E Bay Work Values

Daily Duties at E Bay:

•Authored and designed the very first CS Technology Newsletter to all EBay Support worldwide as part of the Organizational Change Management (OCM) Strategy. •Analyzed all customer satisfaction surveys to put in place a roadmap to enhance the customer experience when in contact with eBay support •Managed the newly created OCM Team and implemented EBay's change management policy ahead of schedule. •Owned the Customer Support Global Product Roadmap for all internal and external facing support tools •Key stakeholder in developing policies and procedures for measuring cost benefits on all live to site infrastructure projects •Reduced contact ratio by 35% and increased customer satisfaction levels by 20% by implementing innovative solutions that maximized operational efficiencies and customer satisfaction •Owned all aspects of the customer transactional survey results and ensured Customer Support was transparent in providing feedback to the customers. •Improved and created the department’s processes and procedures that resulted in a cost saving of approximately $250000 per year. •98% of all SLAs for the departments were being met on a monthly and quarterly basis. •Rolled out the new customer live chat application 6 weeks ahead of schedule •Reduced headcount allocation and increased customer satisfaction by providing more robust self help •Created the new VeriSign anti-phishing team that set the industry benchmark of resolving cases in 5 hours down from an industry set 10 day average turnaround •Recipient of the "Out of this World" award in Q107 •Recipient of the MVP award for Q3 04 and Q2 05

What they like about E Bay:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

Customer Service Management, Complaint Handling & Resolution, Business Case Development, Outsourcing Expertise, Self Service Support, Customer Satisfaction Enhancement , Process Reengineering, Performance Metrics Definition, Strategic Planning, Teambuilding & Training, Cost-Reduction Strategies, Change Management, Customer Support Build out

Skills

Customer Service Management, Complaint Handling & Resolution, Business Case Development, Outsourcing Expertise, Self Service Support, Customer Satisfaction Enhancement , Process Reengineering, Performance Metrics Definition, Knowledge Center Support Methodology, Teambuilding & Training, Change Management, Customer Support Build out

These are some of the questions we asked our climbers about their experiences with E Bay: