Christopher Rothe

Chris Rothe Omaha, NE |-| - Professional Summary SaaS-focused technical support professional with demonstrated career progression and expertise in system configuration, payroll platforms, and workflow optimization. Skilled in managing escalations, mentoring peers, and partnering with product teams to improve user experience and operational outcomes. Customer-oriented professional with a strong background in technical support, customer service, and problem-solving. Experienced in handling complex inquiries, troubleshooting software issues, and providing exceptional customer experiences. Skilled in de-escalation techniques and collaborating with cross-functional teams to resolve issues efficiently. Passionate about technology, customer success, and continuous learning. Work Experience Toast, Inc. – Omaha, NE Customer Care Kitchen Expert | 5/2025 - Present • Serve as a subject matter expert on Toast Kitchen Display System (KDS) functionality and restaurant operations. • Resolved high-priority escalations involving KDS routing and printer workflows, reducing repeat contact rate and improving resolution time. • Collaborated with Product and Engineering teams to report bugs, identify trends, and improve platform stability. • Trained and mentored new support specialists on best practices for handling complex kitchen-related cases. • Delivered consultative support to restaurant operators, improving order flow, staff efficiency, and guest experience. • Provided feedback to leadership to enhance internal documentation, processes, and customer-facing resources. • Collaborated with cross-functional teams to provide seamless issue resolution and enhance customer satisfaction. Employee Cloud Support Specialist II | 4/2024 – 5/2025 • Provided critically advanced technical support for Toast’s payroll and team management software, assisting restaurant owners and managers with troubleshooting issues. • Assisted with escalated cases and provided support internally to team members with advanced issues. Employee Cloud Support Specialist | 2/2024 – 4/2024 • Provided technical support for Toast’s payroll and team management software, assisting restaurant owners and managers with troubleshooting issues. • Became highly proficient in Toast Payroll, Toast POS, and other proprietary software. • Assisted customers with system navigation, employee onboarding, payroll tax inquiries, and security role configurations. • Resolved complex customer issues through consultative problem-solving and creative troubleshooting. • Managed escalated customer cases, ensuring timely and satisfactory resolution. • Delivered top-tier phone, email, and chat-based customer support, utilizing active listening and analytical skills to address concerns effectively. Cogir Senior Living – Clackamas, OR Business Office Manager | 10/2023 – 12/2023 • Oversaw facility accounting, bookkeeping, and payroll management, ensuring accurate financial operations. • Handled employee recruitment, hiring, supervision, and termination, fostering a positive work environment. • Assisted in HR functions, including conflict resolution, personnel records management, and compliance monitoring. • Worked closely with Medicaid case workers, residents, and state agencies to ensure seamless service delivery. Front Desk Receptionist | 8/2023 – 10/2023 • Greeted visitors professionally and provided customer service to residents and families. • Assisted with marketing initiatives, tours, and administrative tasks to enhance resident engagement. Education University of Nebraska – Lincoln/Omaha, NE • Bachelor of Science in Business Administration ◦ Minor in Marketing • GPA: 3.70 • Dean’s List • David Distinguished Scholarship recipient for academic excellence. Westside High School – Omaha, NE • GPA: 3.78 • Graduated with Honors • Extracurricular: Show Choir, Honor Choir, Acapella Choir, Theater, All-State Chorus, etc. Technical & Customer Service Skills Technical & Operations • Advanced Software/Hardware Troubleshooting & Root Cause Analysis • SaaS Platform Support • Payroll & Workforce Systems • Workflow Configuration • IT Service Management (ITSM) • Compliance and Confidential Records Management, Regulatory Documentation Professional Strengths • Escalation Management • Cross-Functional Collaboration • Client Consultation • Training & Mentorship • Conflict Resolution Tools • CRM Systems: Salesforce, HubSpot, Microsoft Dynamics, Zendesk, ServiceNow, Intercom, Jira, etc. • Collaboration Platforms: Slack, SharePoint, Teams, Google Meet, Discord, Basecamp, Google Drive, GitHub, Microsoft Office & Google Workspace, etc.) • Financial Software: QuickBooks, Paycom, Toast Payroll, NetSuite, Workday Financial Management, UKG, Stripe, etc.