Experience

Flowhub

• United States
• Software Development
• 1 - 100 Employee

• Product Support Manager

  • Mar 2020 - Present

  • Partnered with Legal, Director and V-titles to accurately interpret emerging laws and convey those requirements back to the Product and Engineering Team for development • Facilitated a new prioritization process for bugs using Salesforce Reports and Dashboards, using ARR, Number of Locations, Frequency of Issue and Gross Market Value over a running 30 days • Handled the SLA statistics reporting for Product Support and ensured we hit our month-to-month goals month over month • Coached… Show more • Partnered with Legal, Director and V-titles to accurately interpret emerging laws and convey those requirements back to the Product and Engineering Team for development • Facilitated a new prioritization process for bugs using Salesforce Reports and Dashboards, using ARR, Number of Locations, Frequency of Issue and Gross Market Value over a running 30 days • Handled the SLA statistics reporting for Product Support and ensured we hit our month-to-month goals month over month • Coached Tier I and Tier II agents on how to better their handle times by taking notes during the call, how to direct the caller to stay on the issue and QA'ing their calls to ensure clients were receiving the same level of service • Assisted in saving multi-store operators via Acknowledge, Empathy, Reassure (AER) methodology and leveraging current Flowhub features and roadmaps • Improved Intercom chat service with the creation of new Bots, Banners and Product Tours, seeing a 15% downtrend in received calls and a increase in chat, email and bot usage • Created and maintained SOPs and stored them in Confluence and Atlassian's data repository • Forecasting Product Support inbound calls and emails for accurate workforce allocation using Dialpad, Intercom and Salesforce Reporting Show less • Partnered with Legal, Director and V-titles to accurately interpret emerging laws and convey those requirements back to the Product and Engineering Team for development • Facilitated a new prioritization process for bugs using Salesforce Reports and Dashboards, using ARR, Number of Locations, Frequency of Issue and Gross Market Value over a running 30 days • Handled the SLA statistics reporting for Product Support and ensured we hit our month-to-month goals month over month • Coached… Show more • Partnered with Legal, Director and V-titles to accurately interpret emerging laws and convey those requirements back to the Product and Engineering Team for development • Facilitated a new prioritization process for bugs using Salesforce Reports and Dashboards, using ARR, Number of Locations, Frequency of Issue and Gross Market Value over a running 30 days • Handled the SLA statistics reporting for Product Support and ensured we hit our month-to-month goals month over month • Coached Tier I and Tier II agents on how to better their handle times by taking notes during the call, how to direct the caller to stay on the issue and QA'ing their calls to ensure clients were receiving the same level of service • Assisted in saving multi-store operators via Acknowledge, Empathy, Reassure (AER) methodology and leveraging current Flowhub features and roadmaps • Improved Intercom chat service with the creation of new Bots, Banners and Product Tours, seeing a 15% downtrend in received calls and a increase in chat, email and bot usage • Created and maintained SOPs and stored them in Confluence and Atlassian's data repository • Forecasting Product Support inbound calls and emails for accurate workforce allocation using Dialpad, Intercom and Salesforce Reporting Show less



Green Dragon

• United Kingdom
• Alternative Medicine
• 1 - 100 Employee

• General Manager

  • Feb 2017 - Mar 2020

  • Creation of a brand new training guide and onboarding layout, ensuring associates knew how to expedite customer queues while not sacrificing the customer experience • Coached employees to a new process I created that allowed for faster transactions at high-volume stores, this process encouraged teamwork while improving overall tip amounts and revenue per transaction • Managed three of the top-performing Green Dragons, drastically improving wait times; moving wait times from 20 minutes… Show more • Creation of a brand new training guide and onboarding layout, ensuring associates knew how to expedite customer queues while not sacrificing the customer experience • Coached employees to a new process I created that allowed for faster transactions at high-volume stores, this process encouraged teamwork while improving overall tip amounts and revenue per transaction • Managed three of the top-performing Green Dragons, drastically improving wait times; moving wait times from 20 minutes to 6 minutes • Collaborated with C-level executives to ensure the Marijuana Enforcement Division's standards were met Show less • Creation of a brand new training guide and onboarding layout, ensuring associates knew how to expedite customer queues while not sacrificing the customer experience • Coached employees to a new process I created that allowed for faster transactions at high-volume stores, this process encouraged teamwork while improving overall tip amounts and revenue per transaction • Managed three of the top-performing Green Dragons, drastically improving wait times; moving wait times from 20 minutes… Show more • Creation of a brand new training guide and onboarding layout, ensuring associates knew how to expedite customer queues while not sacrificing the customer experience • Coached employees to a new process I created that allowed for faster transactions at high-volume stores, this process encouraged teamwork while improving overall tip amounts and revenue per transaction • Managed three of the top-performing Green Dragons, drastically improving wait times; moving wait times from 20 minutes to 6 minutes • Collaborated with C-level executives to ensure the Marijuana Enforcement Division's standards were met Show less



AT&T

• San Francisco, California

• Brand Ambassador

  • Sep 2014 - Jan 2017

  • Help pilot the introduction of AT&T’s largest flagship store exceeded revenue in business, home, wireless and satisfaction goals by 110% • Followed proven methods to discover the best value-centric solution for the client, while being a top seller in each market I worked in, Greater Midwest Region (Wichita, KS) and Northern California (San Francisco, CA) • Consistently top three in revenue month over a month using value-based selling methods, hitting my goals by at least 100% every… Show more • Help pilot the introduction of AT&T’s largest flagship store exceeded revenue in business, home, wireless and satisfaction goals by 110% • Followed proven methods to discover the best value-centric solution for the client, while being a top seller in each market I worked in, Greater Midwest Region (Wichita, KS) and Northern California (San Francisco, CA) • Consistently top three in revenue month over a month using value-based selling methods, hitting my goals by at least 100% every month Show less • Help pilot the introduction of AT&T’s largest flagship store exceeded revenue in business, home, wireless and satisfaction goals by 110% • Followed proven methods to discover the best value-centric solution for the client, while being a top seller in each market I worked in, Greater Midwest Region (Wichita, KS) and Northern California (San Francisco, CA) • Consistently top three in revenue month over a month using value-based selling methods, hitting my goals by at least 100% every… Show more • Help pilot the introduction of AT&T’s largest flagship store exceeded revenue in business, home, wireless and satisfaction goals by 110% • Followed proven methods to discover the best value-centric solution for the client, while being a top seller in each market I worked in, Greater Midwest Region (Wichita, KS) and Northern California (San Francisco, CA) • Consistently top three in revenue month over a month using value-based selling methods, hitting my goals by at least 100% every month Show less