Marissa Euperio Email & Phone Number

• Deliver expert technical support with in-depth knowledge of Verifiable and Salesforce, ensuring fast and effective issue resolution while maintaining a superior customer experience.• Analyze and diagnose complex issues, escalating advanced cases when necessary, while collaborating with Tier 1 and engineering teams to drive successful outcomes.• Develop and maintain advanced troubleshooting tools and comprehensive documentation to support both internal teams and customer self-service.• Collaborate with product, sales, and customer success teams to continuously improve customer satisfaction and enhance support processes.• Document all customer interactions and solutions thoroughly to ensure knowledge continuity and transparency.• Contribute to knowledge base articles, FAQs, and guides, empowering customers to resolve issues independently.• Lead initiatives to streamline support workflows and drive process improvements across the organization.

Remote

• Technical Ticket Management: Managed the triaging and routing of 2,500+ tickets across IT, Product, Engineering, and Tech Ops departments at Trusted Health, ensuring prompt and accurate allocation to relevant teams.• SLA Oversight: Led SLA management in Slack, Salesforce and Jira, ensuring prompt ticket responses according to type / priority, maintaining internal team support & service efficiency.Technical Liaison and User Collaboration: Acted as a technical liaison, working closely with users to understand their issues and requests, minimizing the need for extensive communication with technical teams and accelerating ticket resolution times.• Project Management & Salesforce Solutions: Assumed additional project management duties, streamlining ticketing processes for Analytics & Data and Marketing, leading to more efficient workflows. Also led the creation of a custom Legal object, aligning with stakeholder needs and strict security protocols, effectively balancing compliance and functionality.• Technical Enablement: Conducted thorough training sessions for all new hires on essential tools, Front, Guru, Asana & Slack, ensuring rapid acclimation and proficiency in our tech stack.

Remote

• Ensured timely and seamless credentialing and onboarding for nurses assigned through Trusted, delivering an exceptional experience with a 0% delay rate across 95+ nurse onboardings.• Led workflow improvement initiatives, including AMN attestations and CSM confirmation forms, driving efficiency and enhancing operational processes.

San Francisco, Ca (Remote)

• Managed the upload of 7,000+ compliance documents across multiple Vendor Management Systems (VMS), ensuring accuracy and adherence to strict guidelines.• Sent over 400 detailed onboarding and timekeeping emails to nurses, requiring exceptional attention to detail and seamless coordination with Operations Coordinators and internal teams.

Ladera Ranch, California

• Self-employed calligraphy and lettering business owner, managing all aspects of operations including logistics, data management, finances, artistry, and client relations.• Built and maintained strong client relationships by understanding their needs and preferences, delivering personalized services that drove repeat business and consistent referrals.

Irvine, Ca

• Managed 600+ volunteers and led key programs such as the Speaker’s Bureau, Wish Ambassador, and Intern programs, overseeing recruitment, training, placement, retention, and recognition.• Delivered over 250 public speaking engagements, facilitating training and information sessions for audiences ranging from 2 to 300 people, enhancing volunteer engagement and education.• Expert in Raiser’s Edge volunteer module, with advanced skills in data management, queries, exports, and constituent record management.• Administered volunteer background checks, maintained the master volunteer database, and ensured compliance through meticulous tracking and reporting of volunteer data for audits.• Supervised one direct report and led recruitment, onboarding, and recognition processes for 4+ staff interns and 40+ college interns annually, fostering a productive and engaged intern program.

Tustin, Ca

Bachelor Of Arts - Ba, Sociology

Concentration: Interactions & Group Relations

Associate Of Arts - Aa, Sociology