Emily Greco Email & Phone Number

Boston, MA, US

Boston, Massachusetts, US

• Help to nurture strategic, productive relationships with business and technical stakeholders with mabl's largest customers and become a trusted advisor
• A guiding star for help in implementation and deepening of a customer's investment in mabl's intelligent testing platform
• Troubleshoot issues with test implementation and act as an escalation point between the customer and the rest of the mabl ecosystem
• Work alongside Sales, Customer Success, and Customer Support to monitor and identify trends in customer experience across accounts to identify opportunities for engagement and growth

San Francisco, California, US

• Managed efforts to continue to improve on-call engineers efficiency by reviewing and analyzing data from logging and on-call services weekly, determining trends, and leading changes that would have the highest impact.
• Led multiple upgrades and updates for our PostgreSQL databases, implemented Heroku pipelines to enable CI/CD deployment and used AWS services including Lambda, IAM, SNS and CloudEvents to automate access key rotation.
• As an owner of multiple system tools, led an effort to integrate many of DocSend's Google tools and accounts over to Dropbox-owned; ensured updated documentation was created for every process and system.
• Continued to lead DocSend-owned security processes, including additional penetration and SOC2 compliance requests.

San Francisco, CA, US

• As a non-traditional DevOps Engineer, hit the ground running to deeply understand DocSend's system and tooling infrastructure within the first 6 months, which included Heroku, AWS (Lambda, IAM, CloudFront, etc).
• Using multiple data insights across services such as logging systems and on-call services, led a project to update outdated alerting systems and guidelines and increase productivity and lower fatigue of on-call.
• Led efforts to better improve security by implementing a bug bounty program; assisted the team with SOC2 compliance by running penetration testing from start to finish, including triaging found vulnerabilities to.

San Francisco, CA, US

• Be a product knowledge expert - have a deep understanding of the product to assist users across all use cases, recognize pain points and offer simple and quick solutions.
• Lead and assist the customer support associates with their daily tasks, including ticket triaging, pairing with team members to troubleshoot issues, and jumping into queues when necessary
• Led multiple projects from conception to end including user outreach to improve user churn rate, overhauling Zendesk tagging infrastructure to increase data insights, and multiple documentation updates across both.

San Francisco, CA, US

Concord, California, US

• Respond empathetically to customer questions and requests while improving email response time
• Document current processes; building out storyboards to make improvements based on both internal and external feedback

San Francisco, California, US

• Individually responsible for Accounts Payable and Accounts Receivable for alltransactions across the UpCounsel platform.
• Recognized payment pain points for users and worked with Attorney Success team and Product Team to develop new and useful product features and updates.
• Responsible for resolving all disputes between attorneys, clients, payment processors, and internal parties.
• Managed all client facing customer support; responding in a timely and personable manner to all support requests.
• Built a support tagging framework to allow easy data tracking for all support requests; using this data, updated and created new products to address customer feedback and pain points.
• Worked alongside sales team to provide new product for high-valued users; processed all related invoicing between these users and attorneys

San Francisco, CA, US

Member of team responsible for tracking 100% of Shuddle rides in real-time to ensure passenger safety and driver compliance with policies and driving standards. Recognized trends and shared key insights with product and development teams to help inform new product features and updates. Problem solved app and live ride issues real time with parents and.

San Francisco, California, US

Helped to provide accurate and timely order fulfillment for quilting team. Consistently completed assigned tasks ahead of schedule; following completion would seek out additional tasks. Assisted customer support team in customer replacements and returns.

Managed front office customer service for busy medical office, interacting with both patients and medical staff. Checked patients in for appointments and updated patient information and records as needed in medical record system. Facilitated office transition from paper records to EMR by creating and updating electronic patient charts, and disposing of.