Brian Marcelo Email & Phone Number

San Jose, California, United States

• Work closely with multiple teams throughout the company for escalations, deployments, and support & launch readiness.• Act as a liasion between Engineering departments and the Customer Support organization.• Run post-launch meetings for new Roku hardware and features.• Primary owner of all customer facing issues impacting Roku. • Communicate with and support our CS partner teams with their respective apps and/or devices.

San Jose, California, United States

• Lead three teams in the OS release organisation: Escalations, OS Triage Team and Alpha/Beta Plugins.• Act as a liasion between Engineering departments and the Customer Support organization.• Run post-launch meetings for new Roku hardware and features.• Primary owner of all customer facing issues impacting Roku.

San Jose, California

• Own driving all production/customer facing issues for Roku OS, Roku Players, Roku TVs, Roku Peripherals, Roku Original content, Roku Channels/Partner Channels and Roku Mobile. • Lead a triage team of QA contractors that work on our issue backlog by platform testing, regression testing, and retesting/verifying/resolving bugs.• Act as issue manager and QA liaison to the Roku Customer Support org.• Act as Program Manager for CS by running post-launch meetings for new product introductions for Roku Players, Roku TVs, Roku Originals and Roku peripherals (remotes/speakers/soundbars/subwoofers).• Maintain relationships with customer support partner teams such as Netflix and TCL.• Raise and prioritize issues with product teams and engineering leads for all firmware and channel releases.• Advocate for feature and product improvements based on customer feedback collected from Roku call center, Roku Community, Social pages, product reviews, and partners.• Handle crisis management for large scale system issues impacting customers.• Contribute to customer facing support articles and issue notifications.

Sunnyvale, California

• Work through Cases in Salesforce, Zendesk and emails to triage issues within the LeanData application.• Create and maintain documentation for troubleshooting processes and training.• File bugs and advocate for feature requests with engineering and product teams.• Make change orders when needed to a customer's routing and matching rules.• Advise best practices to external companies when using LeanData within their Salesforce instance.Act as an Implementation Consultant for new accounts (start ups and SMBs): • Perform kick off calls and weekly touchpoints. • Take down and translate customer Lead, Contact, and Account routing requirements. • Build FlowBuilder graphs in their Salesforce sandbox and production instances. • Run test cases and deploy the product to their Salesforce instance. • Train customers on how to make changes and add new additions when needed.

Los Gatos, California

• Served as subject matter expert, program manager, and primary point of contact for Netflix Partners for post-launch issues and outages.• Maintained relationships with 80+ partners across North America, Latin America, Europe, and Asia.• Proactively reached out to other program managers and engineers at partner companies such as Comcast, T-Mobile, Google, Apple, and Vodafone to alert them on outages, share best practices, discuss service boundaries and to resolve issues for our mutual customers.• Created and maintained documentation detailing the aspects of the various partner implementations. Increased efficiency of resolving customer facing issues due to different engineering teams being able to reference the documentation as their source of truth.• Advocated for issue resolution and feature improvements through product teams and their managers. Examples include gaining buy-in to push firmware fixes to partner set top boxes (i.e. Comcast X1), enhance our customer service tools to utilize backend data to guide agent actions, and improving on customer facing copy proposed for new partner messaging in existing Netflix flows (i.e. sign up flow).• Managed the workload of Tier 2 agents who specialized in answering communication from other partner companies’ Tier 2, Tier 3, and account/program managers. Developed training and writing templates to increase efficiency and improve SLA by 75% percent.• Maintained weekly meetings with our domestic and international call center supervisors and leadership to understand partner issues. • Worked closely with Tier 3 Specialists on streaming and billing issues impacting external partners.• Traveled to domestic and international call centers to gather insights on customer facing issues.• Regularly met with Partner Engagement Managers and engineering to give customer service insights.

Los Gatos, California

• Handled technical escalations from global customer service network via IMs, phone calls, and emails.• Triaged technical inquiries from partners' CS and NOC teams.• Traveled to our Netflix CS call center to train our Tier 2 agents to develop technical escalation skills.• Managed bug reporting and CS insights during outages. Documented, investigated, and drove resolution of complex technical issues.• Drove trends from customer service network into product engineering groups to advocate for feature enhancements.• Worked with engineering teams on upcoming website and server changes and proactively identified customer impact and communicated this impact to customer service network.• Provided context and direction to Tier 2 and Knowledge & Learning teams to create and update articles for our internal and public knowledge bases.

Santa Clara, California

• Helped support the Netflix CS global network by working closely with supervisors and team leads from multiple sites/BPOs in investigating and providing fixes for internal and external system issues.• Multitasked utilizing various internal tools to track multiple contacts ranging from employee calls to customer calls in order to gather meaningful data.• Scheduled and performed callbacks in order to troubleshoot outstanding issues and help gather data for the creation of new internal tickets and customer-facing support articles.• Created and helped monitor proposals for new customer-facing Knowledge Base articles.• Worked with voice, chat, and social agents to report high profile content issues to the appropriate content teams.• Partnered with TSRs and Tier 3 agents in order to quantify, qualify, and provide insights daily.• Helped provide customer-facing context to both billing and technical teams in the Los Gatos HQ.• Continually drove to improve tools, methods, and operations to support global initiatives.• Served as a resource for general and technical questions in the Santa Clara site.• Coached and assisted in training new TSRs.• Performed hands on troubleshooting with Android, iOS, Windows, Mac, set top box, game consoles and other consumer hardware.

Santa Clara, California

• Handled 85+ customer calls daily, reaching out to over 40 countries. Provided resolutions for marketing, billing, and technical issues, while maintaining excellent customer satisfaction scores and keeping handle time to less than 4 minutes.• Participated in the testing and launch of the online chat support channel. Helped to test customer service strategies and used the learnings to help create a chat support flow for maximum efficiency for over 1000+ chat support agents. • Service observed calls and read chat transcripts for quality assurance purposes.• Worked on the verified corporate @NetflixHelps customer service Twitter account and created the initial training manual for use in onboarding new hires. Responded to 300+ tweets daily, increased initial followers from 30k to 80k, and worked with high profile Twitter personalities and VIPS to resolve issues quickly and efficiently.• Helped in launching an international call center of 40+ agents. Regularly coached agents, trained them on correct chat usage, and performance managed the agents while on-site.

Creative Writing Department

• Collect, read, and grade undergraduate papers. • Answer student inquiries via email regarding grades, homework assignments, and midterms/finals.• Hold office hours with students in order to address concerns or other matters.• Assist professor in-class when necessary. • Create/research extra credit opportunities.

Creative Writing Department

• Assisted in projects such as The Tomas Rivera Conference (2009, 2010) and Writers Week (2010, 2011, 2012). • Attended meetings, promoted events through email/mailed flyers, and answered all questions posed by students or staff. • Helped around the office as an assistant for the Management Services Officer.

Master Of Fine Arts (M.F.A.), Creative Writing And Writing For The Performing Arts

Activities and Societies: Alpha Phi Omega

Bachelor Of Arts (B.A.), Creative Writing

Activities and Societies: Alpha Phi Omega, University Honors ProgramGraduated Cum Laude

Education record