What do you do here at TouchBistro? How has your role/department evolved over the years?
As part of the Implementation Project Specialist (VAS) team, I’m responsible for setting up and training our customers on their various VAS services, including Loyalty, Marketing, Gift Cards, Online Ordering, Reservations, and more to come. I initially started on the Menu team, then moved to the POS onboarding team for a few years, before finally moving to the VAS team a few months ago!
What makes TouchBistro special to you?
The people. Touchbistro has a knack for finding some of the kindest and smartest people in the business.
If you had to eat one meal every day for the rest of your life, what would it be? Or the weirdest food combo you love?
I’m going to try and not overthink this. The first thing that comes to mind is the Godzilla from Loaded Pierogi. It’s pierogies with shredded pork, cheese curds, garlic mayo, teriyaki sauce, green onions, and sesame seeds.
As someone deeply involved in solving challenges for our customers, what motivates you the most to overcome obstacles and deliver exceptional results?
I mainly just try to put myself in their shoes. With VAS services, if a customer wants something set up a particular way – like a loyalty reward, for example – it’s usually because they have a vision of how they want their customers to feel when they end up using it. It’s also the excitement of getting a good deal on something, so I always try my best to make those big ideas happen for them. The customer’s excitement results in the restaurant owner getting excited to implement more rewards, which in turn gets me excited! It’s a train of excitement!
In your opinion, what sets TouchBistro apart from other companies in the industry, and how do you see us continuing to lead in the future?
I’ll give the same answer as one of the previous questions: the people. I’ve heard from customers in both my previous and current role that they are impressed with our company’s friendliness and dedication to their success. They just don’t receive the same level of check-ins with other companies.
What aspect of your role at TouchBistro brings you the most satisfaction and fulfillment, and why?
I think it has to be the problem solving that can happen during training. Seeing someone light up when they realize that their vision is possible is a great feeling. Also, the creative part of my brain really enjoys setting up the Customer Web App and customizing it with their logo and brand colours.
How do the core values of TouchBistro contribute to the success of your projects/work?
I’ve already mentioned how much collaboration happens with each and every project. I show respect to my customers every day by listening to their unique needs and values, as well as using my innovation to find the best possible solution for them. I show accountability to my team, manager, and customers by trying to keep as detailed notes as possible, plus making myself available when assistance is needed. And I wouldn’t be here for 6+ years if I wasn’t passionate, right?
Can you share a memorable experience or interaction you’ve had with a restaurant owner or staff member that made you proud to be part of the hospitality industry?
When I was on the POS onboarding team, I started working with Pizza Karachi, which at the time had around eight locations. We had a number of calls and texts going through the ins and outs of their systems, and we reached the end of the onboarding process right at the same time, as I was transitioning over to the VAS team. The torch for new POS onboarding was passed along to Rohail (go and read his Employee Spotlight too!). Amir and Khan were very excited for me and even though I was brand new in the VAS position, they asked if I could be the onboarding rep to help with setting up all of the new services for their locations. So I’ve had the unique opportunity of really seeing them through almost every part of their onboarding journey. They were a pleasure to work with.
If you could have dinner with any famous chef or restaurateur, who would it be and why?
This might be cheating, since he’s not technically a restaurateur, but I’d say Phil Rosenthal (Somebody Feed Phil). He’s goofy, warm, and seems like great company!