Jeff Carroll - Expd, award-winning moderator/blogger looking for my next opportunity. 425.269.2438 | jeffrey.p.carroll@gmail.com

business systems analyst associate, Starbucks Global Card Services at Starbucks Coffee Company

Work category

Marketing

Education

Bachelor/Degree

I love what I do and I am committed to continual learning and self-improvement.

Experience in:
•E-Commerce
•Customer Service
•Technical Support
•Social Media (blogging, moderating)
•Analytics

Systems/Software/Applications:
•Salesforce.com CRM
•Salesforce.com Ideas
•AS/400
•Valuelink Business Center (VLBC)
•Onyx CRM/Consona CRM
•Telligent/CommunityServer
•Microsoft SharePoint
•Cybersource
•Oracle (various programs)
•Microsoft Office
•SAS Enterprise Guide
•Microstrategy
•Serverside

Jeff Carroll's Professional Experience

2009 - 2010

Starbucks Coffee Company - business systems analyst associate, Starbucks Global Card Services

•Was a six-month rotational position (originally slated to end in July 2009) that was extended to a year.

Primary duties included analyzing and reporting Starbucks Card-related data for various sales channels.

Additional duties included:
•Providing ad hoc support to marketing, product and category managers, as well as to members of our extended cross-functional team.
•Managing the internal Starbucks Card ordering process.
•Assisting in managing the accounts of key business-to-business and reseller clients. (http://www.starbuckscardb2b.com/)
•Managing customer databases for the Starbucks Passion Panel (http://www.starbuckspassionpanel.com/) and VIA Insider customer panels.
•Providing technical and administrative assistance to the Starbucks Gold Lab (http://www.starbucksgoldlab.com/) customer panel.
•Providing customer service and technical support to users of the Starbucks Card Mobile iPhone app.

Key Skills
Customer Service Customer Service data HTTP Marketing Technical Support
2009 - 2010

Starbucks Coffee Company - Blogger/Moderator, MyStarbucksIdea.com

Duties included following up on customer feedback (both good and bad) and crafting an appropriate response.

Recent blogs:
• http://bit.ly/16yvCH
• http://bit.ly/4xQgrD
• http://bit.ly/3NClGj
• http://bit.ly/8hxExk

Awards and Recognition:
•MyStarbucksIdea.com Moderator of the Month (awarded May 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded July 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded August 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded May 2010)
•Featured moderator at MyStarbucksIdea.com (August 2009, September 2009, October 2009, July 2010, August 2010)
•Named one of the top MyStarbucksIdea.com moderators for 2009. (http://bit.ly/5ersIZ)

Key Skills
2009 - 2010

Starbucks Coffee Company - support, Starbucks Card Mobile

•Provided support (via e-mail, phone and MyStarbucksIdea.com) to users of the Starbucks Card Mobile iPhone application.
•Created comprehensive process guides for the product, which are used by customer contact representatives for troubleshooting purposes.

2006 - 2010

Starbucks Coffee Company - customer contact representative

Primary duties include handling customer contacts. Additional duties include processing comment cards and responding to e-mails sent to various starbucks.com e-mail addresses.

2008 - 2008

Starbucks Coffee Company - inside sales representative, Starbucks Global Card Services

Primary duties included providing customer service and sales support to new, existing and prospective clients by answering and following up with incoming calls, processing orders, reviewing creative and/or marketing materials and resolving any logistical or customer service issues that may have arisen.

•Responsible for $1.3M in sales from February 2008-July 2008.

Key Skills
Customer Service Customer Service Marketing
2003 - 2004

Digi Resources, LLC - IT Manager

Duties included updating and maintaining three e-commerce websites.

Attended the 2004 International CES.

Jeff Carroll's Education and Qualifications

2005

Bachelor/Degree - BA, Interdisciplinary Studies

The Evergreen State College

2002

Bachelor/Degree - None, Communications

Washington State University

1999

Bachelor/Degree - ,

Mercer Island High School

Jeff Carroll's Additional Information

Interests

Social media, marketing, advertising

Memberships

•Delta Sigma Phi, Gamma Delta Chapter (Washington State University) (2000-Present)
•Salesforce.com Seattle Users Group (2009-Present)

Awards

•Washington State University Residence Life Leadership Award (awarded 2001)
•Delta Sigma Phi Order of the Sphinx (awarded 2001)
•Starbucks M.U.G. Award (award January 2008)
•Starbucks Coffee Master (awarded November 2008)
•Starbucks Customer Contact Center's Partner (Employee) of the Quarter (Q3 of FY07)
•Starbucks Customer Contact Center's Partner (Employee) of the Month (awarded December 2008)
•Starbucks BRAVO! Award (awarded May 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded May 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded July 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded August 2009)
•MyStarbucksIdea.com Moderator of the Month (awarded May 2010)
•Became an appsfire.com Featured VIP (June 2010)