Layne Gentry
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AI Analyst | Customer Success | Project Management
Texas, United States
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Résumé
Jobs
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AI Service AnalystSoundHound AIFeb 2024 - Current (2 years 8 months)AI LLM Integration Product Management Accountable for timely resolution of multiple OKRs while meeting or exceeding KPIs. Deploy internal AI products to restaurants, set up and optimize menus and conversational configurations and track KPIs and performance Metrics Coordinate closely with internal AI product (Generative AI) and client success teams to deploy and manage AI voice ordering services. NLU Chatbot management. Excel, Grafana, DataDog, Slack, JIRA, Google Suite, Zoom, Whimsical- ZCustomer Support EngineerZelis (Sapphire Digital)Aug 2023 - Feb 2024 (7 months)SaaS: Healthcare - Remote Managed software defects for major US Healthcare Clients and provided timely status via written communication and by hosting weekly client status calls. Utilized familiar technologies: Github, JIRA, Datadog, Light use of SQL querying and Chrome DevTools for troubleshooting and reporting. Delivered monthly reports to clients on their Service Level Agreements (SLAs) and respond promptly and comprehensively to client inquiries. Acted as a Major Incident Lead (MIL) during production level incidents impacting clients. DataDog, Slack, GitHub, Internal DM, JIRA, Google Suite, Zoom
- DClient Success ManagerDatagrationAug 2021 - Jul 2023 (2 years)SaaS: Oil and Gas - Hybrid Project Management, client onboarding and training. Create and maintain project plans, providing regular updates from inception to completion to all stakeholders. Accountable for timely resolution of escalated/complex issues. Involve appropriate level of management to assist on multidepartmental issues. Salesforce, Excel, Google Suite, Zoom, HelloSign, Trello, Gmail
- E- Mid Market Project CoordinatorEden TechJul 2019 - Jun 2020 (1 year)SaaS : Facility Maintenance - Canada - Hybrid Client facing, Software Training: Client, Partner and New-Hire Onboarding Built communication systems and processes to scale up- HVAC, Electrical, Flooring, Office Moves, Deep Cleanings, etc. Salesforce, Front - Slack, Trello, Google Suite. MS Office, Zoom, Meet.
Education
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- Certificate Web DevelopmentNucamp
- AAHouston Community College
- BFAUniversity of Houston