Although women are underrepresented in tech, making up only 25% of the workforce, more than a third of our employees here at ServiceCentral are women. It is safe to say that we wouldn’t be in business without them. They work tirelessly to support our customers, manage our development projects, promote our brand, plan team building events, process payroll, roll out new initiatives and get things done. We asked them to give us some insight into their lives, tell us what service means to them, why they believe women belong in tech, what was the last thing they fixed, and a new skill they’ve picked up during the pandemic. Their responses made us laugh, taught us lessons on resourcefulness, and reinforced why we believe women belong in tech.
Here is a look at some of the ServiceCentral women whose grit, determination, attitude, passion, attention to detail, empathy, intelligence, and talent make our business a leader in the industry.
Vanessa Li
As a Business Analyst, Vanessa helps repair business processes become more efficient by using software.
On Service
“I recently experienced the best customer service over the phone with a representative from my medical insurance company. He listened to my request and didn’t waste any time in resolving the issue by offering a three-way call with a 3rd party and becoming my spokesperson for the rest of the call. All I had to do was listen to him take care of everything for me. It was only a 15 minute call, but I knew I could trust him. He reminded me that the most important thing about service is trust, and trust comes from taking the time to understand your client’s needs and expressing concern through action and not just with words.”
Women in Tech
“I’ve been able to thrive in this space because I have an interest in tech, the determination to learn, and ability to communicate effectively to both tech and non-tech people.”
What new skill have you picked up during COVID?
“Piano, which is actually an old skill that I abandoned in college.”
Traci Parrish
Traci is Director of Business Development of ServiceCentral and consults with companies on end-to-end solutions for their reverse logistics and post-market operational challenges.
On Service
“Nothing replaces a human touch in relationship building with a customer.”
Women in Tech
“Technology is all about solving a problem. In order to be able to solve customer problems, you have to be willing to get to know customers and have empathy for their challenges. Women love collaboration and are natural relationship builders. I have thrived in technology because of my love for people and having a desire to find ways to help customers succeed in their own roles.”
What new skill have you picked up during COVID?
“Training my dog to behave during web meetings.”
Kristen Hoak
The newest addition to the ServiceCentral team is Media Designer, Kristen Hoak.
Describe what you do in one sentence.
“I creatively solve communication problems by designing marketing pieces and experiences.”
What new skill have you picked up during COVID?
“Homemade pizzas, seriously from making the dough from scratch to getting the perfect crisp on the crust and coming up with new flavors has been a fun way to keep busy and satisfied when I couldn’t go out to my favorite places.”
Women in Tech
“If women are living in the world and using tech then women should be involved in building, designing and most likely perfecting tech. I haven’t been in the field long, but women have unique perspectives that need to be brought to the table more often. I hope that in the future of my career, my voice is heard and trusted as much as a male’s voice would be.”
Dena Merrill
As a Documentation Specialist, Dena takes developer code and other documentation about ServiceCentral products and services and brings it up to date in a user-friendly manner so that you don’t have to be a developer to understand how something works.
What new skill have you picked up during COVID?
“Zoom, Google Teams, Asking questions of others regardless of whether I think they will think I am lazy or should know something because, without the face to face, I don’t really care. I just need to keep moving forward with my assignments.”
On Service
“You can please most of the people most of the time because everyone on our team is a go-getter, a helper, a teacher, and so cool about their work and sharing their knowledge.”
Women in Tech
“I am not easily discouraged, and as a former high school science teacher, I live by what I taught my students–make an effort to learn something new every day.”
Sarah Lorenzen
As Marketing Director, Sarah helps people get to know our company and what we do.
Last thing you fixed
“My electric pencil sharpener. I took it apart. Twice. Before I successfully fixed it.”
On Service
“I think service is really about doing something for others and not expecting to get anything back in return. We live in a world of exchanges and give-and-take; sometimes it requires a conscious effort to truly be of service.”
Women in Tech
“I think women play an important role in technology because we are adaptable and we’re able to communicate with so many different types of people.”
Chelsea Williams
As Director of Brand and Product Experience, Chelsea manages the experience of our brand and products, especially their visual elements, as they are expressed publically through all channels.
Last thing you fixed
“Replaced an iPhone screen recently, used to repair wheelchair brakes when I previously worked in rehab at a skilled nursing facility.”
On Service
“I like to make myself available for others, helping with whatever is needed. I’ve always enjoyed being able to support and take care of others.”
Women in Tech
“Our different life experiences allow us to bring different strengths and perspectives to the table.”
Tonya Burns
Tonya is a Solutions Architect who helps provide new and existing customers with solutions to better manage their service and repair businesses by leveraging her industry experience and our software products. She manages implementations of our software products for new customers as well as manages existing customer accounts.
Last thing you fixed
“Replaced an electrical outlet in my house and replaced 2 damaged plugs on the cords for an electric fireplace and a TV.”
On Service
“You always need to be mindful of what you say or do around your customers or potential clients as the lowest quote or recommendations won’t always win you the business. Customers like to know that they can trust you to do the job right and be respectful as well.”
Women in Tech
“I started my career in the US Navy as an Electronics Technician but really didn’t realize at the time the opportunities that it would open up for me. I never really looked at being one of the few women around the workplace as an issue for me. I’ve always worked hard and just did what it took to get the job done. I’ve enjoyed my career path from actually doing the repairs to managing repair facilities and now helping others with managing their businesses by utilizing our software. As a mother of four daughters, I’ve tried to encourage them to get into the tech industry because it is continually growing and there are so many opportunities out there for them.”
Rocio Moreno
Rocio is a Project and Account Manager who manages relationships with multiple ServiceCentral customers.
What new skill have you picked up during COVID?
“Bike riding and I became a pro at hover boarding.”
Last thing you fixed
“Our dryer machine! And I am so proud of it.”
Women in Tech
“I honestly believe women can thrive in any industry. But specifically talking about the tech industry, I think we tend to be very detailed oriented as well as very customer service oriented which helps a great deal.”
Thanks to the women of ServiceCentral who contributed to this blog. You inspire us every day and we’re proud to call you colleagues and friends. Stay tuned as we continue our celebration of women throughout the month of March.
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