gerard urbano

Expanded ownership into Internal Enablement

- Led a team that enables six internal functions — Sales, CSM, BDR, SDR, PMM, and Support — designing and delivering curriculum across group
- Created the AI Optimization Specialist role focused on optimizing and increasing AI usage and adoption across the customer base
- Automated capacity planning, task management, and content production using AI tool

Took on ownership of Technical Support, unifying it with Customer Education under one function for the first time.

- Saved Support costs by designing and executing a BPO outsourcing program, including vendor implementation, onboarding, and training
- Managed ~40,000 support tickets annually, maintaining a 4.7 CSAT average and 95% SLA attainment across L1 and L2/DSE tiers
- Increased agent product

Defined and executed Gladly's global Customer Education strategy, building the academy infrastructure that became the foundation for the org's growth.

- Reduced implementation time-to-value through structured onboarding learning paths and role-based enablement
- Built and scaled academies, owning the full lifecycle — ADDIE-based learning paths, certifications, feature-based video tutorials, live

Promoted to lead Customer Education as a standalone function, laying the groundwork for the academy model and education metrics program that followed.

- Led the implementation of a new product documentation website (help.gladly.com) to support hyper growth of customer base and reduce support overhead
- Revamped the structure of the help site designed for product documentation growth
- Led the implementation of an LMS to support SMB and Enterprise customer growth
- Introduced a customer training program to automate customer training saving our C

- Created an internal communication playbook for WeWork Enterprise Technology.
- Built and managed external communication channels (CMS, teem support website, knowledgebase, WordPress, and Marketo).
- Re-built the support website (teem.com/support) to support CMS infrastructure and product guide growth.
- Built a release note process envisioned to scale with the Salesforce Community project.
- Imp

- Led and accelerated the design process for the knowledge base and support site.
- Initiated the implementation of a case management translation service for Salesforce Service Cloud.
- Evaluated the current state of technology used for support services to simplify the technology stack.

Technical Support management team member owning anything content related. Supported our supplier/buyer audience to ensure their continued success and know-how in using our platform. Responsible for supporting our base of over 1.5M+ supplier companies with over $1TR+ worth of invoices processed through our platform. Also responsible for maintaining and providing self-service tools, lead customer we

Experience with Zendesk, SalesForce and Remedy content management.

‣ Manage a content team to develop and maintain knowledge materials for our SaaS platform.
‣ Manage mass product communication to our customers and user base.
‣ Implemented Language I/O, the case translation service to support virtually any language in SalesForce.
‣ Reduced "how-to" support escalations by 15% by exposing top supp

‣ Service Desk SME and trainer for a team that handles 600k to 1m escalations annually. Managed a training program to support Windows and Linux systems, all restaurant hardware and above store software applications including business discrepancies and inquiries
‣ Created and published interactive LMS training programs for the Service Desk and interdepartmental teams using Camtasia and Articulate.

‣ Worked with different core technologies and softwares like Linux, Windows, SQL, putty, VNC, FTP, Cisco broadband routers and yearly PCI compliance certification. Responsible for escalated incidents which includes operational, software and hardware related issues
‣ Remote installation of in-store POS, Back Of House (BOH) and broadband system
‣ Supported a team of over 100 Level I Analysts by trou

‣ Technical and business inquiry support for Linux based TACO system and restaurant broadband network
‣ Ensured accurate logging of all incoming calls through Remedy and achieving required daily metrics. Ensured timely follow of all escalated calls as resolutions are reached
‣ Commitment to world class customer service plus mandatory yearly PCI compliance certification
‣ Network team member that p

‣ Handled potential customer inquiries as well as cold telemarketing and lead follow ups
‣ Maintained a team schedule of 15 sales associates for product demonstration
‣ Managed sales records and credit reports for customers who purchased items through credit union financing
‣ Handled bookkeeping and sales commission payouts for all associates

· Strive to maintain and exceed legendary Disney guest service and provide a memorable guest experience
· Adhere to strict company rules and guidelines
· Work with warehouse and stock management to maintain front of house merchandise
· Unload merchandise from boxes and place merchandise in their appropriate areas in the stockroom
· Count down registers and deposit cash in the s

Apr 2023

Jul 2020

May 2018 · Expired Jun 2019