Customer Support Data Analysis

Contact

508-***-**** (Home)

******.*****@*****.***

www.linkedin.com/in/ernest-

zezze-48740789 (LinkedIn)

Top Skills

Jira

Figjam

Confulence

Languages

English (Native or Bilingual)

Italian (Elementary)

Certifications

Certificate in Immersive Business

Education

Foundations: Data, Data,

Everywhere

Product Management for Engineers

From Cornell University

Certificate in Professional Cooking

CompTIA Network+ (N10-007) Cert

Prep: 1 Understanding Networks

Ernest Zezze

Customer Support

Westford, Massachusetts, United States

Summary

I’m a versatile professional with expertise in financial data analysis, safety management, and technical troubleshooting, with a passion for finding software bugs. I thrive on troubleshooting technical issues using tools like Jira and Loom, collaborating with teams to improve system stability. Additionally, I handle disputes and negotiations with a focus on maintaining positive client relationships. Whether solving complex technical problems or ensuring data accuracy, I’m committed to delivering solutions that exceed expectations. Experience

Highwire

Customer Support

March 2022 - Present (2 years 7 months)

Financial Data Analysis and Integration: Perform thorough reviews of income statements, balance sheets, and cash flow statements. Utilize sound judgment to manually enter data into the platform, ensuring high accuracy and consistency.

Client and Contractor Safety Management: Collaborate with top-tier clients to improve contractor safety scores and assist them with completing their prequalification.

Technical Issue Reporting and Resolution: Document and report software bugs using Jira and create detailed issue reproductions through Loom. Effectively troubleshoot and resolve technical issues in collaboration with cross-functional external teams, improving system stability and user experience.

Product Feedback and Enhancement: Analyze customer insights and present actionable feature requests and product improvement suggestions to the Product team. Contribute to the development of product features that align with customer needs and enhance overall product value.

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Dispute Resolution and Negotiation: Handle and negotiate disputes related to Highwire subscriptions with a focus on resolving issues amicably. Employ negotiation skills to address customer concerns and maintain positive relationships.

Safety Data Verification: Review and validate safety data provided by customers to ensure accuracy and compliance.

Toast

Network Specialist 1

August 2021 - March 2022 (8 months)

Boston, Massachusetts, United States

•Promptly contacting customers (by phone) with a personable response to inquiries made through the call center and Salesforce

•Thoughtful questioning and active listening to uncover the root cause

•Provide solutions for restaurant operators with network and hardware issues such as configuring ISPs, Meraki router appliances, DHCP, wireless coverage, and dealing with DNS issues.

•Document steps to resolutions, escalations, identify problem areas and opportunities, research, and deliver solutions to enhance the quality of service. Chiara Bistro

Line Cook

September 2019 - September 2021 (2 years 1 month)

• Oversee the garde manger station and supplement needs of the hotline station

• Execute Serve Safe procedure and mandated COVID regulations to ensure quality control

• Cultivate communication amongst kitchen staff and improve plating methodology to provide efficient customer service

• Assess next day’s business needs and prepared accordingly The Squareroot

Kitchen Manager

December 2018 - May 2019 (6 months)

• Designed dining and kitchen layout of newly established business

• Recruited, trained, and supervised kitchen staff

• Created diverse menus for breakfast, lunch, dinner, and bar snacks

• Evaluated and addressed opportunities for business growth Page 2 of 4

• Developed relationships with vendors and managed inventory

• Executed Serve Safe procedure

Harvard Club of Boston

Line Cook

October 2017 - December 2018 (1 year 3 months)

• Represented the Club at the 2018 Chefs in Shorts event at the Boston Seaport

• Was highlighted in the Club’s exclusive magazine for innovative contributions

• Conceptualized and produced all desserts served

• Oversaw the gardemanger station and supplemented needs of the hot line station

• Developed relationships with Club members at banquets

• Assessed next day’s business needs and prepared accordingly Osteria La Civetta

Intern

September 2016 - March 2017 (7 months)

• Reported directly to the chef and supported business function by making appetizers and desserts

• Developed kitchen skills in preparation of attending culinary school Verizon

Sales Consultant

August 2015 - July 2016 (1 year)

• Developed new lines of service for small business accounts from company storefront

• Fostered strong relationships with existing clients to encourage repeat business

• Attained monthly sales quota

• Provided customer service not limited to troubleshooting and responding to billing inquiries

Buckeye International

Sales Consultant

September 2014 - May 2015 (9 months)

• Developed new lines of service via traveling throughout the Greater Boston Area

• Negotiated pricing for new clients, and fostered strong relationships with existing clients to encourage repeat business

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• Attained monthly sales quota

• Scheduled weekly appointments with tentative and existing clients

• Provided customer service not limited to troubleshooting and responding to billing inquiries

Education

Stonehill College

Bachelor's degree, Political Science and Government · (2010 - 2014) Page 4 of 4

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