CAKE was founded on the belief that our team should strive to provide superior customer service in addition to an innovative product. Our goal is to create an exceptional user experience for our customers. After all, it is always nice to put a face to a name and meet the people you interact with on a daily basis! In this new series we will be introducing our outstanding team members from across all departments and all regions…with one goal in mind. We want our customers, prospects and industry advocates to get to know the faces behind the product. We hope you enjoy!
Today we introduce you to Ron Torres, a member of CAKE’s Customer Support Team based out of the Newport Beach office. Ron began his CAKE career a little over 3 years ago and is currently the Director of our Global Support and Information Technology teams.
He studied at the University of California, San Diego and majored in Psychology and further has a Masters of Science degree in Counseling. Ron has leveraged his Masters in Counseling in his current role, which allows him to deliver the best service to his customers and connect with them on a personal level. He has a strong passion for ensuring that his team delivers great service for CAKE’s clients and over the course of his business career, he adopted the mantra that “great service is the only truly sustainable competitive advantage.” Ron invests a significant amount of time and effort into mentoring his team members to help them reach their full potential.
A Sneak Peek Inside Ron’s Role at CAKE:
As Director of Global Support, I focus on quality and efficiency by successfully implementing and managing the following:
-Develop and refresh the internal wiki for Support Agents to help foster better communication and to improve overall resourcefulness by 40%.
-Help define and update professional services documentation.
-Analyze support metrics to implement a support strategy that efficiently optimizes client to agent workflow by 70%.
-Develop the interdepartmental escalation procedure that has improved overall internal communication. This process involves providing the necessary information to our development team to provide quick and effective bug fixes and client feature requests.
-Develop new employee training programs for Technical Support Analysts.
-Plan, design, negotiate and implement new cloud-based Interactive Voice Response (IVR) for Client Services.
-Helped build the Client Support Team from 3 people based in the United States to 8 representatives globally.
Ron’s Favorite Part About Working at CAKE
I love the core focus of our company and what we value as a team. CAKE is an innovative product, however it is the people behind the product that truly drive the companies success. So I would narrow down my favorite part of working at CAKE to the people, they are like family…I even call them my “CAKE family.”
Ron’s Hot Tip For Customers:
If I could emphasize anything it would be that we are always here for our clients no matter what time of day! It is my personal goal to ensure that every customer is satisfied with our support so my tip would be for our customers to take advantage of this opportunity. We can deep dive into your account and not only troubleshoot issues but also help you discover ways to better optimize your marketing campaigns, improve ROI and eliminate inefficiencies.
His Favorite Activities Outside of CAKE
I love watching football, playing a good game of paint ball and enjoy spending time with my 4 year old son, especially as he is about to achieve his next belt in Mixed Martial Arts.
Just For Fun, We Asked Ron “If you could take three items with you on a deserted island, what would they be and why?”
Water, sun-screen and companionship. Everything else is simple.
An Interesting Fact About Ron:
For the past two years, I have commuted from San Diego to Newport Beach, which is equivalent to a 1 hour and 40 minute drive ONE WAY! It just goes to show how much I love working at CAKE.