William Martin: Ecommerce and Programs Specialist in Sunnyvale, CA
William Martin
Ecommerce and Programs Specialist
Sunnyvale | United States
Skills
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Industries
Lifestyle
Outdoor
Snow
Streetwear
Yoga
Health & Fitness
Summary
Activity
Projects
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Work experience

GoPro
Ecommerce and Programs Specialist | 02/2016 - Current
As Ecommerce and Programs Specialist I have many different responsibilities. These include but are not limited to:
-Developing and implementing training for global support network.
-Refining Support's ecomm processes to maximize efficiency.
-Maintaining Knowledge Base for global support network.
-Working closely with engineering teams to analyze trending issues and determine new bugs.
-Onsite event activation at domestic and international events.
-Refining customer facing material and positioning.
-Writing copy for CRM deployment emails to event participants.
-Maximizing tax exempt process for GoPro support and finance teams.
-Conceptual planning and execution of global promotional sales.
-Facilitating the flow of information between support and outside departments.

GoPro
Senior Technical Support Representative | 10/2013 - Current
As a Technical Support representative I've helped establish GoPro as a brand that's known for excellent service. My career has included:
-Being the highest rated Support rep during the first 6 months of GoPro's CSAT (customer satisfaction survey), currently in the top 10 out of over 200 reps.
-Helping to pioneer multiple web chat tools both in InContact and SalesForce by establishing protocols, recommending needed functions, and testing to ensure compatibility with multiple platforms.
-Working with fraud and e-commerce teams to reduce new order and warranty fraud and to uncover many fraudulent situations that prevent the loss of GoPro merchandise.
-Working extensively with multiple CRM platforms including NetSuite and Salesforce.
Truckee River Winery
Tasting Room Associate | 10/2012 - 10/2013
As a Tasting Room Associate I was responsible for many duties including but not limited to:
-Engaging and assisting customers with any needs.
-Event operations and logistics including weddings, birthdays, corporate events, regional wine tasting events.
-Purchasing food and beverages, maintaining proper inventory levels, scheduling resupply shipments, working with vendors to track trends in purchasing.
-Designing wine labels, promotional brochures, tasting notes, event posters, promotional photography, custom stickers for Reserve wine label.
-Bar tending, money handling, accounting.

Smokin Snowboards
Snowboard Manufacturer | 06/2011 - 08/2012
As an employee at Smokin Snowboards I was responsible for many duties. I started as an intern and eventually graduated to a full time employee. I was charged with:
-Creating promotional items.
-Final inspection and packaging of snowboards before shipping out to customers and 3rd party clients.
-In house inventory management to ensure that correct levels were being produced.
-Building a new 3 snowboard press system to up production scale.
-Hand making snowboards from start to finish. Produced over 1K snowboards for Smokin Snowboards.

Sugar Bowl Resort
Snowboard Instructor | 11/2008 - 05/2011
As a snowboard instructor for multiple years I was faced with many challenges and responsibilities:
-Certified Level 1 and Level 2 AASI Snowboard Instructor.
-Tailoring teaching style to students of all ages (children - seniors), all skill levels (beginner - expert), and multiple languages.
-Extremely patient and detailed in instructing so that every student could follow along.
-Teaching varying group sizes and tailoring teaching style to match. Extremely adaptable and flexible to the situation.
Education history
Academy of Art University
Associate of Arts (AA) | 2010 - 2015
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