James Hoover Jr
San Jose,CA
Summary
Experienced Customer Support manager bringing 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service . Accustomed to managing customer satisfaction and corporate interests.
Overview
22
22
years of professional experience
Work History
Community & Customer Support Manager
Gaia Interactive
10.2018 - 08.2024
- Directly oversaw various areas within the community and customer support department
- Responsible for multiple direct reports and headed up three moderator groups. In charge of the moderator training program where we review and train new moderators from across the world to assist with the forum moderating duties on Gaia Online
- Dealt with the theft and fraud of user accounts on Gaia Online, as well as the detection and prevention of malicious exploits, bots, and illegal sales of our intellectual property, harassment, and abuse
- Managed and used Zendesk to answer user issues. Resolved tickets filed to our customer service ticketing software, Parature, then Zendesk
- Created a team of moderators to staff the Help Desk to resolve user issues resulting in a 25% decreased resolution time
- In charge of all reporting from PayPal from the company running various reports and creating a monthly earning summary from all income sources
- Responsible for verifying purchases from users, providing refunds, and communicating to users about disputes
- Investigated and implemented a Chat Help system in Zendesk, managing multiple employees to provide live coverage to resolve user issues
Technical Support Supervisor/Technical Support Agent
8x8 Inc.
06.2005 - 09.2008
- Supervised and monitored a team of six to thirty Technical Support Agents
- Evaluated agents weekly
- Schedule and distribute workload, resolve informal and formal complaints
- Met with Engineering and management to provide information to agents
- Be a resource for Technical Support Agents to resolve issues
- As an agent provided technical support for VoIP phone, including diagnosing issues with Packet8 hardware, router, or network issues
- Documented interactions with customers and provided follow-up if necessary
Online Community Monitor
ZooKazoo/KD Learning, Inc.
05.2008 - 08.2008
- Monitoring on-line social networking site for children aged 6 through 12
- Making sure user follow community standards, preventing bullying or criminally irresponsible adults from interfering with the children’s experiences
- Suspending users as needed
Training Supervisor/Checkpoint and CTX Lead Security Screener
Covenant Aviation Security
11.2002 - 10.2004
- Supervise a team trainers, schedule and distribute workload, resolve informal complaints, represent the training team in dealings with the Training Director, liaison with scheduling department and outside training departments to facilitate 1200+ screeners’ training and testing
- Create, maintain and update training materials in multiple forms including: PowerPoint presentations, on-site training, Trainer facilitated classes, video and Computer Based Training, evaluate and disseminate new training materials, on-site, remedial, and covert training
- Manage a team of five to thirty security professionals responsible for frontline screening of baggage, cargo, and passengers to provide maximum security for air travelers, airports and airplanes
Education
High School Diploma -
Santa Clara High School
Cupertino, CA06.1982
Computer And Business Course Curriculum
West Valley JC
San Jose, CATrain The Trainer Curriculum
Lockheed Martin
Web Design and Development
UCSC
Continued computer course curriculum
De Anza College
Cupertino, CASkills
- Training and mentoring
- Social media monitoring
- Client relationship building
- Service issue resolution
- Billing issue resolution
- Customer relations
- Staff scheduling
- Account management
- SLA management
- Proficient in Zendesk
- Proficient in PayPal Billing
- Proficient in Parature
Accomplishments
- Revamped the training program in order to provide much more fluid and efficient training operations.
- Investigated and implemented a Chat Help system in Zendesk, managing multiple employees to provide live coverage to resolve user issues.
- Supervised team of 100 volunteer staff members.
- Reduced agents call times 30 seconds under company standards through group and individual coaching
- Completed recertification for 1100 screeners in 4 weeks with a pass rate unmatched nationally
- Standardized consistent training resulting in a 20% improvement in test scores
- Saved thousands of dollars on contractors as a result of efficiencies and appropriate training
- Improved customer satisfaction and confidence in Training Department by post-test and random survey
Timeline
Community & Customer Support Manager
Gaia Interactive
10.2018 - 08.2024
Online Community Monitor
ZooKazoo/KD Learning, Inc.
05.2008 - 08.2008
Technical Support Supervisor/Technical Support Agent
8x8 Inc.
06.2005 - 09.2008
Training Supervisor/Checkpoint and CTX Lead Security Screener
Covenant Aviation Security
11.2002 - 10.2004
Web Design and Development
UCSC
High School Diploma -
Santa Clara High School
Computer And Business Course Curriculum
West Valley JC
Train The Trainer Curriculum
Lockheed Martin
Continued computer course curriculum
De Anza College
Similar Profiles
Deborah GandyDeborah Gandy
Document Control Manager at Gaia HerbsDocument Control Manager at Gaia Herbs
Mayuko IguchiMayuko Iguchi
Executive Assistant at T-gaia CorporationExecutive Assistant at T-gaia Corporation
Vibhuthi SubhashkaVibhuthi Subhashka
Site Engineer at GAIA GREEN ENERGY HOLDINGS (PVT) LtdSite Engineer at GAIA GREEN ENERGY HOLDINGS (PVT) Ltd