In a sentence or two — what do you do here at TouchBistro? How has your role/department evolved over the years?
As a Team Lead in the Professional Services department, my role here is to act as a coach and leader to the IPS team. I guide our Onboarding reps through the customer journey and ensure that all touchpoints are met, while providing our customers with the highest level of customer service and care. Over the past three years, our department has evolved into a strong team of industry professionals with a shared goal of improving company-wide metrics and ensuring customer satisfaction.
What makes TouchBistro special to you?
What makes TouchBistro special to me is the culture within our department and cross-functional teams. I can confidently say that every person I work with genuinely cares about the work they do and consistently strives to provide an excellent customer experience to every account and customer they work with.
What inspires you about the future of the restaurant industry?
My workplace experience before joining the team at TouchBistro was on the frontline of the hospitality industry. I was working as the Assistant General Manager of a fine-dining establishment in the Distillery District in Toronto, just before coming to TouchBistro. What inspires me about the future of the restaurant industry is watching the real-time bounce back since the pandemic. Restaurateurs are really some of the toughest entrepreneurs around and have that grit and passion to come back from what was a very difficult few years. It’s inspiring for me to see this industry come back and flourish as it should.
As someone deeply involved in solving challenges for our customers, what motivates you the most to overcome obstacles and deliver exceptional results?
Having been a part of the hospitality industry for over a decade before jumping over to this side of the POS, my motivation is derived from a genuine understanding of what our customers have to go through on a day-to-day basis and all the external variables that are involved in running a restaurant. This industry is tough on margins and can add a lot of pressure onto restaurant owners. Therefore, – my motivation is to offer relief to our customers by bringing on our product.
How do you collaborate with other teams within TouchBistro to ensure a seamless experience for our customers?
I like to put together a specialized team of people when a new situation arises who are the most familiar with both the account and whatever issue the customer is experiencing. This is to ensure a smooth and expedient resolution each time. Luckily, the teams here share a can-do attitude and are always going above and beyond to offer their assistance whenever needed.
How do the core values of TouchBistro contribute to the success of your projects?
Collaboration is huge, so having a team who is willing and able to step in when needed and provide the necessary resolution to our customers is crucial. Accountability is also very present here. Throughout my time with this company, I have never experienced someone avoid taking responsibility or accountability when appropriate. Passion is key, as most of us atTouchBistro have had experience in the restaurant industry, which makes our connection to our customers genuine and real. We are passionate about the hospitality industry and the product we represent. Respect is shown day in and day out to both our customers for choosing to do business with TouchBistro, as well as internally with each other when working on accounts and projects. The team wouldn’t be as strong without respect. Lastly, when it comes to innovation our teams consistently speak with our customers on how we can improve our product and offer to our buyers. I am often looped in on new UAT and testing groups on all the new and exciting features and fixes the team is deploying weekly.. It is very exciting and comforting to know that I work in a company that genuinely considers our customers’ opinions and wants to do better whenever possible.
Can you share a memorable experience or interaction you’ve had with a restaurant owner or staff member that made you proud to be part of the hospitality industry.
Oh, there are truly too many to name! I had the pleasure of working with one of our largest accounts to date (Saltwater) and was able to build a very strong business relationship with Joshua and his entire team. Joshua and the team at Saltwater were an absolute pleasure to work with and aligned completely with our TouchBistro core values. There were times in the onboarding process which were stressful due to tight timelines. Fortunately, we were able to meet the customer’s expectations and continue to collaborate with Joshua and his team to this day on product improvements and features that they feel are helpful to their business.
What’s your go-to comfort food or guilty pleasure snack?
My husband jokes that I “can’t get pasta Tuesday,” as my comfort food on Monday night is always a big plate of pasta! In my past life, I worked with incredible chefs who taught me a thing or two in the kitchen, so I’d have to say authentic carbonara is my guilty pleasure. Simplicity is key!