Richard Perkins
Houston
Summary
As a CX Advocate at BILL, I offer exceptional support to customers on the spend and expense management platform, with expertise in product features, customer satisfaction, and retention. Previously, at Gopuff, I excelled in coaching, communication, problem-solving, and adapting to different systems. I gained valuable experience in hospitality and supply operations. I am a fast learner, self-motivated, passionate about providing excellent service, and always seeking growth opportunities.
Overview
4
4
years of professional experience
Work History
Sr. Customer ExperienceAgent-Spend & Expense
BILL
03.2024 - Current
- Provide accounting integration support from BPO and internal Spend & Expense team
- Assist other departments in S&E handoff channel
- Respond to customer calls, assess needs, and offer proactive solutions
- Document customer interactions in system
- Deliver exceptional customer service
- Handle inbound and outbound calls, addressing inquiries and providing basic troubleshooting
- Resolve customer integration issues
- Participate in pilot program.
CX Advocate-Spend and Expense
BILL
11.2022 - 03.2024
- Answered inbound calls from customers
- Quickly assessed customers' needs and proactively provided solutions
- Documents details of customer interaction into system while on the phone
- Provide superior customer service while handling inbound calls
- Provided customer service for inbound and outbound calls, answered questions and provided basic troubleshooting assistance
- Handled and resolved integration issues the customer had.
DS Team Coach (Assistant Manager)
Gopuff
04.2022 - 10.2022
- Conduct bi-weekly 1-on-1's for up to 20 team members
- Conduct weekly QA's on team members productivity
- Coach team members on their productivity
- Monitor Team Members Daily, weekly, and monthly productivity
- Attend weekly meetings to go over team productivity.
Driver Onboarding Specialist
Gopuff
11.2021 - 04.2022
- Provide excellent customer support via email
- Resolve Delivery Partners' inquiries regarding onboarding, accounts, pay, checks, and deliveries
- Ensure consistent support and prompt issue resolution
- Master various systems and become a knowledgeable resource.
Sr. Operations Associate
Gopuff
05.2020 - 11.2021
- Receive products from vendors, match counts with purchase order, resolve discrepancies
- Pick and pack items for customer orders, ensure accuracy, stage orders in bin locations
- Clean and organize warehouse, conduct cycle counts, promptly re-shelve canceled orders
- Manage waste and spoilage with FIFO practices.
Skills
- QuickBooks Online
- Quickbooks Desktop
- Sage Intacct
- Customer Service
- Time Management
- Team Management
Timeline
Sr. Customer ExperienceAgent-Spend & Expense
BILL
03.2024 - Current
CX Advocate-Spend and Expense
BILL
11.2022 - 03.2024
DS Team Coach (Assistant Manager)
Gopuff
04.2022 - 10.2022
Driver Onboarding Specialist
Gopuff
11.2021 - 04.2022
Sr. Operations Associate
Gopuff
05.2020 - 11.2021
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