Le L. Email & Phone Number

San Leandro, Ca, Us

Pleasanton, California, Us

• SaaS startup leading the space of client booking & entrepreneurship for salons, gyms, tattoo parlors, and HIPAA-compliant spas, medical clinics, & wellness providers in US, Canada, Australia, & the UK. Live phone, chat, & email response to both professional & client users on Windows, Android, & iOS across all devices & web browsers. Resolving 9/10 support & billing inquiries, with remainder escalated to SMEs, Engineering & Product Management.Provide consultation to mid-size businesses (>$4K daily sales) on how to:• Edit HTML website and connect a custom URL.• Design & automate mass marketing campaigns via email & text.• Define client booking, cancellation & refund policies, and enforce them on Vagaro.com marketplace.• Transfer & sync clients, appointments & other Excel data to & from 3rd party systems.• Build client database, cleanup & de-duping of profiles, and onboarding with Vagaro Forms, contracts, & SOAP notes.• Add employee profiles and delegate flexible permission & access roles.• Configure payroll periods, commission hierarchies & other compensation, and run accounting.• Anticipate credit card processing & ACH fees, and comply with state & federal employment & tax regulations in US, CAN, AUS, vs. UK.• Set up, test, & troubleshoot point-of-sale stations including credit card readers compatible only in US, CAN, AUS, vs. UK, and 2-way payment screens, cash drawers, & receipt printers via both Bluetooth & direct USB connections.• Monitor merchant & deposits reports, and how to act on clients' charge disputes.Tools, Vendors & Integrations:• Certegy digital payments• GoDaddy domains & DNS setup• GoToMeeting• Gusto payroll• Microsoft Azure cloud (365: Outlook, Teams)• RingCentral phone queue• Plaid identity verification• ProPay credit card processor• Quickbooks accounting• Stripe credit card processor• Twilio text marketing• Zendesk support ticketing & live chat• Zenswipe aka Zen Payments processing

Foster City, California, Us

• SaaS procure-to-pay platform for business purchasing, invoicing, spend approval and supply chain management.• Collaborated with Customer Success and Technical Account Managers, and monitored our community boards to identify most urgent, outstanding bugs from customer base.• Advised Software Engineering, Product Management, and QA of bugs to be fixed per agile cycle (2-week sprints and 3 major releases per year).• Submitted code changes (mostly Ruby on Rails, and some HTML & HAML) for build check (TeamCity, Jenkins) and peer review (GitHub) to be merged into master production branches to all customers.• Executed functional, regression, and automated testing (Rspec, Selenium, ChromeDriver) based on customer’s steps and use cases. Documented in JIRA and TestRail.• Other tools used: Slack, Sublime, and Zoom.

Foster City, California, Us

• Level III Technical Support. Reviewed every report of customer-facing bug submitted by Level II for quality and accuracy.• Central point of communication between customer & Level II Support vs. other internal teams (Engineering, Product Management). Accountable for resolving issues per Service Level Agreements.• Technical presenter on customer-facing escalation calls to demonstrate expected behavior of product, perform live troubleshooting, etc.• Stack: Amazon Web Services EC2 and S3, MySQL, and RESTful API in JSON and XML formats.• Other tools used: Airbrake, Kibana, New Relic, PagerDuty, and Unix via Mac iTerm2.

Foster City, California, Us

• Resolved issues between Coupa platform vs. middlewares and ERP systems such as SAP, Oracle (PeopleSoft), Salesforce (Mulesoft), Boomi Atomsphere, Workday, Netsuite. Mainly data transmissions via CSV files, cXML payloads, or the API.• Dedicated contact for accounts including Amazon.com. Responsible for completing final configurations (editing sFTP folder directory, enabling PGP encryption) before Go-Live of any new integration.• Initiated project with Performance Engineering to test Coupa platform’s limitations on record counts, and wrote first customer-facing Knowledgebase article documenting these limits. Documentation had been widely requested by customers for years.

Foster City, California, Us

• Frontline phone & e-mail point-of-escalation to onboarding Coupa customers. • Dedicated contact for accounts including Vail Resorts and Mondelez International. Weekly calls with customers (typically directors of finance & operations departments) providing updates on all outstanding support tickets and bug reports.• Tools used: Confluence and JIRA, Salesforce ServiceCloud, Zendesk.

Emeryville, California, Us

• Frontline phone & e-mail point-of-escalation to users of Sierra Integrated Library Systems for ordering, cataloging, and circulation of physical and digital library items.• Daily customer interaction with leaders of over 50% of universities and public libraries globally, including New York Public Library (world’s 4th largest library with 55 million catalog items, 18 million annual patrons, and $250 million annual budget).• Troubleshoot functions such as invoice processing, bibliographic record loading, data mapping, generating reports, managing fund codes.• Tools and systems used: Confluence, JIRA, Linux, PostgreSQL, Windows, Zoom.

Los Angeles, Ca, Us

• Logged tapes, wrote production notes, conducted research & fact-checking, and handled communication & follow-up for acquiring license clearances for Emmy-winning documentary series.

Us

• Assistant on City's Bookmobile service, visiting rotating schedule of childcare facilities, hospitals, rehabilitation centers, halfway houses, senior living homes, and public parks.• Provided customer service to all patrons, delivered requested items, checked items in and out, activated new library card accounts, processed requests for new items, and directed traffic flow in and out of Bookmobile.