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Posts
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Hi all, I’m Amber. I’m 1/2 of the email correspondent team at Flex Plan Services in Bellevue, WA. I also have a degree in library & information science and am keeping my eye out for career opportunities. In the past I have helped customers as a lifeguard, call center rep, cashier, deli clerk, and administrative assistant for a tutoring company.
I joined this group because I’m interested in hearing what you all have to say and sharing thoughts about working with customers.
In my free time I read, study (I’m not in school but I like learning), play board games, card games and video games, enjoy the great outdoors, cook, watch Netflix, and hang out with my boyfriend and my cats.
favorite cat websites: http://www.cat-bounce.com
and, this one isn’t really about cats, but who could resist baby animals:
Howdy all! I’m Andrew and I’m the Happiness Team lead at Automattic (makers of WordPress.com). Prior to joining Automattic I helped run CoPress where I handled the bulk of our client support. When I started spending more time on the web I never thought it’d end up being my job. But, here I am and I couldn’t be happier!
I joined this group after having an amazing time at UserConf. Evan sent me an invite to the group and I immediately signed up. Looking forward to learning from everyone here and contributing where I can.
In my spare time I like to write, read, and get outside. Basically anything I can do that doesn’t involve being in front of a screen is a plus. Traveling is also good for that so I try to take a trip or two every month. Some of my most peaceful moments are on long flights. Yeah, it’s strange, but it works.
Ahoy there! I lead the member services team at TaskRabbit. I’m super pumped about being a part of a larger, customer centric community. I look forwarding to learning more about your best practices as well as sharing some of the things we do to keep ourselves sane.
I don’t really have much spare time but when I do, I spend it sleeping, eating, reading, drawing, and singing.
Lastly, @Amber - cat-bounce is amazing.
Hi All My name is Sarah Manley (although soon to be Sarah Morales since I just got married and am in the middle of the name change over). I am a Director of Community Support at Wikia, and how work wikis on all topics (we are big in gaming and entertainment). I try to attend the community breakfasts as often as I can but can’t be there at all times, so joined this forum to keep up in between.
I am a New York native, but love living in SF. When not at work I like to get out and explore the bay area, either at new local place to eat, or hiking in one of our many gorgeous spots.
I don’t think I have a favorite all time video - but just saw this on youtube and it make me smile: https://www.youtube.com/watch?feature=player_embedded&v=C0fAnwX76aI
Look forward to learning from everyone here!
Hey there,
Bill T here. I’ll do my best to answer all of Evan’s questions methodically
1. What do you do? I’m in charge of Customer Service at Olark, the live chat software company. since our biz is a cs/sales tool i make every effort to hire, train and guide the most awesome cs team in history. Doing great so far. We have true superstars on evrey shift (live chat all day long) and have a response time to email queries of 42 minutes (m-f ). But we can always do better. That’s one reason I’m here, to share and learn from other folks also doing awesome work with awesome teams.
I’ve worked in CS and Community since the olden days of the first bubble, for Winamp/SHOUTcast and Spinner.com building the seminal Winamp forums up from scratch to over 250,000 active members. I still have friends and online relationships from those days of yore.
2. Re-read the last three sentences from the previous paragraph
3. I play guitar, bass and drums and though I’m not a professional (used to be when makng money was unimportant ) I play every day and on weekends with my pals.
4. two. first my personal test blog (for QA’ing Olark and testing features) http://dancingchihuahuas.blogspot.com Not my dog, but looks just like him. I’m working at training my little Milton to dance like this. #2 Morning exercise routine: https://www.youtube.com/watch?v=P7qzZ38zLuo&list=UUzHFN2FwdHw-5J06wofp3vg&index=21&feature=plcp
glad to be here and nice to meet y’all
Hi all, I’m Jake, coming at you from Chicago. I appear to be joining a little late in the game, but glad to be here!
I work with a group called SuperConnect; we’re a team of 19 people building enterprise mobile applications that help companies connect, work and learn more efficiently. We’re a new team as of April 2012, spawned by Slalom Consulting, a leading independent consulting firm with offices across the U.S.A.
As a Customer Advocate with a team building for the enterprise space, I’m often supporting IT teams rather than end users. Though our first few launches have involved a lot of one on one contact with end-users. The other half of my duties involves writing and managing test cases and conducting manual tests on our products.
I was one of the lucky people to attend UserConf (big round of applause to all involved in putting this event on). When I’m not working, I’m behind a drum kit, riding my bike, drinking cheap beer, or sipping whiskey with friends.
Just getting into this forum, sorry for the delay and thanks for the invite, Evan. Here’s my info.
1. What do you do?
I’m the Director of Online Customer Care at AVG Technologies and oversee the AVG online customer experience through social media, KB, virtual agents (chatbots), user forums, etc. We’re rebuilding the whole experience right now, so a few growing pains
I have about 11 years of customer care experience starting as a webmail agent for Sonic Solutions and growing into the role I have now by personally helping customers in the channels that I currently manage at AVG.2. Why did you join this group?
Evan invited me
It’s also great to hear what solutions and input from other people. I always come away with great insights from the gang and run them up the flag pole with my team if they can work for us.3. What do you like to do in your spare time?
I record and mix music and sound; have a philanthropic side project with some friends; the usual Bay Area outdoor stuff (hiking, biking, personal water craft); art and - if I really have time - casually studying entomology. Nerdomatic 5000.
4. What is your favorite cat image, animated gif, or YouTube video? Paste the URL here.
Hey everybody! I’ve been lurking for a while but I’ve finally completed my big customer service strategy project here at SEOmoz so I figured it’s time for posting! I’ll have to get your feedback on it after I shop it around internally.
I’m the customer service manager at SEOmoz, an inbound marketing software company in Seattle. I oversee and manage our team of six Help Teamsters, as we call them, and design plans around the future of our customer service. I’m particularly interested in scaling our service from 20,000 customers to 100,000+ over the next couple of years. This is my first company customer service job so I’ve got a lot to learn!
I joined this group because I’m extremely excited to start learning from other Customer Service 2.0 people. So much of the information out there on CS is stale and prioritizes the wrong objectives. It sounds dramatic, but ultimately, society as a whole benefits from our industry’s re-prioritization of customer happiness over cost-minimization. I’m thrilled to be part of the movement that’s reshaping those priorities!
In my spare time, I like to read fiction (like Ready Player One), watch engaging TV and movies (Boardwalk Empire’s been great this season), and cook (mostly vegan, all vegetarian). I also love traveling. It’s fun!
If you haven’t seen Kittens, Inspired by Kittens yet, it’ll melt your heart. Can’t wait to talk with y’all more over the forums! If you’re in Seattle or find yourself here, definitely give me a holler.
Hi folks,
I’m Jon and I’m a part of the customer support team over at Harvest (getharvest.com). We do online time tracking and invoicing software.
My co-worker Christopher who attended Userconf linked me up here, and Evan graciously provided me access. I joined because anytime I see a login form, I just have to know what lies on the other side. Jokes aside, customer support’s my schtick and you all seem like a smart group to hang out with, so I thought I’d throw my hat in.
My spare time is dominated by my kids (I’ve got 3 of them 2, 6 and 8). We like to hang out, go for hikes, play video games and run amok on Mayne Island, BC
When it comes to cats, the Kittenify Bookmarklet holds top spots in my books. Next April Fool’s day, run it on your company’s web site, and then file a bug report asking what the heck’s going on.
Thanks @Evan!!
Hi all!!
I’m Tracey and I have the privilege of being the Support Director at Foursquare! I was very lucky to meet a few of you at the last customer service breakfast at 10gen HQ, which I totally crashed, with no invite! (We are in the same building and I heard a rumor that there was free breakfast & talk of CS metrics, how could I say no??!?)
Prior to my time at Foursquare I was the CS Director for AWeber (an email marketing service), where we grew SO FAST from a team of 3 to a team of 30! I worked extensively with zendesk, and am more than happy to offer any insight to anyone looking to use it.
I’m very excited to connect with everyone in the industry. I had a discussion at the CS breakfast that there aren’t many communities for OUR community, it’s mostly call center driven, and we are so far beyond that model! So i’m pumped that this exists, and am looking forward to some great conversations.
Outside of the office I play hockey! I’m a goalie and currently play at the most awesome rink in the world. There is something kinda magical about playing hockey outside in central park. I also crossfit, i love great craft beer, and finding cool new places to drink my craft beers (good thing I work for a local discovery service!)
Thanks!!
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