Alan Roza Email & Phone Number

Atlanta Metropolitan Area

Seattle, Washington

Seattle, Washington

Seattle, Washington

• Dedicated product & technical support contact for 14 of the top 100 companies and partners for DocuSign Inc..
• Evaluating technical issues/use cases and generating solutions suite requiring working knowledge of HTML, SSO, SQL, XML, Salesforce, JIRA, REST/SOAP APIs, CSS, JavaScript
• Regularly interface with C level and Administrative clients/users, providing suggestions and enhancements to increase adoption within their company.
• Work closely with Engineering and Product Management on issues impacting current Enterprise accounts to identify and improve issues in processes.

Greater Omaha Area

• Assisted in strategizing the creation of HubSpot's first fully remote support team
• Helped to onboard, train and mentor 11 new technical support hires
• Continued to aid customers in troubleshooting and navigating HubSpot software over both phone and email
• Communicated customer needs and experiences to the product team to improve software usability

Cambridge, MA

• Specialized in troubleshooting complex technical, sales, and marketing issues with HubSpot customers pertaining to their use of our Marketing and Sales platforms.
• Evaluated technical problems and generating solutions suite requiring working knowledge of HTML, CSS, HubSpot Markup Language (HubL), DNS, Salesforce, JIRA, REST APIs, Ads, Reporting and Analytics
• Understood customer frustrations and working to create solutions that meet their needs
• Aided in the implementation of external CRM platform integrations, such as Salesforce, and addressing questions concerning how the two systems function together
• Managed a large volume of case work to resolve customer issues in a timely manner
• Ended past 90 days with a 86+ NPS score because of excellent customer service and communication skills

Greater Omaha Area

• Provided service support to clients for a specific product or group of products and considered the primary liaison between the client and First Data.
• Defined and/or resolved moderately complex customer problems within the designated product lines.
• Had full service issue accountability, including incident reports, client interaction, ServiceCenter usage, adhering to client service level agreements, monitoring liability issues and escalation to the ServiceManager.
• Provided consultative servicing in order to meet client and First Data objectives, fostering positive relationships with the client and internal departments.

Lincoln, Nebraska Area

• Managed the On the Job Training and Job Hazard Analysis accounts
• Completed a profit sharing project, saving over $4500 a year and an overall continuous improvement
• Learned all aspects of the Learning Management System
• Assigned with the development of new training offerings
• Assigned with revamping the Learning and Development Brand for Lincoln Industries
• Assigned with the facilitation of current and potential development offering

• Sold print advertising to local businesses in the Omaha Area, Creighton University, and University of Nebraska-Omaha markets, with over $10,280 in sales over the summer
• Cold called 30-40 new or current advertisers daily while using active listening and persuasion to overcome objections
• Ranked 17 out of 37 interns in the region, with 102,367 in sales as a team in the Omaha Area
• Blue Collar Award for averaging over 35 sales calls a day