Josh Cassaro
Boston,MA
Summary
Zoho Solutions Consultant with advanced knowledge of managing CRM platforms, specializing in streamlining and automating business processes. Skilled in using data to identify pain points and developing and executing strategic initiatives to optimize workflows, reduce costs, and improve customer experience. Strong leadership abilities and adept at collaborating across teams.
Overview
8
8
years of professional experience
Work History
Zoho Solutions Consultant
Josh Cassaro, LLC
02.2024 - Current
- As private contractor, worked with clients to provide custom solutions for business needs and processes in the Zoho suite of applications.
- Prepared user tools, documentation, and training materials for clients.
Zoho Solutions Consultant
AspenTech CRM
10.2023 - 02.2024
- Worked closely with clients to identify ideal fit between the client's requirements and the Zoho suite of applications.
- Designed and implemented custom systems for the client's needs and business processes
- Served as point of contact for clients during implementation and customization of new Zoho solutions.
- Prepared user tools, documentation, and training materials for clients.
Senior Panel Operations Manager
TVision
09.2022 - 06.2023
- Developed and implemented automations to streamline internal operational processes and to meet new business needs.
- Used Deluge scripting language within CRM platform to create highly customized business workflows and solutions.
- Served as point of contact for all CRM functionality requests via Jira tickets and backend ingestion across Support, Data, and Engineering teams.
- Created a suite of dashboards within Zoho Analytics platform to monitor activity across panel and inform data driven decisions for further efficiency improvements.
- Used survey responses and NPS scores to identify pain points and make improvements to the customer experience.
Panel Operations and Support Manager
TVision
02.2019 - 09.2022
- Designed and created custom workflows, functions, and modules within Zoho CRM platform.
- Responsible for implementation of separate CRM instances for international panel growth.
- Managed the daily operations of a panel of 6000 households, including onboarding, incentive management, monthly survey creation, and device recovery efforts.
- Learned Deluge scripting language to take ownership of in-house CRM platform development.
Panel Support Representative
TVision
10.2016 - 02.2019
- Onboarded customer support tools including Zendesk ticketing platform, Dropbox Sign, and Vonage Business.
- Established in-house customer service best practices and standard operating procedures.
Education
Bachelor of Arts - Communications
Bridgewater State University
Bridgewater, MA05.2013
Skills
- Advanced knowledge of CRM management specifically Zoho Suite (including CRM, Analytics, Creator, and Survey)
- Project Management
- Microsoft Office
- Google Workspace
- Adobe Photoshop
- Deluge scripting language
- Zendesk
- Asana
- Jira
- Confluence
Timeline
Zoho Solutions Consultant
Josh Cassaro, LLC
02.2024 - Current
Zoho Solutions Consultant
AspenTech CRM
10.2023 - 02.2024
Senior Panel Operations Manager
TVision
09.2022 - 06.2023
Panel Operations and Support Manager
TVision
02.2019 - 09.2022
Panel Support Representative
TVision
10.2016 - 02.2019
Bachelor of Arts - Communications
Bridgewater State University
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