loren.m.burr@protonmail.com | (810) 610-6543

Experienced working in SaaS companies in customer-centered roles. Brought clients onto cloud platforms efficiently without sacrificing customer satisfaction to meet deadlines. Collaborated across internal teams to improve process efficiency and research product enhancements. Interested in a collaborative and growth-oriented environment.

Professional Experience

Implementation Specialist | TeleVet | 2022 - 2023

  • Onboarded veterinary clinics to TeleVet’s cloud communication platform, managing up to twenty deployments simultaneously
  • Reduced inbound support and CSM questions by publishing documentation to ZenDesk about new and existing product features and best practices
  • Collaborated with sales management to identify ideal customer profiles
  • Gathered product feedback directly from clients and communicated that via design meetings with the product team to help inform the product roadmap

Implementation Consultant | Accruent | 2018 - 2021

  • Deployed Accruent’s cloud solution for clients ranging from dozens of stores to hundreds
  • Analyzed quarterly and annual data with SQL and Excel to find meaningful insights for clients to improve current implementations and save both man-hours and money
  • Traveled to meet clients on-site to discuss application enhancements and keep their implementations up-to-date
  • Collaborated with engineering and product teams, nationally and internationally, to ensure client commitments were met on multi-million dollar deals
  • Created and facilitated training programs for employees of partner organizations about product features to grow the sales pipeline

Support Associate | Accruent | 2016 - 2018

  • Worked with clients daily to help troubleshoot and diagnose complex issues
  • Built custom reporting dashboards in Salesforce to track both team and personal KPIs
  • Developed and implemented new support processes to reduce incoming support tickets and improve client satisfaction
  • Oversaw triage meetings with product management, engineering, and cloud operations regarding severe issues
  • Created instructional documentation within Confluence to guide and onboard new team members and was awarded the department’s employee of the quarter for these efforts
  • Consistently led the department with a Net Promoter Score above 95% over thousands of support cases

Software Skills

  • MySQL
  • Python - Specialized libraries: Pandas, Matplotlib
  • Microsoft Excel
  • Jupyter Notebook
  • Jira
  • Microsoft Visio
  • Salesforce (SFDC)
  • Confluence
  • Microsoft Office & Google Workspace
  • Notion