Erik Van Galder

Experience

• 

  Best Buy

  Aug 2008 - Aug 2012

  PCHO Sales

  Courteously greet customers and efficiently process transactions within busy, fast-paced retail environments. Learning to sell products and services through value proposition and effective demos.• 2009-2012: “Million Dollar” club award winner, producing over $1 Million dollars in sales per fiscal year

• 

  Microsoft

  Aug 2012 - Sept 2017

  Provide influential leadership, coaching, and mentorship to sales and technical teams within both Microsoft store Scottsdale and Chandler, facilitated new training programs to maximize staff potential; fostered a positive work environment to deliver world class customer service to consumer and business customers. Promoted throughout tenure with Microsoft for internal contributions / achievements• Drive key metrics and hero products to achieve rapid business growth and development and capture additional market share• Recipient of the multiple Microsoft MVP awards; consistently surpass company goals, objectives, and expectations within roles• Identified, troubleshooted, diagnosed, and resolved complex technical issues with Microsoft software and applicable technologies on all platforms, including Apple, Android, and various mobile OS; function as a Tier 3 Support Technician and System Administrator Show less

  • Service Advisor

    Feb 2014 - Sept 2017

  • Product Advisor

    Aug 2012 - Feb 2014
• 

  Microsoft

  Oct 2018 - now

  • Help solve technically complex, strategic, high-profile or long-running customer cases that may require interaction with Software Engineering• Responsible for the customer support experience with Microsoft• Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)• Identify cases that require escalation (either technically or strategically)• Create and maintain incident management requests to product group or engineering group• Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer and engineer experience• Provide ramp activities, knowledge sharing, technical coaching and mentoring Show less Manage sales and marketing execution of consumer partner account across the Southwest market (Arizona, New Mexico and Texas). While ensuring team development and operational efficiency to minimize expenses. • Established productive relationships with vendors and partners to drive a profitable business model; optimize customer satisfaction, loyalty, and retention with partner sales channel; developed and implement innovative tools to land Microsoft value proposition amongst competitors• Worked in partnership with main account: Best Buy, to optimize vendor provided labor cost and performance across operations and sales teams; changes to VPL lead to a 8% increase YOY across category sales encompassing Windows Market share, first party Surface device sales, and Office subscription sales• Implemented new sales training program for partner store employees that lead to a 11% YOY growth across annual subscriptions with Auto-Renew [Office 365, OneDrive for Business]• Analyze internal practices, identify areas of opportunity within marketing execution, present value-added solutions and influence new process improvements throughout the department; maximized productivity, performance, and labor cost Show less

  • Customer Success Account Manager

    Jun 2022 - now

  • Support Engineer

    Mar 2020 - Jun 2022

  • Retail Partner Store Specialist

    Sept 2017 - Mar 2020

  • District Manager-Partner Channel (Interim)

    Oct 2018 - Apr 2019