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Ecommerce and Programs Specialist

Specialist & Consultant

I'm hardworking, driven, creative, outside the box thinker who enjoys being challenged. I want to work in a position where I can use my creativity and critically asses problems in order to resolve them. 

My goal is to be able to continually challenge myself with my work and go be able to express my creativity through my work.

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.

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.

Senior Technical Support Representative

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.

Tasting Room Associate

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.

Snowboard Manufacturer

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.

Snowboard Instructor

Find out detailed information about William Martin, Ecommerce and Programs Specialist in Sunnyvale, CA

William Martin: Ecommerce and Programs Specialist in Sunnyvale, CA

William Martin