Veronika Lopez

• Implement strategies to reduce customer churn and increase retention.
• Cross functional Collaborations with other departments. (ie. Support, Billing and implementation)
• Cross Sell products (ie. Sparefoot, Access control, Gate Equipment)
• Enhanced client satisfaction by delivering attentive service and addressing product or pricing concerns promptly.
• Developed strong relationships with clients through proactive communication and followup.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Scheduled Zoom meetings with clients to discuss products and compare differences
• Created multi year contracts for clients with multiple products who have more than 5 facilities.
• On occasion went into Zoom meetings with Solutions Architects for Spanish translation.

Sr. Software Support Specialist & SME (Storable)

• Take on high priority clients via email with shorter response times than average.
• Reach out to escalations regarding issues that were not resolved by previous levels of support and find a solution for the matter.
• Create bug JIRAs for cases that have no solutions and share the issue during a bug jury and prioritize issue with a code.
• Create knowledge base articles as well as update outdated articles.
• Collaborate with other departments like Sales and Implementation and assist with onboarding the new clients and making sure all software is properly installed and up to date.
• Use TeamViewer to remote into client PCs and assist with any technical questions as well as to better understand any discrepancies the client is seeing.
• Collaborate with 3rd party companies regarding API connections, Data pulling as well as hardware ordering.
• Assist colleagues on Slack channel with any questions they may have regarding their own case.

• Project Managing for AYSO (American Youth Soccer Organization)
• Developed strong rapport with customers and created positive impression of business.
• Onboarded new customers, outlined restrictions and educated on policies via Zoom.
• Went through 900+ accounts to make sure information was correct which includes billing addresses, banking information for payments, admin and member accessibility and chart of accounts.
• Made one on one Zoom calls with clients who had questions on sensitive information regarding financial reporting.
• Eliminated downtime and maximized revenue by providing top project quality control by organizing a spreadsheet with all customers and reaching out to clients and make sure everything is working as it should.
• Report any issues with the software that the client may have to our dev team.
• Remote
• Contract

• Resolved 25+ technical support inquiries per day.
• Resolved system, hardware, and computer issues within minutes of receiving inquiries.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Remote
• Contract

• Processed over 50 support requests weekly for technical assistance on wide range of issues related to Hours of Service Logs and My Geotab Login information.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Hours of service and rulesets for truck drivers.
• Troubleshooting for trucks OBDII ports and Geotab location devices.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Attended trainings on soon to come software and hardware updates.
• Full Time

• Attended trainings on soon to come software and hardware updates for our device application as well as website.
• Assisted over 30 customers per day by troubleshooting their phone, tablet and computer (iOS, Android, Windows and MAC)
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with cross-functional teams to address complex technical issues, ensuring optimal solutions for clients.