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Scott A. Gibson 1623 139th Ave
San Leandro, CA. 94578
5134352206
[email protected] [email protected]
www.linkedin.com/in/sgibson513/en
SUMMARY
My professional career has a total of more than eight years of management and customer service experience. During those eight years I have been an employee of the month for Google, an official Chromie of the week for Marketstar and received an Outstanding Award at Jamba Juice. I have improved the shipping escalation process for Google. EXPERIENCE
Google Spreadsheets Exert, Google
Mountain View, CA — 2014Current
Responsibilities ● Manage Google Docs and Google Drive Product Forum.
○ Mark threads as Duplicate, Can Be Ignored, and No Action Needed ● Create custom Formulas for users in Google Sheets and Excel ● Answers questions related to Google Sheets, Docs, Slides and Google Drive ● Report Bugs, Feature requests and Track escalated issues. ● Troubleshoot issues reported by users in the forum. ● Exceed Googles expectations for post counts and Best Answer ratio.
Customer Loyalty Management, ASUS
Fremont, CA — 20142014
Responsibilities ● Solely responsible for managing online reviews for Amazon, Newegg and BestBuy ● Responsible for managing ChromeOS, Mobile Phones, and Tablet Reviews. ● Provide the highest level of support available for ASUS products ● Monitor, Review and Assist Developer Forums for ASUS products such as XDA Developers ● Receive and personally inspect, test and replace devices for customers. ● Assist customers with technical, payment and shipping questions via email and forums.
Tier 3 Customer Support, Google
Mountain View, CA — 20132014 Responsibilities
● January employee of the month. ● Monitor and investigate UPS, ParcelForce, and Aramex shipments, escalations and lost or stolen claims. ● Maintained high productivity while exceeding Google quality assurance expectations. ● Reviewed customer and other agent interactions to provide feedback to improve current processes. ● Improved the shipping escalation process by creating spreadsheets and forms to analyze and categorize escalations. ● Assist customers with the highest level of support for shipping, technical, refund and escalation support.
Tier 2 Customer Support, PNC Mortgage
Dayton, OH — 20132013
Responsibilities ● Assist members with Payment Processing. ● Maintain mortgage records through the life of the loan. ● Reset member passwords after proper verification has been made. ● Support 60+ incoming calls daily with a first call resolution. ● Answer loan, and insurance questions for both members and Tier 1 support.
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Google Specialist, Marketstar
Hamilton, OH — 20122013
Responsibilities ● Used innovative customer engagement and creative sales techniques to increase sales of Chromebooks ● Used passion for customer service and knowledge of technology to build quality relationships with consumers ● Conduct Retail Sales Person trainings in store on Chromebooks ● Assisted in cleaning and maintaining site before, during and after each day.
General Manager in training, Jamba Juice
Lafayette, CA — 20102012
Responsibilities ● Completed General Manager Training. ● Ensured that all productivity numbers, sales and budgets are met. ● Trained, coached, counseled and disciplined team members and shift managers. ● Developed positive relations with the surrounding community with catering events. ● Executed excellent customer service. ● 2011 Official Jamba Juice Outstanding Award. ● Increased sales by tracking and reporting attachment sales for each order.
Automotive Tech, Everything Automotive
Woodstock, GA — 20092010
Responsibilities ● Diagnose electrical, drivetrain and engine issues ● Repair or replace parts ● Advise the Service Advisor of risks for declining to repair ● Perform routine checkups and maintenance ● Provide labor and time estimates
2nd General Manager, RMD Corp.
Springdale, OH — 20032009
Responsibilities ● Ensured that all productivity numbers, sales and budgets are met. ● Trained, coached, counseled and disciplined team members. ● Developed positive relations with the surrounding community with catering events. ● Executed excellent customer service. ● Performed BiWeekly inventories ● Created a Schedule for more than 40 employees
Automotive Tech, Voss Chevrolet
Dayton, OH — 20042007
Responsibilities ● Check for open TSBs and Recalls ● Diagnose electrical, drivetrain and engine issues ● Repair or replace parts ● Advise the Service Advisor of risks for declining to repair ● Perform routine checkups and maintenance ● Provide labor and time estimates
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EDUCATION
SinClair Community College
● Associates Degree in Applied Sciences — 20042006 ● Completed the GM Automotive Service Excellence Program.
SKILLS
● Experienced with Chrome OS, Android, Mac and Windows ● Experienced with Microsoft Office, Google Drive, Docs Sheets and Slides ● Customer Service ● Organized and Clean worker ● Typing speed of 55 words per minute