Erin Miller

Experience

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  Sports Authority

  Nov 2013 - Jan 2014

  Apparel Sales Associate

  Create a world-class customer experience by providing passionate customer service and selling through customer engagementUphold standards for merchandise presentation of the best apparel and equipment brands in sporting goodsDemonstrate ability to genuinely interact with customers to show passion, knowledge, dedication, and commitment in their sport or activity

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  Tan N Bed

  Apr 2015 - Oct 2015

  Tanning Consultant

  Sell memberships and products to customersCount and balance money collected at the beginning and end of every shiftAble to operate a cash register and cash handlingEnsure that the appearance of the store’s interior and exterior is maintained to the highest standardsMeeting sales goals; daily and monthlyLeading commission sales in the months of July, October, and November

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  DICK'S Sporting Goods

  Nov 2015 - May 2017

  Apparel Sales Lead

  Assist the store management team with general supervision in assigned department and other areas of the store as neededClear communication through directing on-floor work assignments, leading & communicating company objectives to associates, and providing on-floor training of all associatesUphold standards for merchandise presentation of the best apparel and equipment brands in sporting goodsDemonstrate ability to genuinely interact with customers to show passion, knowledge, dedication, and commitment in their sport or activitySupport company standards of passionate customer service and selling through customer engagementCompliance to loss prevention standards and audit requirements Show less

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  MHelpDesk

  Feb 2017 - Jan 2021

  - Aligned the Customer Success Account Support team with mHelpDesk goals by planning,goal setting and achieving results- Develop strategic technical support and service initiatives that continue to evolve andmove the business forward; ability to manage multiple processes and initiatives- Engage cross-functionally with key stakeholders across the business to drive projectsand results- Effectively communicate and lead change management initiatives across the team andorganization- Built a high performing and engaged team through interviewing, hiring, performancemanagement, coaching, and balancing team and individual goals- Perform real-time management of all operational metrics which include, KPI's, dashboards, Csat scores, and all Account Support and Tech Support Goals- Calibrate and monitor the team’s performance; make adjustments to deliver on businessresults- Managed 16 direct reports with monthly performance one on ones- Built an effective offshore team who handles all inbound and outbound support Show less Assist customers in troubleshooting issues they encounter while using mHelpDesk. Provide actionable tips to resolve the issue.● Assume remote control over customers’ computers when necessary to resolve issues● Provide world class customer service for web and mobile application problems● Provide ideas for improvements in the software for better user experience● Respond to and follow up with technical support inquiries via email, phone and live chat.● Participate in product enhancement meetings and ongoing training sessions● Provide assistance with internal questions Show less Customer support through many different channels of communication including email, phone, ticketing, and our online forum. Troubleshooting and analytical skills, provide top of the line customer service.- Everyday use of Sales Force and Intercom.– Take inbound customer service requests; answering technical support tickets via mHelpDesk, in a timely manner– Pro-active outreach to new customers via live chat, email and phone– Provide individualized support to service professionals; work 1:1, have meetings, set up accounts, and conduct trainings– Verify the accuracy and validity of consumer service requests; help users resolve issues– Respond to and follow up with technical support inquiries via email and phone– Verify the accuracy and validity of consumer service requests; help users resolve issues– Answer customer questions and successfully negotiate issues related to upgrading and renewals– Participate in meetings and ongoing training sessions– Provide the highest level of customer service to every caller- Experience with QuickBooks Desktop and Online Show less

  • Customer Support and Technical Support Manager

    Apr 2019 - Jan 2021

  • Senior Technical Support Specialist

    May 2018 - Apr 2019

  • Customer Happiness Specialist

    Feb 2017 - May 2018
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  Strigo

  Jan 2021 - May 2022

  Customer Support Leader

  - Built a high performing customer support team from the ground up, managing 12 offshore agents- Implemented Quality Assurance program to ensure all customers received top notch customer support- Created Bug report feedback flow to allow customers issues to be addressed and resolved by our Product and engineering team- Improved Average handle time from 4 days to 30 minutes- Improved Median response times from 4 minutes to 30 seconds

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  International Baccalaureate

  Jun 2022 - now

  Service and Engagement Manager