As someone with over 10 years experience in customer service, project management, product consulting, and support operations, I am passionate about achieving customer satisfaction and helping my team reach all goals. My background and experience is very customer focused and I’ve always enjoyed being around people, talking with people and making people happy, and so I want to continue that in my career.
Meet & scope system module requirements with newly acquired customers to understand and validate software workflows.
Collaborate with the Project management team and the customer to configure and implement Mark43 for their instance of the platform.
Develop and design training manuals & standard operating procedures aimed at simplifying and improving workflows, identifying issues and ensuring best practices.
Create end-to-end business scenarios for User Acceptance Testing & identify users for testing.
Administer and conduct UAT & training sessions.
Host and log feedback sessions with customers.
Identify and report bugs within the system to the engineering team via JIRA and Zendesk
Manage project workflows and collaborate with team members using online tools such as Asana and Confluence
Work together with the product & support teams to review feedback and discuss potential new enhancements for upcoming releases
Successfully Implemented Mark43 for Major Police Departments across the United States including New Mexico State Police (NM), Milpitas PD (CA), Salinas PD (CA), Lehigh Valley (PA) and Pacific Grove PD (CA).
Developed Help Center Articles & Training Content which included step-by-step instructions on how to effectively use Mark43, information on workflows and recommended configuration setup.
Facilitated New Abilities & Enhancements by meeting with key customers to discuss pain points and log feedback, then meet with the product and engineering teams to develop solutions, and work to fit into the product roadmap.
Handled inbound and outbound calls via telephone and email to troubleshoot issues and provide assistance to internal and external customers with professionalism.
Setup, configure, and provide systems maintenance for clients.
Triage issues and route customer tickets to the correct SME / team via Zendesk & Jira ticketing systems.
Maintain and upkeep the online help center with the latest recommended process’ and procedures.
Communicate product updates in collaboration with the documentation team.
Provide training assistance and lead demos for users both online and in person on how to utilize the Mark43 platform.
Met with Product / Engineering teams to provide suggestions for new enhancements based on end-user feedback.
Support the Implementation and Customer Success teams in post-launch speciality support.
Utilize principles of mathematics and engineering to streamline processes and identify opportunities to prevent company waste and inefficiencies in production.
Develop and design manuals and standard operating procedures aimed at simplifying and improving manufacturing processes, ensuring best practices, evaluating performance, identifying issues, and making improvements.
Train delivery department personnel across all NY sites on route optimization system, log feedback from the staff, and provide technical and administrative support.
Administer audits for various departments and company teams.
Collaborate with the IT department to customize the internal operating system and modernize the dispatch system to ensure consistent correspondence between applications.
Successfully optimized performance across +10 company sites by performing in-depth work measurements and time studies, leveraging business analytics platforms to prioritize underperforming locations, identifying root causes, and developing efficient operating procedures and workflows.
Effectively reduced cost and man hours by identifying inefficiencies, cultivating solutions for improvement, and evaluating current policies and procedures for business operations.
Achieved a 5% boost in delivery time for drivers after redesigning the setup for jobs within the delivery offices and garages.
Implemented a route optimization system for the oil drivers which reduced miles driven by 37%, increased service delivery by 19%, and enhanced on-road time by 13%.
Built and formulated a training program for dispatchers which included step-by-step instructions on how to effectively utilize the route optimization system.
Handle inbound and outbound calls with customers via telephone and email to collect on past due balances.
Monitor accounts to identify outstanding debts and investigate historical customer data / reports for each debt or bill.
Utilize, create, and organize reports of customers according to severity of delinquency.
Listen to customers’ situations to determine if debt could be collected and organize / establish suitable payment arrangements.
Record and notate all phone conversations & emails with customers via Salesforce & other company CRM system.
Process credit card payments and meet / exceed monthly targets for collections
Represent the company in small claims court in order to secure court settlements from customers with delinquent accounts.
Communicate and work with various departments throughout the company to help identify customer issues, solve customer requests and answer customer questions.
Greet & seat customers
Answer inbound phone calls to answer customer questions, enter food orders, and take reservations
Prepares dining room for guests by cleaning and clothing tables, setting decorations, service plates, and utensils
Recommend daily specials and discounts to up-sell limited time food and beverages
Responsible for taking customer orders and ensuring customer satisfaction
Run orders through Toast POS system and confirm cooks are aware of any food allergies or special requests
Serve, re-fill, and deliver food / beverages on time, with accuracy and in a professional manner
Process payments and handle cash / credit transactions
Successfully resolve customer conflict when mistakes were made with orders and payments