Experience

FloWater

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Operations Engineer

  • Aug 2019 - Mar 2020

  Performed light plumbing work along with the installation of new FloWater refill stations in customer offices, schools, gyms, retail, daycare, and hotels. Dealt with emergency situations with clients. General service maintenance and cleaning of refill stations - Troubleshooting and resolving issues with machines. Fast-paced high-quality work ethic to ensure customer satisfaction. Performed light plumbing work along with the installation of new FloWater refill stations in customer offices, schools, gyms, retail, daycare, and hotels. Dealt with emergency situations with clients. General service maintenance and cleaning of refill stations - Troubleshooting and resolving issues with machines. Fast-paced high-quality work ethic to ensure customer satisfaction.



Bevi

• United States
• Food and Beverage Services
• 100 - 200 Employee

• Field Engineer

  • Nov 2018 - Aug 2019

  Lead troubleshooting efforts with Bevi systems. Perform machine installations and preventative maintenance. Schedule and execute planned and unplanned service calls in and around the Bay Area, act as the liaison between the client and Bevi team members. Train and support partners on equipment maintenance and troubleshooting. Identify areas of opportunities (i.e. flavor changes, new product additions, better service processes, competitive presence, etc.) as it relates to customer… Show more Lead troubleshooting efforts with Bevi systems. Perform machine installations and preventative maintenance. Schedule and execute planned and unplanned service calls in and around the Bay Area, act as the liaison between the client and Bevi team members. Train and support partners on equipment maintenance and troubleshooting. Identify areas of opportunities (i.e. flavor changes, new product additions, better service processes, competitive presence, etc.) as it relates to customer service. Communicate opportunity areas to the Service Ops and Engineering Teams. Be the face of the company to deliver upon our brand promise on customer service. Show less Lead troubleshooting efforts with Bevi systems. Perform machine installations and preventative maintenance. Schedule and execute planned and unplanned service calls in and around the Bay Area, act as the liaison between the client and Bevi team members. Train and support partners on equipment maintenance and troubleshooting. Identify areas of opportunities (i.e. flavor changes, new product additions, better service processes, competitive presence, etc.) as it relates to customer… Show more Lead troubleshooting efforts with Bevi systems. Perform machine installations and preventative maintenance. Schedule and execute planned and unplanned service calls in and around the Bay Area, act as the liaison between the client and Bevi team members. Train and support partners on equipment maintenance and troubleshooting. Identify areas of opportunities (i.e. flavor changes, new product additions, better service processes, competitive presence, etc.) as it relates to customer service. Communicate opportunity areas to the Service Ops and Engineering Teams. Be the face of the company to deliver upon our brand promise on customer service. Show less



SpotOn

• United States
• Software Development
• 700 & Above Employee

• POS Specialist - Technical Engineer

  • Jul 2017 - Oct 2018

  Provided outstanding support to SpotOn merchants, and Sales Partners through chat, phone and email channels via Zendesk. Communicated instructions and workarounds to SpotOn clients to help resolve issues. Performed Tier 1- 4 troubleshooting and fixes in web-based POS production environments. Worked with Sales to schedule new merchant installations. Gathered feedback from end users to help drive product improvements. Provided documentation and communication skills to triage… Show more Provided outstanding support to SpotOn merchants, and Sales Partners through chat, phone and email channels via Zendesk. Communicated instructions and workarounds to SpotOn clients to help resolve issues. Performed Tier 1- 4 troubleshooting and fixes in web-based POS production environments. Worked with Sales to schedule new merchant installations. Gathered feedback from end users to help drive product improvements. Provided documentation and communication skills to triage, escalate and reproduce issues for Product, Services and Engineering teams. Documented customer feature requests and bugs while contributing to the knowledge base. Provided training and demonstrations for POS products post installation. Show less Provided outstanding support to SpotOn merchants, and Sales Partners through chat, phone and email channels via Zendesk. Communicated instructions and workarounds to SpotOn clients to help resolve issues. Performed Tier 1- 4 troubleshooting and fixes in web-based POS production environments. Worked with Sales to schedule new merchant installations. Gathered feedback from end users to help drive product improvements. Provided documentation and communication skills to triage… Show more Provided outstanding support to SpotOn merchants, and Sales Partners through chat, phone and email channels via Zendesk. Communicated instructions and workarounds to SpotOn clients to help resolve issues. Performed Tier 1- 4 troubleshooting and fixes in web-based POS production environments. Worked with Sales to schedule new merchant installations. Gathered feedback from end users to help drive product improvements. Provided documentation and communication skills to triage, escalate and reproduce issues for Product, Services and Engineering teams. Documented customer feature requests and bugs while contributing to the knowledge base. Provided training and demonstrations for POS products post installation. Show less



Revel Systems

• United States
• Software Development
• 300 - 400 Employee

• Client Success Manager - Field Operations

  • Jun 2015 - Dec 2016

  Provided initial consultation with new customers, identified key product features targeted to their business and assisted sales teams with providing and negotiating sales quotes. Performed initial on-boarding of new clients including hardware and software setup, troubleshooting and training. Deployed and installed iPad POS based solutions and upgraded existing hardware. Established strong relationships with clients including understanding their business objectives identified how… Show more Provided initial consultation with new customers, identified key product features targeted to their business and assisted sales teams with providing and negotiating sales quotes. Performed initial on-boarding of new clients including hardware and software setup, troubleshooting and training. Deployed and installed iPad POS based solutions and upgraded existing hardware. Established strong relationships with clients including understanding their business objectives identified how Revel could meet their needs and staying in regular contact to support customers as well as drive ongoing sales. Provided onsite support. Trained clients on Revel POS and identified features that can be best utilized by their business. Remained in regular contact with Revel clients with regards to build releases, new features and to identify and solve problems that any customer might be experiencing. Maintained expert level knowledge of Revel’s hardware and software solutions. Communicated areas of improvement and feature requests to Revel’s engineering and product teams. Daily travel to customer sites for setup, support, software configuration, troubleshooting, and maintenance. Show less Provided initial consultation with new customers, identified key product features targeted to their business and assisted sales teams with providing and negotiating sales quotes. Performed initial on-boarding of new clients including hardware and software setup, troubleshooting and training. Deployed and installed iPad POS based solutions and upgraded existing hardware. Established strong relationships with clients including understanding their business objectives identified how… Show more Provided initial consultation with new customers, identified key product features targeted to their business and assisted sales teams with providing and negotiating sales quotes. Performed initial on-boarding of new clients including hardware and software setup, troubleshooting and training. Deployed and installed iPad POS based solutions and upgraded existing hardware. Established strong relationships with clients including understanding their business objectives identified how Revel could meet their needs and staying in regular contact to support customers as well as drive ongoing sales. Provided onsite support. Trained clients on Revel POS and identified features that can be best utilized by their business. Remained in regular contact with Revel clients with regards to build releases, new features and to identify and solve problems that any customer might be experiencing. Maintained expert level knowledge of Revel’s hardware and software solutions. Communicated areas of improvement and feature requests to Revel’s engineering and product teams. Daily travel to customer sites for setup, support, software configuration, troubleshooting, and maintenance. Show less



Yammer, Inc.

• United States
• Software Development
• 1 - 100 Employee

• Support Engineer Level II

  • May 2011 - May 2014

  Respond to incoming trouble tickets and perform proactive support for customers both internal and external. File trouble tickets with the engineering team, and work closely with engineering to diagnose, troubleshoot, and resolve product and device related issues. Assist the Customer Success team to resolve client issues. Take ownership for product improvement and participate in pre-release activities and BETA programs. Communicate feedback from users to the Product Team to assist in improving… Show more Respond to incoming trouble tickets and perform proactive support for customers both internal and external. File trouble tickets with the engineering team, and work closely with engineering to diagnose, troubleshoot, and resolve product and device related issues. Assist the Customer Success team to resolve client issues. Take ownership for product improvement and participate in pre-release activities and BETA programs. Communicate feedback from users to the Product Team to assist in improving the platform with development and application. Share knowledge with others through the creation of solution and training documents, contributing to social media, engaging in technical communities, and building automated self-help solutions. Foster positive customer relationships and build customer loyalty in Yammer, while effectively managing challenging situations. Show less Respond to incoming trouble tickets and perform proactive support for customers both internal and external. File trouble tickets with the engineering team, and work closely with engineering to diagnose, troubleshoot, and resolve product and device related issues. Assist the Customer Success team to resolve client issues. Take ownership for product improvement and participate in pre-release activities and BETA programs. Communicate feedback from users to the Product Team to assist in improving… Show more Respond to incoming trouble tickets and perform proactive support for customers both internal and external. File trouble tickets with the engineering team, and work closely with engineering to diagnose, troubleshoot, and resolve product and device related issues. Assist the Customer Success team to resolve client issues. Take ownership for product improvement and participate in pre-release activities and BETA programs. Communicate feedback from users to the Product Team to assist in improving the platform with development and application. Share knowledge with others through the creation of solution and training documents, contributing to social media, engaging in technical communities, and building automated self-help solutions. Foster positive customer relationships and build customer loyalty in Yammer, while effectively managing challenging situations. Show less



OpenTable

• United States
• Hospitality
• 700 & Above Employee

• Field Operations Engineer

  • Jul 2000 - May 2011

  Installation/Training: Performed all restaurant installation services. Provided initial and follow-up training on the use of the OpenTable system. Consulted with restaurant management to configure OpenTable system to optimize reservation flow. Assisted restaurant management with Internet connectivity, and infrastructure of the OpenTable system. Provided information to Product Management for enhancements of product. Business Development: Maintained relationships with restaurant partners… Show more Installation/Training: Performed all restaurant installation services. Provided initial and follow-up training on the use of the OpenTable system. Consulted with restaurant management to configure OpenTable system to optimize reservation flow. Assisted restaurant management with Internet connectivity, and infrastructure of the OpenTable system. Provided information to Product Management for enhancements of product. Business Development: Maintained relationships with restaurant partners through regular visits, providing continuing education on OpenTable products, upselling, as well as gathering feedback on business needs. Drove participation in OpenTable promotional programs. Worked with restaurant managers to place OpenTable reservation links on websites. Worked with Sales and Operations team to develop restaurant specific strategies to increase use of reservation system software and ensure customer satisfaction. Placed the OpenTable Concierge product with local hotels and trained concierge staff.

• Lead Technical Support Engineer

  • Jul 2000 - May 2011

  Responded to incoming calls and emails from customers in a timely manner. Providing courteous, accurate support. Maintained customer-focus to ensure fast response times for all channels of customer communication. Provided technical support in response to requests from restaurants pertaining to software, hardware, or networking issues. Documented all telephone contacts in ticketing system and email correspondence in issue tracker tool.



UCSF Stanford Healthcare

• Customer Service Representative

  • Dec 1997 - Jul 2000

  Resolved patient billing issues. Served as liaison between doctors and insurance companies in processing claims. Updated customer and hospital information in proprietary database. Trained new employees on company software, policies, and procedures. Collected and processed payments from patients and insurance companies. Resolved patient billing issues. Served as liaison between doctors and insurance companies in processing claims. Updated customer and hospital information in proprietary database. Trained new employees on company software, policies, and procedures. Collected and processed payments from patients and insurance companies.