In my current role, I act as a dedicated liaison between customers and the software, providing valuable support and guidance. I implement proactive strategies to retain and engage new customers through personalized outbound calls and emails that help increase software usage. I utilize Salesforce to create tailored communication cadences, enhancing customer engagement and loyalty. In addition, I resolve software usage issues promptly, ensuring high customer satisfaction and loyalty. I lead and conduct thorough platform walkthroughs and provide training on best practices to support customer onboarding. Additionally, I actively identify and escalate customer concerns to appropriate resolution paths, optimizing customer experience. Lastly, I recommend additional products and services to enhance customer usage and productivity.

In my role at ServiceTitan I served as the single point of contact during a customer’s onboarding/implementation process. I guided customers from sign-up to customer success. I coordinated data cleanups, data migrations, initial trainings, third-party integrations, and tenant configurations in a SaaS, Field Service Solution platform. I oversaw customer's accounts ensuring that they are using the product correctly and provided demos or training when necessary. I coached and trained customers on product and industry best practices. I displayed exceptional project management skills. I was able to multi-task and manage multiple projects at a time while paying strict attention to detail. I possessed exceptional customer relationship skills.

In my role with Verizon Connect I developed business solutions in a SaaS, Field Service Solution platform for clients to improve work force management and workload delivery. I trained clients on customized software usage and system capabilities. I learned client’s requirements and translated them to process changes and solution needs and suggested best client solutions. I handled customer cases in the CRM tool (Salesforce) submitted via email, application, or voicemail. I participated in knowledge base content creation and facilitated collaborative case work with other departments.

In my role at McMurdo Group I ensured functionality of Network Center elements to provide National Marine Fisheries (NMFS), U.S. Coast Guard and client fishing vessels with crucial, up-to-date information. I monitored performance of Network Operations Center systems, components, data flow, and database management. I executed remote troubleshoot Vessel Monitoring Systems (VMS) and related satellite equipment, managed VMS unit activation and resolved satellite connection problems on the Qualcomm Satellite network. I tracked service contacts and resolutions in CRM system, generated daily reports for Department of Fisheries and Oceans - Canada (DFO), and presented issues and solutions to senior management. I assisted Network Operations Manager in onboarding new employees and continued to offer relevant training and development opportunities. I reviewed client contracts and provisioned for new accounts and equipment; ensured equipment functionality

In my role at the National Support Center for Petco, I ensured optimal performance of IT systems and equipment for local store and 1,500+ corporate employees. I managed equipment procurement and distribution and I was instrumental in all employee training. I documented trouble tickets and collaborated to resolve issues affecting COTS and proprietary HW / SW, network components, printers, and other retail operations technology. I created and administered network and Exchange accounts, participated in system and server configuration, testing and upgrades, and documented processes. I maximized efficacy of IT and retail systems; instrumental in launch of security initiatives protecting revenue.