Keary Norcio Email & Phone Number

San Francisco, California, United States

United States

Remote

Provide support for POS integrations using our Polling Client software, API, or sFTP import methods.Resolve issues by debugging integrations and updating code as needed using Visual Studio and GitLab.Investigate defects reported from the Customer Support team and communicate back the issue in language non-developers can easily understand.Work with POS providers on integration improvements and troubleshooting.Create and apply import translations to adjust how data from the POS is interpreted based on the customer needs and/or POS specific requirements.Assist in building API based internal tools.Create and maintain training and troubleshooting documentation.Languages used: VB.Net, C#, SQL.

Remote

*Company merged with R365 in June 2021*Support integrations with POS systems using our Polling Client software, API, or sFTP import methods.Research and resolve issues with data discrepancies or import issues with POS system data.Work with POS providers on integration improvements and troubleshooting. Apply import translations using SSMS to make adjustments to how we are importing the customers' data based on preferences or POS specific needs Create training and troubleshooting documentation

Remote

Work directly with customers to plan and roll out new POS systems at their restaurants.Advise client on best practices.Work with POS providers on integration improvements and troubleshooting.Review, adjust, write SQL queries.Implement new customer configurations for the Compeat Advantage Accounting software.Map POS items to daily sales report definitions.Audit customer data to verify accuracy and identify additional data needing to be mapped.Remote into customer POS systems to install and troubleshoot the polling clients.Creating training and troubleshooting documentation.Additional responsibilities:Salesforce Administrator responsible for updates for customer support processes. Implement and manage Service Rocket Salesforce to Jira cloud connector. Member of the Jira Improvement Committee focused on improving processes inside Jira and via Salesforce.

Petaluma, Ca

Create and lead a support team across two offices (CA & TX) supporting customers with issues and/or mapping of data between their POS system and Compeat products.Coach team on effective project management tactics.Perform weekly 1-1 meetings with employees in person and remotely.Review weekly Net Promoter Scores and take action when needed.Work with POS providers on integration improvements and troubleshooting.Implement new customer configurations for the Compeat Advantage Accounting software.Review and adjust SQL queries.Map POS items to daily sales report definitions.Audit customer data to verify accuracy and identify additional data needing to be mapped.Remote into customer POS systems to install and troubleshoot the polling clients.Creating training and troubleshooting documentation.Additional responsibilities:Salesforce Administrator responsible for updates for customer support processes. Implement and manage Service Rocket Salesforce to Jira cloud connector. Member of the Jira Improvement Committee focused on improving processes inside Jira and via Salesforce.

Novato, Ca

Develop and implement a customer support community aimed at connecting users and empowering them to become a product expert.Worked with other department managers to increase the buy in of the community in each of their departments.Encourage community engagement by reaching out to community members and consistently adding relevant content.Gathered feedback and new ideas for product enhancements and worked with the product development team to review and implement these ideas.Coach and support the client services team on how to address customer support inquiries.Meet with other Customer Success Managers to discuss any areas in need of improvement to ensure the team is providing an exceptional customer experience.Create a streamlined funnel for escalated support tickets to ensure prioritization and ticket management is aligned with the current SLA.Triage all defect issues and transferred tickets from Salesforce and an internal ticketing management system to Jira.Assist in the transition from the internal ticketing management system used by Ctuit to Salesforce after the acquisition.

Novato, California, United States

*Company merged with Compeat July 2017*Develop and implement a customer support community aimed at connecting users and empowering them to become a product expert.Worked with other department managers to increase the buy in of the community in each of their departments.Encourage community engagement by reaching out to community members and consistently adding relevant content.Gathered feedback and new ideas for product enhancements and worked with the product development team to review and implement these ideas.Coach and support the client services team on how to address customer support inquiries.Meet with other Customer Success Managers to discuss any areas in need of improvement to ensure the team is providing an exceptional customer experience.Create a streamlined funnel for escalated support tickets to ensure prioritization and ticket management is aligned with the current SLA.Triage all defect issues and transferred tickets from Salesforce and an internal ticketing management system to Jira.Assist in the transition from the internal ticketing management system used by Ctuit to Salesforce after the acquisition.

Novato, California

Assist in the development and implementation of new client on-boarding process and procedures in order to reduce new client roll out completion time and identify area in need of improvement in the sales and on-boarding process.Conduct online training sessions to new clients and led on boarding process to ensure the client has all of the tools they need to optimize their use of the products.Coach new and existing clients on how to use Ctuit RADAR to provide insights into their restaurants in order to control costs, monitor productivity, and increase profits. Provide ongoing assistance for clients from troubleshooting technical issues to advising on how to solve business pain points through providing additional resources and/or best practices.Ensured positive customer experience by proactively managing and growing customer relationships.Provide internal training on tools to allow to better equip Client Services with the ability to understand and coach clients.

San Rafael, Ca

Implemented a recruiting program that reduced annual recruiting costs by over $150,000 while increasing the amount of qualified candidates by over 200% and decreasing employee turnover by 40%.Identified, developed and evaluated recruitment marketing strategies based on knowledge of company objectives and current market trends.Develop and maintain company career website and ATS system.Created organizational flow charts and career path reports to evaluate employee compensation information. Conducted new employee orientation to foster positive attitude toward organizational objectives.In charge of payroll processing and administration, record keeping, and benefit administration.

Upper Lake, Ca

Promotions Management: Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies.Managed the in-house advertising program consisting of print and media collateral pieces.Leveraged social media websites such as Facebook to promote services and gauge customer needs and preferences.Create and maintain analytical data to reflect the effectiveness of promotions on player count and play levels.Create and maintain spreadsheets for tracking casino play as well as business reports reflecting on the influence of promotions on casino play. Develop daily plans to ensure flawless execution of all scheduled events and promotions without effecting customer service. Customer Service Management:Trained staff on proper customer service and conflict resolution procedures. Conversed with guests on how we can make their experience better. Evaluate guest comp status and offer comped services when available. Facilitate interdepartmental communication to effectively provide exceptional customer service to all guests.Provide specialized and enhanced hosting services to VIP guests. Monitor VIP guest accounts activity during promotions to ensure all entries are submitted without the guest needed to leave their seat.

Ukiah, Ca

Developed training plans for employees as well as schedule and conduct training meetings within my department.Investigated red flags for fraud, embezzlement, money laundering, tax evasion, false accounting statements, organized crime, terrorist financing and insider trading.Monitored customer accounts for stop payments in accordance with the stop payment worksheets initiated by the customer to prevent unwanted transactions from processing. Researched and attempted to contact customers with dormant accounts to prevent escheatment to the government. Investigated and resolved discrepancies in monthly bank accounts while under tight deadlines. Conduct internal auditing to ensure accuracy.Complied with regulatory requirements including Bank Secrecy Act, Anti-Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.

Lakeport, Ca

Marketing Management:Set daily targets for sales and customer experience times. Communicate goals to all staff members and provide motivation to reach the daily sales goals.Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.Coach employees on how to effectively offer products to increase sales and advertise new items.Coach employees on how to improve speed without sacrificing quality in order to meet/exceed our targets. Develop promotion plans for new product roll outs and train Crew Trainers on the proper sales and execution procedures for these new items. Followed up with Crew Trainers to ensure all staff was informed and ready to deliver our new products and/or promotions. Operations Management: Prepare and review sales reports to monitor and identify trends and make adjustments to staff and promotions as needed.Review sales and labor levels throughout the day and adjust staff as needed to maintain a labor percentage of <15% of sales. Monitor product waste and communicate to Shift Managers and Crew Members how they can reduce waste while reaching current customer experience targets.Continually monitor and improve Quality, Service, and Cleanliness.People Management: Schedule employees according to sales levels for optimum coverage during the fluctuation busy and slow hours without causing high labor costs. Resolve conflicts between staff members. Determined staffing requirements and interviewed, hired and trained new employees.Assigned new employees to a Crew Trainer to provide consistent training throughout the New Hire Training Program.

Lakeport, Ca

Reservation Management: Booked, confirmed, changed, and organized reservations for single use by individuals as well as large events such as fishing tournaments, car shows, and weddings. Ensured all guests received the exquisite customer service they deserved while on vacation.Housekeeping Management: Scheduled housekeeping and grounds keeping staff according to reservation levels to ensure all guests would be accommodated for in a timely manner. Performed room checks to evaluate the cleanliness and comfort of the room prior to guests arrival. Coached staff on areas of improvement.General Office Management: Managed accounts receivable and accounts payable. Followed up with vendors and clientele to ensure timely payment of all invoices on both ends.Processed daily emails regarding all aspects of the business and adjusted the General Manager's calendar accordingly. Scheduled office staff to provide coverage during office hours. Trained new and current employees on all company policies and procedures.

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