Customer Service Manager
Resume:
DARREN LARA
******@*****.***
Software Sales Consultant
Team Player * Solution Oriented * Innovative * Customer Focused * Creative
HIGHLIGHTS OF QUALIFICATION
10+ years of combined experience in customer service, technical support, order entry, digital marketing, brand management, graphic/web design in a fast paced customer service environmentBachelor of Science degree in Commerce, Major in Advertising ManagementExcellent verbal and written communication skillsInnovative & Solution Oriented
CAREER HISTORY
Graphic Designer (Part Time) present
City Youth Council of Toronto
Work on branding & design for internal and external youth-focused projects Create Illustrations and photo manipulationMaintain brand consistency in all web & print projectsPrepare material for press, including consultation with printing companiesUpdate websites and online social networking sites to enhance online community profile
Digital Marketing Manager / Multimedia Designer (contract) 2012
wi-tribe Telecoms Inc.
Provided trouble shooting support to IT department on software installationActed as Point of Contact for escalated helpdesk tickets on Adobe productsCreated the online community strategy, including moderation policy, escalation and customer service procedures, community engagement/ outreach activitiesRegularly monitored, ensuring strategies were implementedDesigned marketing materials for print and online channels Monitored and commented on trends in online community tools, and applications, acting as company spokesperson within the Online Community IndustryMentored and trained graphic designer on artwork request ticketing which resulted in increase in productivity by more than 75%
Supervisor - Creative Services / Multimedia Designer 2008 - 2012
Brady Corporation
Provided Customer Service, Customer Support and Vendor Support for 3 Direct Marketing Accounts of the companyConducted calibration sessions with sales directors, managers, technical lead and senior designers in North America, Canada and AustraliaMaintained department’s hardware and software by providing initial troubleshooting based on IT’s established protocols Escalated technical issues to IT department when necessaryProvided technical assistance to colleagues and customers who visit the company’s websites via email, chat and phoneManaged the catalog / web / proof production process of different brands of the company, from information to final file completion, including designing staff and department hardware/software. Ensured brand integrity and accurate execution of marketing messages and strategiesManaged customer proof process from creation, approval by clients to sending of actual production art files for manufacturing team via FTP and SAPManaged the creation of artwork to be used on the production floor to produce productDeveloped workflow to allow for maximum utilization of all resources, ensuring
production schedules are metCoordinated with vendors, sales force, production managers and end customers details of the product and managed timeline with vendors and suppliersHandled emails/calls from irate customers by de-escalating situationsActed as Point of Contact with other key officers within the companyDesigned for 3 business units from USA, Canada, Europe and Australia which account for $400,000 worth of daily sales Trained staff in various design process, order entry and SAP/CRM usage
Technical Support Engineer 2007-2008
Sykes Inc.
Handled primary customer contacts to resolve issuesProvided Level 1 technical expertise and support to customers according to established protocols and documented troubleshooting guidelinesEscalated issues to Tier 2 Technical Support Engineers when necessaryDelivered technical information to customers through the documentation of solutions and
techniques outlined in push channels such as Support web site, and forumsLogged incidents into SAP, ensuring that required information such as hardware, operating systems, etc. are entered in the customer’s recordUpdated and maintained client information within SAPSimulated issues and recommended solutions to customer’s issue on graphics, website, plug-ins and product.Conducted general duties and other specific tasks and responsibilities assigned by Team Leader and Account Manager
Technical Support Professional 2005-2007
Sykes Inc.
Provided technical support and troubleshooting to internal users according to established guidelines of the accountProvided customer service and support to agents by handling administrative and IT related functionsEscalated issues to IT department where necessary Conceptualized, developed and maintained websites a business unit comprised of 27 clientsSupervised website content management of other departmentsDesigned posters, flash ads, storyboards, audio-visual presentations, newsletter and other
marketing materials for various departmentsManaged digital assets for various departmentsProvided IS/IT inputs in developing operational toolkit/manualAssisted Branding/Sourcing department by providing technical assistance on its print projects
Senior Technical Support Representative 2004-2005
Sykes Inc.
Supervised a team of 12 Technical / Presale agents acting providing technical expertise to customers Coached and mentored agents to meet individual KPIs (Key Performance Index) such as
quality, accuracy, call handling and timely resolution for both phone and email
transactionsUpdated team statistics on a daily basis and developed reward system for performing agentsAssisted managers in completion of reports per client’s requirementsHandled escalated technical calls and emails and escalated open issues to Tier 2 Technical SupportConducted general duties, specific projects and responsibilities assigned by Team Leader and Account Manager Documented and uploaded troubleshooting steps at knowledgebase site
Technical Support Representative 2003-2004
Sykes Inc.
Provided Level 1 technical expertise and support to customers according to established protocols and guidelines Handled presales calls and recommended products to customers based on given informationEscalated issues to Tier 2 when necessaryProvided technical assistance to visitors of client’s website via phone and emailDocumented and uploaded troubleshooting steps at knowledgebase siteProcessed cases encountered, with required information and problem description in the
CRM softwareHandled customer’s problems arising from various products supported. Provided first line email and/or voice customer service and supportProvided vast customer service and support for client’s products, majority concentrating in Digital and Applied Imaging Area through telephone and e-mailConducted general duties, specific projects and responsibilities assigned by Team Leader and Account Manager Assisted managers in completion of reports per client’s requirements
Support Staff (part-time) 2003
American Chamber of Commerce
Maintained and updated information of membersPromoted fund raising activities through phone and email
Resource Mobilization Officer 2001-2002
Childhope
Wrote partnership proposals to solicit support for the Street Education Project among members of the profit and non-profit sector.Formed volunteer groups to support the various projects of the organization
Education
B.Sc Degree in Commerce-Major in Advertising Management 2001
De La Salle University- Manila
References
Available upon request
Contact this candidate