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.

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.

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.
• 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.
• 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.
• 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.

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.

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.

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.
• 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.
• 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.
• 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