Eric Eden MBA

Experience

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  Teleperformance

  Jan 2008 - Sept 2009

  Technical Support

  I troubleshot issues on the customers Verizon FIOS Internet, TV, and phone.

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  Jive Communications, Inc

  Sept 2009 - Feb 2016

  Jive Communications was founded in 2006, and provides a world class unifying communications solution for businesses of all sizes.At Jive Communications I develop and oversee the Customer Care Department. I took the department from it's infancy to the well organized, well oiled machine that it is today. I oversee the setup and continual support of businesses ranging from 1 employee to entire educational, enterprise, or governmental organizations. Successes:*Oversee the growth, and development in Customer Care 24x7x365 staff 3 locations.*Successfully managed the 81% average company growth and 98% customer retention with only 25% year over year average staff growth.*Held an employee retention rate of 6 months and it is only so low because team members I find and train go on to fill key positions within the company. Without that, retention would be at a year. *Developed and implemented a training program that took reps from no knowledge of Jive to a fully functioning,self reliant team member in just a couple weeks. *Developed and implemented a knowledge base wiki that maintains a consistent level of support that my team members give to clients regardless of their skill level.*Implemented Chat support that increased our productivity by 300%*Developed and implemented the departments key performance indicators, metrics, and goals.*Developed and implemented a quantitative review system to help reward top performers and train those not meeting standards.*Developed and implemented a clear and motivating career path matrix for my team members so those that want a career at Jive so reps can see true potential with the company fostering employee loyalty. *Developed and implemented a certification system including an exam for different levels of skill to increase team members competency with Jive-specific technologies.*Train direct reports on all essential leadership & management skills *Leading by example, maintaining knowledge of all Jive functions. Show less

  • Senior Manager, Customer Care

    May 2014 - Feb 2016

  • Customer Care Manager

    Mar 2010 - Jul 2014

  • New Client Setup

    Sept 2009 - Mar 2010
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  Alianza

  Feb 2016 - Jul 2017

  Technical Support Manager

  Tech Support Team Leadership*Build, develop, train, mentor, and manage a team of Technical Support Engineers*Ensure support department is consistently staffed, including weekends and after-hours support*Ensure team is performing at a high-level and is adhering to established processes and is being responsive to customer issuesOwn Key Processes*Design, document and implement key processes, ensure team is fully trained and performing to standards defined by processes*Ensure processes are aligned with company objectives and contractual commitments, ensure processes are structured to work seamlessly with other departments within Alianza*Develop, implement and manage key tools and systems for issue management, escalation and resolutionEscalation Avoidance and Management*Help to prioritize issues as needed to ensure they receive proper priority*Own all critical issues, ensure they are being worked effectively and with the proper urgency, assist in escalation when necessary*Escalate effectively to vendors and partners as needed*Own all formal internal and external communication including Outage, RFO and Post-Mortem processesCustomer Referenceability Management*Keep my finger on the pulse of customer satisfaction and proactively stay in close contact with customers with support related concerns – go the extra mile to ensure customers are happy and satisfied with the quality of support received Show less

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  YipTel

  Jul 2017 - May 2019

  Customer Experience Manager

  Enhance the delivery and customer opinion of customer service and satisfaction through value-added service delivery, by measuring what matters through proper tools and feedback to our customer-facing agents. Also fostering internal group think on how we can deliver the best experiance.Build a world-class effective organizational structure to meet and exceed customer service expectations, through finding what success means to the customer and not just what the company views as success.Develop the management skills of the Customer Experience leadership team.Lead Customer Experience Team - Hire, lead, and coach team to create best-in-class methodologies for an exceptional customer experience, including training and onboarding, career development and rewards.Developed account management and retention team that has a 90% customer retention rate.Become a ‘Trusted Advisor’ to both internal and external customers. Show less

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  O.C. Tanner

  May 2019 - now

  Operations Manager

  Determines call center operational strategies by conducting needs assessments, performance criteria, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specification, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Advance call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations as well as any coordination needed with IT partners/telecom and process owners. Proactively bring new technologies that make us more efficient such as text, chat, artificial intelligence, analytics, cloud communication, and self-serve ideas. Maintains and improves call center operations by monitoring system performance; identifying and resolving challenges; preparing and completing action plans; completing system audits and analyses; managing systems, process improvements, and quality assurance programs; installing upgrades and workload balancing daily needs. Accomplishes call center human resources objectives by hiring, selecting, orienting, training, assigning, coaching and counseling; administering scheduling systems; communicating job expectations; planning monitoring, appraising, and reviewing job contributions, compensation actions as well as emphasizing policies and procedures. Meets call center financial objectives by estimating requirements; preparing and forecasting budgets; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares and communicates call center performance reports by collecting, analyzing, and summarizing data and trends. Show less