What is your job title, and how long have you been at hh2?
VP of Customer Service. Been with hh2 for almost 2 years.
What do you do as part of the support team?
I oversee the entire operation of customer support and implementation. I help to facilitate the process between when a customer signs up for an hh2 product, and ensuring they have a great onboarding experience with our tools. I would say that over 80% of our customers never get to know me as they work mainly with my team, but if there are special circumstances that help make onboarding unique, I closely work with all parties involved to help make the transition as smooth as possible.
Also I am the head of the IT department working on server/networking infrastructure at the corporate office as well as maintaining systems that are in the “cloud” at our separate data center. We constantly research and update our technology backbone to give our customers the fastest and most reliable experience with our tools to help them feel like the hh2 technology is a seamless part of their organization.
What is your favorite part about your work?
The best part about my job is helping customers have a voice, and helping solve very complex situations. I love building relationships with people as we work through difficult situations. It is very rewarding for me to first start working with someone who is frustrated as they are not having a good experience with the technology, and at the end of our work together that frustration has turned into excitement and that relationship of trust has begun between our two companies. Let’s face it, sometimes technology can be unpredictable and causes all of us to pull our hair out at times when it doesn’t work as we have grown to rely on in our day to day lives. Helping businesses understand each piece of the technology to help lessen those hair pulling sessions, is what makes each of our lives better and has always been a personal goal of mine whether helping someone out at work or even helping out my mother in law.
What is your background (schooling, experience, locations, etc)?
I attended the Marriott School of Business at Brigham Young University, where I majored in Entrepreneurship and minored in Electronics Engineering Technology. From there I have worked in many different industries, and always found myself working in a customer facing role. I started working at a dental software company, Dentrix, where I worked over the phone support as well as teaching seminars all across the country. From there I moved to the financial industry where I worked for one of the top Credit Unions in Utah running their IT department, and supporting the employees using their data processing system. I then moved to the healthcare industry, where I worked for a healthcare consulting firm that would install and support a customized workdriver and reporting suite for hospitals all across the country helping them manage their Revenue Cycle more effectively. Finally I have moved over to hh2 joining the construction industry to help lend my experience in customer service to help create a world class experience for our customers.
What do you do in your free time?
In my free time I do a lot of activities with my family. With 5 children there is always homework to do, sporting events to watch, or programs to attend. But when we are able to cut loose and have some fun, we love going hiking, riding our bikes, and swimming at the pool. We also love the ocean and try to plan our family vacations around different beaches or places we can be at the water. We are huge Utah Jazz fans and try to make it to as many games as possible, along with rooting for BYU football and basketball. We also love to play video games together as well as share our passion for movies, new and old, with family movie nights where we break out the popcorn and goodies.
What is one tip/trick/hint that you want customers to know?
My tip is for our Field Report customers. Did you know that we now have a single page view to use when entering/editing your daily logs? This was one of our most requested features in this product, and is now available to all users. If you want to check this out it is a user specific setting that you can turn on by doing the following:
- Login to your hh2 site
- Click on the FR button
- Click on the System Settings link on the main screen
- Click on the User Preferences tab on the left section
- Under Log View it will be defaulted to Tabbed. Click on the drop down and change it to Single-Page. I think you will like it!