Experience

Agero, Inc.

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Sales Engineer

  • Aug 2021 - Present

  San Francisco, California, United States Primary Responsibilities: -Continual investment and maintained expertise and currency in platform capabilities, limitations, features, roadmaps, and reference implementations -Prepare and deliver presentations, whiteboarding of Agero's solutions to all levels in the client's organization and across different internal functions -Lead discovery workshop sessions to gather client requirements and critical business challenges including documenting current state and future state needs and… Show more Primary Responsibilities: -Continual investment and maintained expertise and currency in platform capabilities, limitations, features, roadmaps, and reference implementations -Prepare and deliver presentations, whiteboarding of Agero's solutions to all levels in the client's organization and across different internal functions -Lead discovery workshop sessions to gather client requirements and critical business challenges including documenting current state and future state needs and recommendations -Shape and evangelize solution vision based on current features, stated platform roadmaps, and organizational competencies and capabilities that address's client's business and technical outcomes -Support basic implementation and configuration for demos/POCs and works with sales leaders and product teams to execute the POC -Manage documented handover to the Client Implementation Team later in the sales cycle

• Senior Client Implementation Manager

  • Sep 2020 - Sep 2021

  San Francisco, California, United States From my experience, hard work and expertise in implementing large clients onto our roadside platform, I have been promoted to a Senior roll. I work alongside all of the internal stakeholders to implement large scale, insurance, OEM and fleet clients onto our roadside platform. I coordinate between Operations, Billing, Product, Engineering, Network, Legal and the client themselves for a smooth transition and launch of their roadside programs.



SwoopMe, Inc.

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Implementation Manager

  • Nov 2016 - Sep 2020

  San Francisco Bay Area Current Primary Focus - Manage and own customer implementation, communicating regularly with customers to ensure timely onboarding - Provide training to customers and remove points of friction that could delay deal closures - Follow up with customers during the onboarding process to ensure continued and ongoing product usage - Educate customers of available resources in the implementation cycle - Coordinate cross-functional collaboration between sales, product, success and… Show more Current Primary Focus - Manage and own customer implementation, communicating regularly with customers to ensure timely onboarding - Provide training to customers and remove points of friction that could delay deal closures - Follow up with customers during the onboarding process to ensure continued and ongoing product usage - Educate customers of available resources in the implementation cycle - Coordinate cross-functional collaboration between sales, product, success and support functions - Track success metrics of implementation process, closely following company guidelines - Train support staff on all aspects of the business and how to manage inquiries efficiently and effectively - Create Swoop platform training documentation for employees, support, sales and dispatch teams - Conduct software demos for potential customers, highlighting high value features of the Swoop software - Work closely with engineering and product to communicate customer requests, product bugs & roadmap Past Focus - Managed three different offsite dispatch teams - Utilize in depth reporting to locate areas of improvement for dispatch operations and support - Managed specialty roadside events i.e. secondary tows, long distance transports and repossession - Created training documents for three different dispatch teams and executed with onsite training - Managed inbound and outbound calls to local service provider network - Utilized the Swoop platform to manage all roadside events - Partnered with local service provider network to provide insight on improving performance - Managed the damage claims process, investigated both parties to determine a fair resolution - Managing a support team by creating new processes and training to improve the customer experience - Monitoring customer support escalations and success to pinpoint areas for improvement Show less



DA International

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• ESL Teacher

  • Aug 2015 - May 2016

  Guilin, Guangxi, China - Teaching English to kindergarten and primary school children. - Prepared weekly lessons to enhance their speech and listening skills using a Power Point presentation. - Roll model outside of the classroom, participating in activities and games. - Liaison for DA International and the schools, communicating with parents and teachers alike.



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Apple Maps Editor (Net Polarity Contract)

  • Jul 2014 - Jul 2015

  Cupertino, CA - Address customer issues on the Apple Maps application. - Conduct web research through various outlets to find the appropriate information. - Help refine and shape policy around new aspects of the workflow for new projects.



Adecco Staffing, USA

• Operations Field Lead for Adecco at Google

  • Jun 2012 - Jun 2014

  Mountain View ● Managing and leading field operation teams to collect data for Google Indoor Maps domestically and internationally ● Coordinating and delegating work across multiple projects for field and office tasks, ensuring all assignments are completed under strict deadlines ● Utilize analytic and critical thinking skills for data quality control and operational efficiency for multiple projects ● Liaison for Google in the field, being the first contact to valuable partners and the public ●… Show more ● Managing and leading field operation teams to collect data for Google Indoor Maps domestically and internationally ● Coordinating and delegating work across multiple projects for field and office tasks, ensuring all assignments are completed under strict deadlines ● Utilize analytic and critical thinking skills for data quality control and operational efficiency for multiple projects ● Liaison for Google in the field, being the first contact to valuable partners and the public ● Training new hires to be efficient and effective in completing tasks and data collection processes Show less



San Francisco Family Spinal Care

• Chiroworks Sales Representative

  • Jul 2011 - Jun 2012

  505 Beach street, San Francisco, CA ● Utilized excellent customer service and interpersonal skills while greeting walk-up customers and teamed up with the onsite chiropractor to sell coupons for examinations ● Offered a free neck and back check to potential clients while creating a comfortable and pleasant environment by thoroughly answering any questions they might have about our practices



Parks and Recreation, city of San Francisco

• Recreational Leader

  • Nov 2010 - Mar 2012

  ● Served as Mentor and Tutor for children ages 6-11 with homework, athletics and social skills contributing to their enrichment and development in after-school program ● Intermediary between children and parents to commend accomplishments and helped create solutions to problems both small and large establishing a strong community base ● Assisted athletics coordinator in strategies to increase enrollment and revenue through the introduction of programs ● Acted as a golf instructor and… Show more ● Served as Mentor and Tutor for children ages 6-11 with homework, athletics and social skills contributing to their enrichment and development in after-school program ● Intermediary between children and parents to commend accomplishments and helped create solutions to problems both small and large establishing a strong community base ● Assisted athletics coordinator in strategies to increase enrollment and revenue through the introduction of programs ● Acted as a golf instructor and advisor for beginner and intermediate youth and adult clinics Show less

• Assistant Director

  • Jun 2008 - Aug 2010

  San Francisco, CA ● Acted as a direct liaison between Park Staff and the community to develop recreational programs, services and activities on and off site while creating a complete customer service experience ● Collaborated with directors to plan and implement sports programs. Organized and ran camps for children ages 5 to 14 in golf, baseball, basketball, soccer, football and outdoor adventures ● Provided direct supervision, assistance and resources to support after-school and summer youth programs ●… Show more ● Acted as a direct liaison between Park Staff and the community to develop recreational programs, services and activities on and off site while creating a complete customer service experience ● Collaborated with directors to plan and implement sports programs. Organized and ran camps for children ages 5 to 14 in golf, baseball, basketball, soccer, football and outdoor adventures ● Provided direct supervision, assistance and resources to support after-school and summer youth programs ● Worked as a Youth Basketball Coach providing teens with new technical skills, utilizing techniques to create a fun, competitive environment through team building and good sportsmanship Show less