Tanner Vass

Verkada -- San Mateo, CA

• Own SLAs, P0/P1 incident command, and quality across Escalations, Support Systems, Bug Triage, Data, and AU teams.
• Shipped LLM case tagging and a self-serve chatbot (KB + case context); improved routing and measured deflection via A/B.
• Built RMA automations (eligibility, approvals, logistics), delivering $2M annualized savings and faster turnaround.
• Formalized bug triage with Product/Engineering; reduced repeat regressions and improved time to acknowledgment.
• Built JAPAC coverage and backfilled AU; 9 hires; time-to-fill 30 days; 6-mo retention 100%.
• Standardized incident comms and fault trees; post-mortems closed in 7 days; repeat-incident rate down 50%.
• Shipped cross-office handoff scheduling (requeue + next-action) and lightweight internal tools; cut idle requeues by 30%.

Verkada -- San Mateo, CA

• Managed 23 high-skill TSEs and supervisors across US and AU; conducted 1,000+ interviews; implemented performance systems.
• Maintained 95% CSAT on 100k+ tickets per year; programs and product changes reduced inbound volume by 20%.
• Raised TSE throughput from 160 to 240 cases/agent/month; improved punctuality (<15% late).

Verkada -- San Mateo, CA

• Ran betas for 5 camera models and dozens of features with 1,000+ customers.
• Implemented a structured bug escalation process that cut time to implement fixes by 75%.