Edward J. Boies

Bringing continuously thorough and reliable, advanced troubleshooting to high-value merchants and partners on the BigCommerce platform.

• Meeting and exceeding KPIs; often top of the floor in Quality Assurance.
• Coordinating regular training for the Tier 2 team.
• Strong peer leadership by mentoring & guiding new Tier 2 agents.
• Staying up-to-date with changes in API, B2B Edition, Catalyst, Feedonomics, and otherwise.

Continuously stayed informed on Mailchimp features and ahead of new bugs/issues that arise with the platform. Remained in constant contact with the development team for monitoring and preventing application wide issues from occurring while also monitoring real-time trends and discrepancies to ensure consistent positive User experiences. Troubleshooting numerous third-party application connections via API, such as Shopify, WooCommerce, Magento, Magento2, SquareSpace, Stripe, Salesforce, and Zapier.

• Using Slack, explained technical information in clear terms to promote better understanding for frontline agents while handling issues that utilize API and coding knowledge.
• Uncovering bugs through live testing, with detailed reporting to deliver to appropriate development team.
• Created numerous documents and led multiple shadowing sessions to assist with training and frontline development to increase productivity and efficiency with frontline agents.

Implemented strong troubleshooting practices and product knowledge to resolve User issues, application outages, and bugs across the platform. All while documenting User questions/escalations to provide more efficient solutions for future situations. Keeping up-to-date on all new products/services to make sure any Users would either be resolved or escalated appropriately at their first point of contact.

• Consistently top-performing agent, scoring high customer satisfaction scores. Upholding 90% or greater customer satisfaction reported over 30+ surveys per month.
• Real-time customer support via Live Chat or Email.
• Assisting in teammate development on more complex issues, such as API and Salesforce with 1-on-1 assistance and training documents.

Maintained 98%+ satisfaction rate by delivering packages, food, and groceries in a timely and safe manner. Over 2500 trips completed.

• Completed on-time deliveries by choosing best and most efficient routes.
• Delivered packages to customer doorsteps and business offices.
• Maintained upbeat, positive attitude in busy, customer-focused environment.

Diligently led numerous services to completion in a high-value fine dining environment. Oversaw the training over 20+ employees over the course of my tenure leading them to more efficient preparation skills for a versatile French-style restaurant. Skilled in meat fabrication, classical French cuisine, and running the service window.

• Acted as head chef when required to maintain continuity of service and quality.
• Planned and directed high-volume food preparation in fast-paced environment.
• Initiated training for new team members on culinary techniques to improve productivity and increase kitchen workflows.

Recorded accurate numbers on inventory to maintain consistently high customer satisfaction. While guiding newer cashiers to appropriate sales tactics and money handling skills. Actively kept up with competitor pricing to adjust to increase profits.

• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Mentored team members to enhance professional development and accountability in workplace.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.