Kevin Coakley

-Collaborate with on-site and remote engineers, business development, sales, and support to design and build integrations to 3rd party management systems -Maintain and continually optimize 200+ integrations across 10+ SMB industries -Gather business requirements and develop product specifications and new features -Analyze management systems and their databases/APIs -Troubleshoot/triage bugs and validate features prior to and after release -Document processes and procedures for product deployment and troubleshooting -Serve as product owner and subject matter expert. -Communicate clearly with partner vendors and customers -Plan and execute on integrations product roadmap -Research deeper integration opportunities to create products and features -Act as final escalation point for integration and data related issues

Act as the final escalation point for customers facing issues with the software. Product/project management. Own new and key features/experiences within the product and assist in R&D, pre/post production testing, implementation, and continued support with that feature/experience of the software. Assist QA in testing the product both pre/post production to deliver the best possible customer interaction. Act as bridge between Product and the internal/external customers. Oversee the Customer Experience and act as a Customer Advocate from end to end. Provide support for internal employees. Troubleshoot bugs with software and develop work-arounds to minimize customer/consumer impact. Assist Engineering team in China and US to fix these issues. Coach tier 1 and tier 2 customer support representatives to build troubleshooting and positioning skills to better allow first call resolution. Act as the master of the product, be the go to for any product related question. Understand how the product currently works and how it should work, as well as how to reach this point.

Act as an escalation point for inbound inquiries. *Last point of contact for customer issues that are not related to the product. *Act as an intermediary between the customer and engineering for product related issues. *Troubleshoot consumer facing issues with customers in order to resolve escalated issues and discover bugs. *Find workarounds for customers that are facing issues/difficulties in using the software. *Own a department within Engineering to gather information and report to the team. *Teach others within department as well as tier 1.

Assist clients with inquiries. *First point of contact for clients’ issues. *Perform basic troubleshooting to determine root cause of issues and proper escalation points. *Basic troubleshooting of Windows Server 2000, 2003 and 2008. *Effectively communicate advanced product knowledge and technical issues to small to midsize businesses. *Troubleshooting issues with software to determine user error vs. bugs. *Communicate issues with the software to the rest of the team to help them understand the issues and how to manage client’s expectations, point of contact for Tech I’s for bug related issues.

Assist Retention/Save team and Integrations team. *Researched customers’ use of Demandforce Software and showed them how they were successful at using the software, how Demandforce is benefitting their business, and what opportunities they have to become more successful. *Upgrade customers’ Dentrix to enable 2-way integration of confirmations with Demandforce. *Troubleshoot and resolve issues of incorrectly integrated systems and installations.

Ensure profitability and oversee performance of the branch. *Assist in growth through marketing and building relationships with local businesses, dealerships, and agencies. *Excel in growth, profit, sales, and customer service goals for the area. *Train new personnel in the workplace. *Process hourly, daily, weekly, and monthly reports to reconcile fleet, oversee cash flows, manage contracts, and ensure both short term and long term profitability and growth. *Work closely with other branches to maintain highest levels of utilization possible, while maintaining enough inventory on hand for any needs that may arise. *Manage contracts to: utilize fleet in order to prevent over- and under-fleeting, ensure payments are authorized and collected daily, and track referral sources for future business opportunities. *Maintain excellent levels of customer service and resolve disputes as they arise.

Major: Business Management and Economics. Focus: Marketing. Assisted a local company in developing their marketing efforts via user/demographics research and competitive analysis. Condensed results and presented to owner for future implementation.