Brian Rojas Email & Phone Number

Atlanta, GA, US

Greater Atlanta Area

• Schedule and ensure timely and successful customer onboarding, enablement, and training to help customers realize the business value of Relay's offerings.
• Conduct regular customer calls and on-site visits throughout adoption phase and beyond to ensure full customer utilization of the platforms and products
• Document communication and engagement using the company CRM, Salesforce
• Identify, generate, and facilitate revenue through account management growth, upsells, and cross-sells
• Utilize referrals and existing business relationships to identify how to grow as a partner with existing customer accounts
• Schedule and deliver product demos - online and on-site

• Coordinate customer onboardings for the CustomerSuccess Manager (CSM) communicating with customers and CSMs
• Support the CSM team with account enablement, and training to help customers realize the business value of our offerings.
• Assist the wide variety of customers/company administrators and drivers remotely and on-site; determine the nature of the problem or request and responds or directs individuals to correct resources in a timely manner.
• Act as an escalation path for issues being worked by Customer Service Representatives and Customer Success Managers.
• Champion and advocate for the customer within Relay, being the voice of the customer and coordinating between Relay’s Sales, Product, Services, Support, and Training teams to drive customer success.
• Complete analysis and present periodic reviews of operational performance to Customer Success leadership

• Handling and resolving customer situations via inbound and outbound phone calls, and email, in a high volume environment
• Ascertain customers’ needs or issues and providing helpful and educational solutions to any problems.
• Advise on company/product information.
• Take payment information & other pertinent info such in KYB/KYC compliance
• Working with team lead(s) and customer service manager to ensure proper customer service compliance is being delivered.
• Remained adaptable when handling changes in policies and procedures.

• Initiated outbound calls and received inbound calls from customers in a high volume environment
• Adhered to company policies and procedures, while providing great customer service skills
• Supported multiple queues across different departments
• Negotiated account resolution, accurately input steps taken and documents actions within the customer service systems (Salesforce, JIRA, Corecard) while maintaining company performance and productivity standards.
• Coordinated with the Sales teams when customers required additional loan requests
• Escalated and assisted other team members with calls as needed.

• Responsible for sales activity from lead generation to close while maintaining a close relationship with all clients
• Answer incoming calls, provide help, suggestions, recommendations and advice to clients ordering various products
• Provide remote and in-person support to users
• Handling inbound/outbound calls to clients regarding their orders
• Answered questions and best practices about ticket printingand wristband orders while providing clients with the superbcustomer service
• Additional duties included meeting daily production needs, shipping deadlines, packing orders, preparing shipments and quality control from start to finish

• Answered incoming calls, selling tickets and providing help, suggestions, recommendations and advice to customers related to events, venues, etc
• Made outbound calls informing customers of event changes or cancellations.
• Provided website assistance/live chat to users.
• Additional daily duties included printing, fulfilling and mailing of event tickets and other tasks related to customer service.