William Martin: Ecommerce and Programs Specialist in Sunnyvale, CA

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.

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.

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.