Harwin Calderon

Provide ERP and digital marketing support for a U.S.-based on-demand cannabis delivery service.

Key Contributions:

• Create and manage promotional codes, ensuring seamless functionality on the website.
• Update and maintain product information, inventory accuracy, and general website upkeep. (High resolution images, up-to-date license numbers, product descriptions, and logistics)
• Conduct real-time website updates to meet brand specifications and maintain a professional online appearance.
• Collaborate with cross-functional teams to align brand goals and ensure service efficiency.

• Promoted from Customer Service Representative to Supervisor, leading a team and ensuring high-quality service standards.
• Oversaw team performance and contributed to achieving and exceeding customer satisfaction goals.
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.

• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Led product testing and flagged potential issues with new products for the San Francisco team.
• Developed Standard Operating Procedures (SOPs) to manage issue escalation and resolution.
• Trained customer service teams on new product information, dividing teams into groups for effective instruction and ensuring readiness for product launches.

• Consistently a top performer in customer satisfaction and quality metrics.
• Chat support, addressing customer needs efficiently and maintaining high service standards.
• Handled escalated chats efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.