Kai Tuma Email & Phone Number

San Diego, California, United States

𝙎𝙚𝙣𝙞𝙤𝙧 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 𝙎𝙥𝙚𝙘𝙞𝙖𝙡𝙞𝙨𝙩, 2022-2023Collaborated with customers to ensure data quality and provide helpful feedback.Actively supported customer requests via Jira, Zendesk, and Freshdesk tickets by providing prompt responses and follow-ups.Ensured assistance and expertise through open communication with clients via Zoom, email, and telephone.Effectively and efficiently troubleshot application-specific issues, such as… Show more 𝙎𝙚𝙣𝙞𝙤𝙧 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙊𝙥𝙚𝙧𝙖𝙩𝙞𝙤𝙣𝙨 𝙎𝙥𝙚𝙘𝙞𝙖𝙡𝙞𝙨𝙩, 2022-2023Collaborated with customers to ensure data quality and provide helpful feedback.Actively supported customer requests via Jira, Zendesk, and Freshdesk tickets by providing prompt responses and follow-ups.Ensured assistance and expertise through open communication with clients via Zoom, email, and telephone.Effectively and efficiently troubleshot application-specific issues, such as data updates and local listing errors, in a timely manner by proactively communicating with customers and anticipating their needs.Communicated through social network support channels to escalate client-branded issues.Maintained a 98% + CSAT score.Provided subject matter expertise in regard to Google Business Profile, Apple Business Connect, Meta, and other listing directories.Cross-trained multiple team members on the SaaS platform and local SEO best practices.𝐒𝐞𝐧𝐢𝐨𝐫 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭, 𝟐𝟎𝟐𝟏-𝟐𝟎𝟐𝟐Onboarded 100,000+ enterprise locations onto SaaS platform for localized marketing management.Collaborated with internal and external stakeholders to develop standard operating procedures based on customer-specific needs.Worked closely with customers to identify, correct, and advise on how to align business objectives using our software. Provided training and ongoing support.Collaborated efficiently and effectively with Sales, Development, and Services teams to ensure successful customer transitions before and after onboarding.Provided top-tier phone and email technical support on the platform to quickly identify and assist with issues and escalate them appropriately.Streamlined customer implementations to achieve a desirable time-to-value expectation.Provided thoughtful insight on how to better implement systems to set customers up for continued success. Show less

San Diego, California

𝐒𝐞𝐧𝐢𝐨𝐫 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭, 𝟐𝟎𝟏𝟖-𝟐𝟎𝟐𝟎𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐂𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐨𝐫, 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭, 𝟐𝟎𝟏𝟓-𝟐𝟎𝟏𝟖Collaborated with all internal teams (including Sales, Engineering, and Operations) to ensure effortless handoffs before and after implementation.Guaranteed 125+ successful client implementations by providing documentation and platform training.Prepared implementation timelines for… Show more 𝐒𝐞𝐧𝐢𝐨𝐫 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭, 𝟐𝟎𝟏𝟖-𝟐𝟎𝟐𝟎𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐂𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐨𝐫, 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐬𝐭, 𝟐𝟎𝟏𝟓-𝟐𝟎𝟏𝟖Collaborated with all internal teams (including Sales, Engineering, and Operations) to ensure effortless handoffs before and after implementation.Guaranteed 125+ successful client implementations by providing documentation and platform training.Prepared implementation timelines for 125+ clients and communicated next steps and any blockers.Managed setup and configurations of the SaaS platform for the client.Scheduled additional training sessions, as needed, for clients pre- and post-implementation to ensure client comfort with using the software.Worked with all internal teams to resolve issues as they arose to ensure 100% successful client implementation. Served as main point of contact for clients, ensuring project deliverables were on time and within scope with a 100% success rate.Delegated project tasks based on staff members’ individual strengths, skill sets, and experience levels.Developed 125+ comprehensive project plans with external and internal stakeholders for use as an effective communications tool and assisted with onboarding onto the SaaS platform.Helped design and implement standard procedures for listing implementations, resulting in a 60% increased timeline.Instrumental in bridging the gap between implementation and ongoing maintenance of client onboarding. Provided continuity for the client and remained with them for the duration of their lifecycle.Communicated with Account Directors and complied with national/internal brand requirements via email and teleconferences.Acted as a point of contact for clients when the Account Director needed a subject matter expert.Collaborated with Engineering, Operations, and Customer Success teams (among others) to automate features in our internal platform and streamline and evolve processes. Show less