Customer Care Social Media

MARC SORIANO

*** * **** ****** ***. *A, New York, NY 10010

Phone: 917-***-**** Email: ****.*******.***@*****.***

Core Competencies

■ Product Merchandising

■ Independent Analysis

■ Corporate Communication

■ Productivity Driven

■ Strategic Marketing

■ Quality Assurance

■ Administrative Service

■ Solution Oriented

■ Account Management

■ Project Management

■ Systems Administration

■ Strategic Marketing

EXPERIENCE:

Premier Carpet Cleaning, Inc.

Administrative Service Manager Colorado Springs, CO

November 2016 to September 2017

Managed overall day-to-day administrative tasks for carpet cleaning/restoration business.

Performed Quality Assurance checks for clients with repeat appointments, poor feedback, and additional customer service issues.

Administered invoices for service/office supplies and additional equipment for rental and purchase.

Dispatched employees for regularly scheduled appointments, and arranged manpower for ad hoc projects.

Approved and archived employee time sheets for weekly payroll.

Served as Point Person for primary business owner/operator during work-related absences.

Time Warner Cable

Telecommunications Technician New York, NY

July 2015 to August 2016

Provided technical support service for daily appointments scheduled for new and current customers.

Assessed customer dwellings in order to install, replace, and diagnose television, internet, and digital phone equipment.

Managed wiring and re-wiring of customer’s home, in addition to troubleshooting and educating customer on necessary work.

Conducted all networking, CATV signal, and digital phone tests to calibrate equipment, ensuring top level performance.

Updated customer account when adding equipment, escalated customer disputes to Leadership when necessary.

Followed up on subscriber concerns transmitted to Leadership team to ensure customer satisfaction.

Field Dispatcher New York, NY

October 2014 to July 2015

Controlled call flow of incoming/outbound from TWC technicians regarding equipment troubleshooting for TV, HSD and Digital Home Phone service calls, installations, and repairs.

Managed constant communication and control of field technicians’ workload and appointment schedules according to manpower needs.

Utilized technical knowledge of various in-house applications to assist techs with equipment troubleshooting, order modification, and any additional changes required to provide upper echelon customer service.

Customer Support Specialist Kansas City, MO

March 2014 to October 2014

Managed incoming/outbound influx of call flow from TWC subscribers regarding technical, billing and sales inquiries.

Adhered to call center and company-wide metrics including customer satisfaction, first call resolution, and personal sales yields.

De-escalated customer complaints effectively and efficiently and escalate to appropriate staff when necessary.

Promoted available marketing campaigns, additional products and features to enhance customer experience.

Columbia House

Marketing Manager, Print and Digital Media New York, NY

July 2011 to February 2013

Developed promotional visions for campaigns of new releases and core DVD products.

Ensured cross-club promotion for Book clubs and third party vendor materials aligned with print and digital direct marketing.

Conducted daily audits of Columbia House website to identify opportunities for customer experience.

Oversaw creative projects throughout various stages of production to ensure advertising and campaign accuracy.

Provided cross-departmental leadership and inspiration to resolve discrepancies from creative, production, legal, and all other departments.

Assistant Manager, Product Merchandising

January 2009 to July 2011

Managed acquisition of DVD product offerings from major studios contracted with Columbia House.

Compiled sales reporting and merchandise analysis for new releases and core product positioning in print and digital.

Analyzed sales trends and measure sales data to identify new opportunities for print and digital advertising.

Maintained internal platform of release schedules for products contractually available to target for upcoming promotions.

Handled special ad hoc flex projects for Senior Director of Marketing and Merchandising department.

Copyright and Publishing Analyst

September 2007 to January 2009

Administered mechanical licenses to copyright holders on behalf of the Columbia House music club.

Secured confidential copyright and financial information for licensed products.

Conducted and examined research to verify applicable copyright information for music publishers, music societies, and independent artists.

Maintained publishing, royalty percentage, and contact information upon receipt into an in-house copyright application.

EDUCATION:

State University of New York College at Oneonta

Bachelor of Arts; Music Business

January 2002 - May 2005

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