(4 years 5 months) • Tested and implemented an AI chatbot on the DoorBird support page reducing an average of 10 tickets and 15 phone calls per day • Lead training courses, and attend trade shows around the country to teach prospective integrators how to install and program Doorbird products • Build relationships with technicians to effectively address and resolve technical challenges • Embrace a customer-focused mindset by providing comprehensive planning from installation design to post-sale support • Test and troubleshot DoorBird intercoms and peripherals • Find and report software and firmware bugs • Conduct market research on competitive access control systems, new developments in the industry and potential clients • Contribute to revenue growth by preselling DoorBird products and optional add-on peripheral devices

• Provided exceptional customer support to customers all over the globe • Oversaw shipping logistics and advocated for customers in case of any shipping delays or customs withholding to ensure on-time deliveries • Deployed a 20% discount loyalty program to encourage customer retention and satisfaction • Organized and distributed monthly marketing email campaigns to provide essential order updates • Addressed common customer pain points by requesting detailed feedback and publishing a FAQ in response

• Assisted a high volume of customers through email and phone support using our Customer Resource • Management platform • Top of the support team leader board in daily average tickets closed and phone calls complete¡ • Led all in-person new employee onboarding demonstrations showcasing lock hardware and app software • Explored market trends to help create a renter's guide in collaboration with the marketing team to educate customers on August solutions • Planned and designed the expansion of August’s customer knowledge base to address common customer problems