Cassidy Ulloa

Cassidy Ulloa came to Valin with the Thermal Solutions of Texas acquisition, where she began as a receptionist and leaned on her knowledge of existing customers and heat-related products to transition to customer service. Cassidy gained her process heat knowledge through a combination of supplier training, internal Valin resources, and weekly process heat customer service sessions. In her own time, she read controller manuals to become an internal subject matter expert on controls. As she has grown in her role, she has helped improve the customer experience through a combination of instructional videos and training documents that are provided to outside sales and customer service personnel.

Due to Cassidy’s elevated controls knowledge that is beyond the average customer service representative (CSR), customers are often given to her directly as opposed to factory technical support. She has helped many customers program and troubleshoot PID parameters and error codes in process controllers. As Valin continues to establish itself as the premier process heating distributor west of the Mississippi, this controls presence is essential. On the supplier side, this controls acumen elevates the status of Valin Corporation as well. Valin’s primary process heat supplier prefers to provide leads to Valin rather than their other distributors. They know Valin can provide a superior customer experience, and Cassidy plays an integral role in providing that experience.

Cassidy created six controller troubleshooting documents for Valin process heat customer service to reference in order to help customers through initial controller issues and determine how to escalate the call. The documents are easily accessible on the Process Heat Teams site. Each document contains screenshots and step-by-step instructions for controller set up, reset, alarm clearing, and how to connect via Bluetooth. The documents are clear and beneficial to use when needing to work through the troubleshooting steps with a customer over the phone.

Cassidy has also completed ten videos on Control theory that can be found on the Valin website here, https://www.valin.com/control-theory and are for internal and external use. She took the initiative to learn on her own time, AutoCAD (design and drafting software) along with PowerPoint and Blender (3D computer graphics software) so she could create informative drawings for customers as well as training videos. She often spends evenings refining and developing the videos.

Her initiative and efforts save engineering resources and deliver information to customers in a timelier manner. She is sharing her new-found knowledge of how to create 3D drawings with the process heat customer service team. Her visuals help customers and internal team members see the entire process and how the individual components interact. Cassidy has an amazing ability to absorb information and explain it to customers and co-workers in a manner that is both technical and easy to understand. When you combine this ability with her easy to get along with personality, she is a favorite.