels.

• Provide technical support for audio electronics via e-mail and live chat
• Manage specific inbox folders along with updating Google Documents
• Reply directly to customer inquiries and complaints through various social media channels including; Facebook,
  Instagram and Twitter
• As Team Leader I would assist with escalated customer complaints and warranty exception decisions.
  
  
  
  

• Provide guidance and assist sellers and buyers in marketing and purchasing properties, including performing comparative market analysis to estimate properties’ value
• Determine clients’ needs and financials abilities to purpose solutions that suit them
• Consult clients on market conditions, prices, mortgages, legal requirements and related matters
  
  

• Manage storewide inventory system, including maintaining a consistent stock of parts sales inventory
• Coordinate shipping dates with multiple vendors
• Oversee all warranty related issues and deal directly with the customers
  
  
  

• Responsible for processing all pre-owned lease returns
• Oversee the preparation and punctual delivery of high value pre-owned automobiles
• Manage external communications on the company website related to new and pre-owned sales programs along with
  updating and maintaining vehicle pricing, descriptions online
• Assist and coordinate with the marketing manager on a variety of on site and off site automotive events
• Sold pre-owned vehicles to meet monthly sales goals.
• Reviewed and controlled used vehicle inventory to maintain accurate supply.
• Managed marketing and communications initiatives to promote brand awareness in local community, effectively driving sales.