Echo Eberle

Made customers feel heard and valued while resolving issues quickly and effectively with a 100% positive rating in customer experience survey responses. Researched, triaged, and escalated customer help desk tickets while supporting responses with product documentation. Responsibilities included:

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Identified bugs and creates tickets to triage to Engineering and Dev Ops teams.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Documented support interactions for future reference.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Researched and identified solutions to technical problems.

Executed platform administrative tasks, quality assurance, and project management in order to deliver on the customers' business objectives measured through customer platform utilization. Provided clients with consultation, strategy, and technical management services based on comprehensive understanding of Intellum products. Responsibilities included:

• Administrative tasks for the platform.
• Quality assurance and technical troubleshooting.
• Partnered closely with the customer's content creator to ensure the successful execution of all content launches.
• Partnered closely with Support, Product, and Engineering teams to efficiently and effectively solve customer challenges with a sense of urgency.
• Practiced proactivity in problem-solving, technical troubleshooting, and pivoted accordingly.
• Owned project management related to platform administrative projects.
• Provided solo coverage while Atlassian's Customer Support Manager was away on medical leave and performed tasks for the other roles when necessary (almost 4 months).
• Assisted with the setup and rollout of e-commerce 1.0 and 2.0, documented troubleshooting steps for Support and followed up on defect reports in client's interest.

Provided brand clients such as Ubisoft, Dolby, Fuse Media, HP, and Intel with consultation, strategy, and technical management services to grow their presence on YouTube. Assumed the roles of both Operations Coordinator / Strategist in 2021. Performed all of the Video Strategist tasks along with Operations Coordinator responsibilities which included:

• Creating and maintaining strategy and operations process documents to streamline workflow.
• Overseeing a team of 10+ outsourced employees responsible for uploading 10-30 YouTube videos every day (ensuring quality metadata was applied to each video for analytics).
• Prioritizing and delegating tasks efficiently to meet deadlines and time-sensitive paid media activations.
• Adapting to the shifting trends of algorithms and updating our recommendations to maintain efficiency.
• Innovate technical processes to achieve results with efficiency, then educating the team on how to utilize the processes.
• Retrieve, organize, and distribute data from YouTube Analytics.
• Interpret data and create reports to show channel performance.
• Used data to collaborate with clients and develop custom strategies and content recommendations to increase channel performance.

Delivered excellent customer service and collaborated with coworkers to maintain a sales floor.

• Arranged and organized merchandise to present an appealing store to improve customers' shopping experience.
• Collaborated with stocking employees to retrieve merchandise that was not on the sales floor for customers.
• Enforced store policy while maintaining a professional and friendly environment.
• Mediated between customers and managers to find solutions to concerns and earn customer satisfaction.

Excelled in providing customer service, merchandise organization, and team trust which resulted in the branch earning the most sales out of all Halloween Clubs in the region.

• Assisted customers with finding a costume that they were excited to wear.
• Prevented theft by innovating packaging and store policy.
• Supplied expert information to staff and customers about merchandise.
• Provided fast and friendly service as a cashier and balanced the register every night.
• Developed a system for staff to adhere to when managing an influx of customers needing to use the dressing rooms.
• Entrusted with a store key and performed opening and closing duties independently.