Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Marisa Franco

Bellevue

Summary

Dynamic Enterprise Support Expert at Toast, Inc., recognized for delivering world-class customer service and resolving complex technical issues. Adept in Salesforce and cross-functional collaboration, I consistently meet and exceed performance metrics while fostering strong client relationships and driving process improvements. My empathetic approach ensures high customer satisfaction and loyalty.

Overview

13
13
years of professional experience

Work History

Enterprise Support Expert

Toast, Inc.
Omaha
12.2024 - Current
  • Serve as a key escalation point for high-impact enterprise customers, providing advanced technical support across Toast’s hardware, software, networking, and payment processing platforms.
  • Resolve complex technical issues efficiently using Salesforce, Toast Dashboard, Meraki, and Pronto networking tools.
  • Maintain empathetic and professional communication with customers via phone and email.
  • Completed day-to-day duties accurately and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Collaborate cross-functionally with Engineering, Product, and Sales teams to deliver root-cause solutions.
  • Maintain and ensure accuracy of customer data in Salesforce.
  • Identify patterns in customer issues and provide feedback for product and support process improvements.
  • Consistently meet or exceed performance metrics including resolution time and customer satisfaction.

Manager of Billing and Collections

The Knot Worldwide
Omaha
12.2023 - 11.2024
  • Developed strategies to improve customer satisfaction and operational workflow.
  • Led, coached, and mentored billing team members through change and growth.
  • Managed compliance and reporting across departments; delivered insights to leadership.
  • Ensure compliance with all applicable laws, regulations, and industry standards.
  • Provided leadership during times of organizational change or crisis situations.
  • Maintained up-to-date records of employee attendance, payroll information, and vacation requests.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Created monthly reports for senior management, summarizing operational performance metrics.
  • Coordinate cross-departmental projects.
  • Enforced customer service standards and resolved customer problems to uphold quality service.

Senior Billing Specialist

The Knot Worldwide
Omaha
10.2022 - 12.2023
  • Liaised between clients and vendors for billing accuracy and collections.
  • Recognized for exceeding KPIs and leading onboarding and training sessions.
  • Processed billing inquiries and resolved discrepancies for customer accounts.
  • Negotiate terms with vendors, generate account reconciliations for vendors' daily operations, and account teams to ensure we provide vendors with all necessary documentation.
  • Manage client billing cases, ensuring necessary touch points are made, and notate each accordingly.
  • Responded to customer inquiries regarding billing issues via phone and email.
  • Collaborated with sales staff to resolve any discrepancies related to pricing or product availability.
  • Assisted in training new billing staff on software and procedures.
  • Worked with team members to identify and develop process improvements.
  • Noteworthy Accomplishments: Asked to be the key contact for training and assisting new hires on the team; provided training, guidance, and feedback. Created and delivered training on 1) how to effectively strategize and plan the day, and 2) how to effectively use systems.

Associate Supply Planner

Spreetail
Omaha
05.2022 - 10.2022
  • Managed supply chain coordination with over 100 vendors and more than 200 purchase orders.
  • Tracked logistics, ETAs, and improved reconciliation processes.
  • Coordinated supply chain activities to optimize inventory levels across multiple categories.
  • Collaborated with vendors to ensure timely and accurate order fulfillment processes.
  • Managed product lifecycle from planning through distribution to enhance efficiency.
  • Developed and maintained strong relationships with cross-functional teams for seamless operations.
  • Facilitated communication between suppliers and internal stakeholders to resolve issues promptly.
  • Created, maintained and updated inventory records for all products.
  • Performed root cause analysis when issues arise within the supply chain network.
  • Conducted demand forecasting activities to anticipate customer needs.
  • Worked closely with warehouse personnel to ensure accuracy of incoming goods against purchase orders.

Account Manager

Multi-Color Corporation
Omaha
08.2016 - 08.2022
  • Managed a $10.5 million P&G account; less than 0.025% error rate with no adverse impact.
  • Led onboarding for new product categories, and cross-functional initiatives.
  • Managed client relationships to ensure satisfaction and retention.
  • Coordinated project timelines and deliverables with cross-functional teams.
  • Conducted regular meetings with clients to gather feedback and address concerns.
  • Maintained accurate records of client interactions and project progress in CRM systems.
  • Managed multiple accounts simultaneously while meeting deadlines.
  • Resolved customer complaints in a timely manner.
  • Acted as main point of contact in matters relating to client concerns and needs.
  • Provided training and guidance to new Account Managers.
  • Maintained accurate records of all customer interactions in the CRM system.
  • Renewed existing accounts by building relationships with clients.
  • De-escalated customer interactions by providing alternative solutions to issues.
  • Utilized problem-solving skills when dealing with difficult customers.

Business Support Agent

PayPal
Omaha
01.2013 - 08.2016
  • Handled 60–70 customer calls daily, maintaining a 90% first-call resolution.
  • Supported customer education on PayPal systems and services.
  • Provided expert support to customers via phone, chat, and email channels.
  • Resolved complex account issues using internal tools and resources effectively.
  • Guided customers through payment processing and transaction inquiries seamlessly.
  • Collaborated with cross-functional teams to enhance customer service experience.
  • Analyzed customer feedback to identify areas for service improvement consistently.
  • Followed up with customers after resolution of their inquiry to ensure satisfaction.
  • Managed multiple tasks simultaneously while adhering to strict deadlines.
  • Maintained accurate records of customer interactions, documenting solutions and updates to existing issues.

Education

Cosmetology

Xenon Academy
Omaha, NE

Business & General Studies

Metro Community College and UNO
Omaha, NE

Skills

  • Technical support
  • Customer service
  • Conflict resolution
  • Salesforce, Toast Dashboard, Meraki, Pronto, networking
  • Communication
  • Attention to detail
  • Organization, multitasking
  • Cross-functional collaboration
  • POS systems
  • Data analysis
  • Empathy
  • Self-starter, personal accountability
  • World-class customer service
  • Customer relationship management
  • Process improvement

Awards

2019 Significant Achievement Award – Multi-Color Corporation (Top 1% of North American employees)

Timeline

Enterprise Support Expert

Toast, Inc.
12.2024 - Current

Manager of Billing and Collections

The Knot Worldwide
12.2023 - 11.2024

Senior Billing Specialist

The Knot Worldwide
10.2022 - 12.2023

Associate Supply Planner

Spreetail
05.2022 - 10.2022

Account Manager

Multi-Color Corporation
08.2016 - 08.2022

Business Support Agent

PayPal
01.2013 - 08.2016

Cosmetology

Xenon Academy

Business & General Studies

Metro Community College and UNO

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