Ethan Allison's Email Addresses & Phone Numbers

Sales and Marketing Assistant @ Now Medical Technologies Maintained Filemaker Pro database of leads, produced marketing collateral materials using MS Publisher, developed sales presentations using MS PowerPoint, demonstrated products at all sales meetings, and represented Now Medical Technologies at numerous trade shows. From November 2004 to May 2005 (7 months) San Ramon, CaProduct Manager @ UserTesting.com Translate...

Sales and Marketing Assistant @ Now Medical Technologies Maintained Filemaker Pro database of leads, produced marketing collateral materials using MS Publisher, developed sales presentations using MS PowerPoint, demonstrated products at all sales meetings, and represented Now Medical Technologies at numerous trade shows. From November 2004 to May 2005 (7 months) San Ramon, CaProduct Manager @ UserTesting.com Translate tester requests into functional requirements and user stories then work with design and engineering teams to turn these into new features. This includes improvements to our screen recorder, the tester dashboard, and the tester sign up process.Identified abandonment points in tester sign up funnel and made changes to optimize for conversion which led to increasing the size of our panel six fold.Introduced tester on-boarding program which increased client satisfaction ratings.Analyzed key contributors to refunds and drove changes that resulted in a 40% reduction in client refunds.Led initiative to decrease applicant screening costs by 50% resulting in $70,000 annual savings.Reduced test fill time and increased tester engagement by changing the way we notify testers. Mountain View, CACustomer Service Supervisor @ Pearl.com I managed 3 senior support agents and the day to day operations of our 90 seat outsourced call center. Additional duties included responding to all BBB and social media complaints, running calibration sessions to ensure voice and email quality, and filtering bug reports from customers through to QA.Created and maintained wiki to disseminate feature and process updates.Reduced BBB complaints by 20% by changing escalation procedures to give irate customers higher priority.Developed action plan to double service level percentage without increasing headcount.Led project to overhaul predefined responses to increase FCR and customer satisfaction.Introduced initiatives which lead to a 15% increase in retained subscriptions. From August 2011 to August 2012 (1 year 1 month) Customer Service Supervisor @ Headsets.com General duties include: Managing the day to day relationship with client who outsources Customer Service to us, reviewing performance of the 12 CSRs that I manage, evaluating recorded calls, and performing random sample audits to ensure service quality.Develop metrics to measure growth and performance of the call center as a whole.Generate status reports for clientAssist client in developing Customer Service policiesAnalyze and categorize errors that resulted in customer inconveniences and develop best practices to prevent future errors.Led two different teams to achieve the highest customer satisfaction rating in the company.Act as liaison between customer service and the marketing team.Coordinate Customer Service operations with client, their fulfillment company, and their e-commerce provider. From May 2005 to August 2011 (6 years 4 months) Scheduling Coordinator @ Institute of Reading Development General duties included: Procuring facilities for reading enrichment programs and for housing teachers, negotiating costs of facility rentals, completing all contracts and permits, acting as a central point of contact between the facilities and the teachers, and managing all payments for facilities and housing. Effectively managed costs to an average 35% below budget while fully achieving all assigned goals and objectives. This resulted in cost savings of about $50,000.Achieved and maintained the best facility cost to revenue ratio in the company.Coordinated over 125 different facilities across the country generating over 5 million dollars in revenue. From March 2002 to November 2004 (2 years 9 months) Corporate Training and Customer Care Coordinator @ beenz.com Initiated and developed a mutually beneficial partnership with a price comparison engine company to integrate their technology into the BeenzBack shopping portal. Results provided buyers with increased product information while they shopped.Led task force on a gap analysis between Beenz’s current registration system and a competitor’s registration system. Analysis of results produced an innovative way to double the value of each user who registered for a Beenz account.Used Excel to analyze and report revenue from the BeenzBack program to senior management.Effectively and efficiently managed the day-to-day operations of the BeenzBack program including reward disbursements and expense impact analysis.Developed comprehensive introductory product training seminar on PowerPoint for the entire North American sales and service staff.Traveled to Hong Kong and was instrumental in the launch of the Beenz.com Greater China office.Created comprehensive product test plans and executed them in order to improve product design and to help identify bugs in new Beenz products.Actively supported Manager, Strategic Solutions by trouble shooting problems with Beenz implementations.Served as primary customer service point of contact for all west coast customers. From June 1999 to September 2001 (2 years 4 months) External Test Release Lead @ Microsoft Charged with identifying all customer-visible bugs, prioritizing fix dates, and working with developers to establish requirements of new hardware/software releases.Developed test plan on the complete set of product features to assure that they performed to product specifications.Managed an external test group of 150 people to ensure that they were following test plans that I developed.Responsible for running reports and updating my department about current bugs and Customer Visible Incidents (CVIs).Identified potential bugs from external software testers’ reports.First participant to uncover award winning bug at company sponsored “Bug Fest”. From June 1998 to December 1999 (1 year 7 months)