ZenDesk
SCOTT MOFFAT
Customer Technical Support
Daly City,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
26
26
years of professional experience
1
1
Language
Work History
Technical Support Lead / Operations Specialist
SOUNDHOUND INC
Santa Clara, CA
2018.11 - 2023.01
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Compiled training materials for new employees and tracked skill development.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Consumer Tech Support
LOOKOUT MOBILE SECURITY
San Francisco, CA
2018.02 - 2018.10
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
Curator / Librarian / Programmer
PANDORA MEDIA
Oakland, CA
2016.07 - 2018.01
- Maintained continuous knowledge of current and newly developed industry technology, making proactive suggestions to improve AV offerings and strategies.
- Collected and analyzed statistics on program data and usage using Excel.
- Kept catalog orderly and updated with latest material additions and removals.
Listener Advocate
PANDORA MEDIA
Oakland, CA
2013.01 - 2016.07
- Assist customers with troubleshooting Pandora online streaming services via email
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Google Play Support Technician
RANDSTAD
Mountain View, CA
2012.09 - 2013.01
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
Producer, On-Air Talent
KMEL, CLEAR CHANNEL RADIO
San Francisco, CA
1996.09 - 2010.12
- Coordinated with producers and on-air talent to create program content, new ideas, and segments.
- Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals to achieve objectives.
- #1-Rated DJ for ten years.
Education
No Degree - Asian History
University of San Francisco
San Francisco, CA 2001.05 -
Skills
Desktop support
Ticket support system management
Staff education and training
Customer service expert
Mac systems
Technical issues analysis
Software
Salesforce
Atlassian
Office
Slack
Timeline
Technical Support Lead / Operations Specialist
SOUNDHOUND INC
2018.11 - 2023.01
Consumer Tech Support
LOOKOUT MOBILE SECURITY
2018.02 - 2018.10
Curator / Librarian / Programmer
PANDORA MEDIA
2016.07 - 2018.01
Listener Advocate
PANDORA MEDIA
2013.01 - 2016.07
Google Play Support Technician
RANDSTAD
2012.09 - 2013.01
No Degree - Asian History
University of San Francisco
2001.05 -
Producer, On-Air Talent
KMEL, CLEAR CHANNEL RADIO
1996.09 - 2010.12