David R. DeFrancesco ad4z4f@r.postjobfree.com

C: 561-***-**** H: 561-***-**** 4910 NW 4th Street Unit C Delray Beach, FL 33445

Professional Work History

Customer Experience Specialist

Whirlpool Corporation Inc. (Feb 2020 – Jan 2023)

Remote online customer e-mail interface.

Provided appliance solutions to customers through e-mail support

Open and closed incident support solution tickets in the Whirlpool database.

Reveived several bonuses on support initiatives.

Project Estimator

STARMARK PROPERTIES Inc. (Feb 2019 – Jan 2020)

In store (Floor & Décor) a few days a week generating Sales Leads.

Generate estimates / proposals for customers through customer home visits 6 days a week

Close sales.

Part Time Data Collector

RETAILDATA, LLC (April 2018 – Dec 2018)

Collected specific data within client competition stores using a handheld scanner.

Worked within a set timeframe.

Part Time Product Demonstration Representative

ACOSTA SALES / MARKETING (November 2014 – 2016)

Demonstrate products of the month campaign to The Home Depot customers on weekends.

Quick Sales cycle on most sales.

In-home Consultant

EMPIRE TODAY LLC (January 2013 to 2014)

Sold flooring directly to in-home customers. High closing %

Bonuses for self-generated leads, referrals, and cross selling

All warm leads provided from media advertising with pre-set, pre-qualified appointments.

Technical Support Engineer

TELEPERFORMANCE INC. (October 2010 – December 2012)

Provided fast paced first-level Technical Support for Microsoft Online Cloud Services Office 365 in an on-line

customer service role.

Documents accurate solutions resulting in excellent top box customer scored experiences.

Windows desktop Microsoft Certification.

Pre-Sales Engineer

GMC SOFTWARE TECHNOLOGY (March 2009 – May 2010)

Provided Sales Support and Training to GMC North America Internal, Partners and Customers.

Hosted web meeting, on-site Product Proof of Concept Demonstrations via WebEx and on premise presentations at

Trade Shows.

The point person for delivering RFP/SOW responses accurately and on time to the customer.

Programmed Document Composition Applications in PrintNetT and web based online services products.

Solutions and Software Consultant

OCE NORTH AMERICA (June 2008 – March 2009)

Provided customer facing detailed Training for pre-sales, installation and post-installation support.

Primary Responsibility provided Systems Engineering Support to the South Florida region territory.

Specialist Trained in High Volume Output Printing and Spot and Full Color technologies.

Managed Print Services Customer Contracts.

National Systems Support Manager

OCE NORTH AMERICA (June 1997 – June 2008)

Headed technical sales efforts to Sales reps in the field providing client liaison to facilitate software and service initiatives.

Managed a 6-member technical team with budget accountability, participating in customer specific demonstrations and Training.

Coordinated customer RFP responses to completion and interfacing with solutions representatives to deliver optimal on time results.

Appointed to the Market Introduction Committee, participating in product lifecycle/launch activities and competitive strategy, ensuring on-time delivery, compliant market specifications, and staff training.

Completed initiatives 17% under budget for 3 consecutive years, launching web-based proof-of-concept program to communicate product benefits, components, and capabilities to clients; minimized travel expenses.

Boosted quality to 99.5% by introducing control measures to maximize customer workflow and efficient data management. There by enhancing product reliability for total customer satisfaction.

Implemented Customer First methods.

Instrumental in the assigned task force to develop new ISO standards for support.

References furnished on requests.

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