Hank Rubenstein: in San Francisco, CA

Customer Experience: - Oversaw the email, phone and chat support regarding product information and value, order processing/logistics, board service/maintenance and community outreach for world leader in lightweight electric vehicles (skateboards, scooters). - Led CX department expansion onto full Zendesk support suite: Email, Phone and Chat. - Wrote and managed website support articles to help educate customers on product value, orders logistics and service. Customer Satisfaction: - Maintained Customer satisfaction rating in the 90's while averaging 6500 customer interactions a week team wide. - Net Promoter Score: 93 (How likely customers are to recommend our products and services. Scale: -100 to 100) Ecommerce: - Developed CX based inside sales program utilizing resources provided by Zendesk support and Shopify ecommerce. - Created ROI on Zendesk support by 6X. - Managed Shopify based ecommerce orders processing systems and integrated Signifyd based fraud prevention services. Procurement/Supply Chain/Logistics: - Instrumental in developing and overseeing internal systems expansion/ integration of Netsuite inventory management, accounting and fulfillment into current customer support systems, Zendesk and ecommerce Shopify. - Helped develop and onboard order processing, fulfillment and return channels with 3rd Party logistics networks to support our expansion into 30 countries outside the US, as well as US based 3PL networks. - Developed internal cancelation, returns policies and subsequent inventory management in regards to our ecommerce platform Shopify and ERP platform Netsuite. Sales and Marketing: - Collaborated with Marketing to oversee the individual customer orders processing, education, fulfillment and internal returns policy for eight product releases, twenty seasonal marketing promotional campaigns and in person marketing promotional tours.

Customer Experience - Responsible for prospecting, driving, and closing business with companies of 3,000 employees or less looking to modernize their Customer Experience processes through leveraging Oracle Technology. - Job skills required sales methodology/organization, promotional event marketing, verbal/written persuasive communication and business development/consulting. - Participated in four week sales intensive training focused on building strong customer relationships and experience through Sandler Sales Methodology - Achieved over 125% of FY16 budget.