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Work Background
Spisak EnterprisesFounder and CEO
May. 2025
ZenPatientHead of Patient Experience
Sep. 2022Santa Monica, California, United States
QModo AI, Inc.Consultant
Feb. 2021 - Aug. 2022Los Angeles Metropolitan Area
EZ TextingService Delivery Manager
Jun. 2013 - Aug. 2019Greater Los Angeles Area•Managed Stakeholders through the Software Development Life Cycle: Gathered requirements, set deadlines, oversaw design, development, and QA testing, and participated in bi-monthly releases and hotfixes as needed.
•Headed Daily Standups and Sprint Planning: Met daily with individual teams to assess progress on sprint goals, reduce scope creep, and address blockers.
•Advocated for the Customer: Chaired weekly meeting with Product and Development to assign customer-reported issues and enhancement requests to future releases.
•Prepared and Disseminated Information: Wrote help documentation for CallFire application, including XML code and REST APIs, enabling a 30% decrease in customer-initiated help requests with a quarter. ⬙ ⬙ SUCCESS STORY ⬙ ⬙ SCENARIO: Customer-reported bugs and enhancement requests were piling up and not being addressed in a timely manner because there was too much focus on new features. ⬙ I organized a Future Release Board, composed of representatives from Support, Software, Product, and DevOps, to review, assess, and prioritize tickets weekly. RESULTS: ⬙ Within four weeks, all existing issues had been ranked, prioritized, or assigned to a sprint. ⬙ Weekly cadence allowed us to establish a solid process so we could prioritize fixes and communicate back to the customer within ten business days. OTHER ACCOMPLISHMENTS AND DUTIES ⬙ Managed a team responsible for triage of escalated issues and API development. ⬙ Oversaw purchasing of all equipment. ⬙ Wrote the weekly Company newsletter.
EZ TextingTechnical Writer
Mar. 2013 - Jun. 2013Greater Los Angeles Area•Authored all online help documentation.
•Authored internal policies and proposals for customer-facing projects. ⬙ ⬙ SUCCESS STORY ⬙ ⬙ SCENARIO: Our telephony application lacked online help. We relied on calls and emails from customers to help them use the system. ⬙ I single-handedly wrote the online help documentation (answers.callfire.com). ⬙ I coordinated with Marketing to alert customers to the existence of the new online help feature. RESULT: ⬙ Within a quarter, customer-initiated help requests, through calls and emails, dropped by 30% as the number of visitors to the help site increased month over month. ⬙ ⬙ SUCCESS STORY ⬙ ⬙ SCENARIO: The company lacked internal documentation, such as security and data protection, required by a major new client. ⬙ I worked with all departments to draft and execute company-wide policies to satisfy the client's requirements. RESULT: ⬙ The company acquired the new customer since the requirements were met. ⬙ The client became the second-highest revenue generator. OTHER ACCOMPLISHMENTS AND DUTIES I was responsible for preparing and disseminating all Company documentation:
⬙ Wrote help documentation for the CallFire application, including XML code and REST APIs.
⬙ Drafted all Internal policies.
⬙ Authored articles for the company blog and provided editorial oversight for company blogs and employee-authored content.
EZ TextingSupport Engineer
Dec. 2010 - Mar. 2013Greater Los Angeles Area⬙ ⬙ SUCCESS STORY ⬙ ⬙ SCENARIO: I came aboard a telephony startup with two salespeople and two support people, making a team of four. Calls and emails were not being returned in a timely fashion. ⬙ I implemented customer-response metrics. ⬙ I required follow-up to all customer inquiries within a set amount of time. ⬙ I reorganized schedules to assure coverage. ⬙ Standardized procedures for triaging and escalating customer-reported issues. RESULTS: ⬙ There was an improved response time to client communications. ⬙ Expectations and responsibilities were more clearly delineated. ⬙ The new procedural foundation provided a means for growth.
CallFireEmployee
Dec. 2010 - Nov. 2018Greater Los Angeles AreaNow a part of the EZ Texting brand of companies.
SAP AribaTeam Lead
Dec. 2007 - May. 2010Greater Atlanta AreaI managed a group of industry-recognized superior multi-lingual call center representatives who were accountable for supporting various applications of Ariba’s on-demand e-sourcing solution. PERSONALIZED CUSTOMER-CENTRIC SERVICE ⬙ Served as the single point of contact for key accounts, enabling me to quickly analyze and process technical issues or best practices to provide the customer with the quickest and most cost-effective solution. ⬙ Developed mutually beneficial relationships and interfaces effectively with internal and external clients; focused on quality and customer satisfaction. PROCESS & PERFORMANCE IMPROVEMENT ⬙ Created new procedures and prepared first departmental training manual. ⬙ Achieved and maintained a team average of over 85% satisfaction for exceptional customer service by implementing policies of improved listening skills and one-on-one interaction. ⬙ Reduced number of customer service-related complaints and missed calls by 50% through reorganization of agent schedules and supplemental training. PROJECT MANAGEMENT UTILIZING AGILE METHODOLOGIES ⬙ Resolution of impediments: Eliminated backlog of pending service requests by applying project management techniques to group global issues and eliminated redundant and outdated expectations. ⬙ Completed first translation of Contract Management software into French two months ahead of schedule.
SAP AribaPremier Account Manager
Dec. 2007 - Apr. 2010SUPPLY CHAIN SUPPORT SERVICES ⬙ SOURCING: Implemented negotiation strategies and executed varied requests for proposals (RFPs) to lower the total spend. ⬙ PROCUREMENT: Increased spend visibility and improved management of sourced services. ⬙ CONTRACTS: Digitized content to better manage associated terms and deal implementation. ⬙ SUPPLIERS: Organized supplier data to rate services and leverage limited resources.
ProcuriCustomer Support Associate
Aug. 2004 - Dec. 2007CHANGE MANAGEMENT Procuri was acquired by Ariba. I performed the following to help manage the change: ⬙ Demonstrated a positive approach during the execution of necessary tasks. ⬙ Anticipated client needs and developed a plan to avoid issues. ⬙ Led migrations of transactional data between software platforms to minimize disruptions for the client during the acquisition. RECONCILED CLIENT COMPLAINTS ⬙ Handled escalations from key accounts to ensure the highest level of customer satisfaction. PROVIDED ACCESS TO INFORMATION AND SERVICES ⬙ Translated website and online help documentation into French.
UCLATeaching Fellow/Researcher/Center Programmer
Sep. 1998 - May. 2004⬙ Performed the responsibilities of various positions relating to international languages and cultures in a Tier 1 academic environment. ⬙ Taught language and literature through the Department of French. ⬙ Researched and co-established UCLA’s branch of the UC-wide web-based Program for Less Commonly Taught Languages to widen the scope of available courses. ⬙Scheduled conferences, produced brochures, organized lectures, and wrote Title IX Grants for UCLA’s International Institute. ⬙ Matched prospective major candidates with individual departments based on aptitude and skillsets to increase departmental enrollment counts and lower attrition rates.
University of WashingtonTeaching Assistant
Sep. 1996 - Aug. 1998⬙ I taught language and literature through the French and Italian Division of the Department of Romance Languages.
IBMAssistant Purchaser
Jan. 1996 - Sep. 1996I assisted in the relocation, set-up, and operations of the call center set-up by: ⬙ Coordinating movers ⬙ Negotiating the best price for supplies and furniture ⬙ Organizing the mail and security system ⬙ Handling technical support logistics for computers and telephones ⬙ Providing general clerical support for the technical call center staff
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