Tread team member feature: Marco Alvarez – Customer Success Manager

We interviewed Marco to get insights about how Tread’s customer success team supports our customers to be more efficient at their work, every day.

Marco Alvarez

Could you please tell us about your background and your current role?

I have been helping people be successful in the e-commerce and software industry for over 20 years. I have been very fortunate to have worked with great leaders and mentors who taught me to listen, pay attention and be accountable. I’m based out of beautiful Vancouver Island in British Columbia. In my current role, aside from creating training materials, I am an advocate for our truckers, dispatchers, office managers, and owner-operators, helping make sure they spend more time on what they do best.

 

What do you like most about your job?

I love having the opportunity to help our clients from all over Canada and the U.S. . I have learned a lot about short-haul trucking and gained so much respect for those working day and night to improve and develop our infrastructure. Having the opportunity to work directly with our partners and help their drivers with new technologies, while collecting invaluable feedback in the process, is incredibly rewarding and fulfilling. 

 

How do you like to spend time outside of work?

You’ll find me hiking, backpacking camera in tow always on the lookout for birds, or in the kitchen exploring plant-based recipes while listening to music or podcasts. We have impressive trails, museums, and craft beer venues on the island that keep me busy and entertained, helping me find a healthy work-life balance.

 

As a customer success representative, what’s an average work day like for you?

Early morning starts, as our truckers are out there late and start early, and we are always there for them. Strong tea in-hand (and ready to take calls), I start with a to-do list for the day, attend calls with partners, check on our internal messaging channels for fun conversations with our awesome team and work updates. Later I move on to working on training materials, like articles and tutorials, to make our clients’ and partners’ lives easy. When possible, I take a walk to my favourite local coffee shop for a triple mocha (sometimes with mini marshmallows on top) and work from there for a while for a change of scenery and some exercise. 

By the end of the day, I’ll have a new list of things to do, calls to make, and new ideas for content.

 

What’s your favourite Tread feature and why?

I would pick the add tickets and timesheets feature. This feature is really helpful to greatly reduce paper handling, and it has been particularly useful during the pandemic as it minimizes personal contact. Adding photos of tickets and timesheets facilitates billing departments’ ability to verify, process and complete payments faster. Before using Tread, drivers would collect all their tickets and bring them to their owners or partners at the end of the week for processing, and they may have even lost a few. Now a driver is able to add a ticket during or after a shift, and as soon as they add a ticket to our platform using the camera on their device, a digital copy of this ticket or timesheet helps streamline communication but most importantly, it helps drivers get paid faster for every load or shift. 

 

From your perspective, how does Tread solve our customers’ challenges?

Some industry challenges include minimizing disputes and digitizing workflows that have been managed with phone calls and pen & paper for many years. Tread helps our customers by knowing who will be showing up to a job site, storing digital copies of tickets and timesheets, sending cancellations due to weather to entire fleets with the click of a button and improving visibility into cycle times to improve operational efficiencies. Our platform is an all-encompassing solution that has been developed with the cooperation of our customers to help solve these and many other challenges.  

 

Is there a problem & solution that you’d love to work on in the future in the construction industry?

Communication and the use of technology in the construction industry are challenges I am excited about. In my daily interactions with drivers and owner-operators, it is clear that the use of smart-phones and apps as a new tool can be a problem, especially for drivers who are not comfortable or familiar with the use of tech. Clear and accurate job details are also very important and as a platform, we are in a position to make a great and positive impact on these and I look forward to helping with these solutions.

 

If you’d like to learn more about how Tread can make your business more profitable, reach out to us to book your free demo!