Technical Support

Sebastien Reani

Baltimore, MD *****

443-***-**** ***.*****@*****.***

Objective

A results-driven professional with extensive experience in customer experience optimization, technical troubleshooting, and process improvement. Proven expertise in leading cross-functional teams, integrating systems, and driving operational efficiency. Seeking a dynamic and challenging role where I can apply my strategic, data-driven approach to enhance service quality, boost team performance, and drive customer satisfaction.

Professional Experience

Stakeholder Relations

The Arc Central Chesapeake Region

October 2024 – Present

Resolve stakeholder inquiries and system issues efficiently, ensuring high service delivery standards.

Collaborate with the Self-Directed Services team to develop and implement effective solutions.

Provide technical guidance, empowering stakeholders with the tools and information needed for complex systems.

Manage scheduling, data entry, and communication coordination, maintaining a solution-oriented approach.

Technical Support

Association of American Medical Colleges

May 2024 – October 2024

Achieved a 90% customer satisfaction rate by providing timely and precise technical issue resolutions.

Educated members and providers on system processes, payment terms, and documentation requirements.

Documented calls and issues within CRM, ensuring accurate tracking of resolutions for future reference.

E-Commerce Specialist

Pandora Jewelry

February 2023 – September 2023

Delivered Tier 2 support for technical escalations, handling order status, returns, fraud detection, and payment issues.

Analyzed data and generated actionable insights to improve operational efficiency and reduce costs.

Monitored KPIs to optimize customer satisfaction and enhance service quality.

Social Media Specialist

Pandora Jewelry

January 2022 – February 2023

Implemented process improvements to identify eCommerce trends and optimize response times across multiple channels.

Managed billing inquiries, account issues, fraud concerns, and returns, improving customer retention.

Consumer Affairs Specialist

Pandora Jewelry

October 2018 – January 2022

Delivered high-quality service across multiple channels, resolving issues and identifying root causes.

Analyzed social media data and customer feedback to elevate service standards and improve issue resolution.

Utilized Salesforce to document customer interactions and troubleshoot technical issues efficiently.

Manager-Photographer

Glamour Shots

July 2008 – September 2018

Managed operations, including cash management, payroll, staffing, and inventory, reducing discrepancies.

Enhanced team performance by 20% through strategic coaching, performance tracking, and goal-setting.

Delivered high-quality photography services, coordinating client needs using portable equipment.

Education

Bachelor of Science in International Business

Grenoble École de Management, France 2003 – 2006

Skills

Advanced Analytical & Problem-Solving Skills

Project & Process Optimization

E-Commerce Systems & B2B Integration

Technical Support & Troubleshooting

Client/Customer Relationship Management (CRM)

Cross-Functional Team Leadership

Quality Assurance & Service Improvement

Strategic Process Planning & Execution

Data Analysis & Reporting (KPI Tracking)

Multi-Project Coordination

Languages

English: Fluent

French: Fluent

Spanish: Intermediate

Technologies

Zendesk

Salesforce

Microsoft Office (Excel, Word, Outlook)

Smartsheet

Warehouse Management Systems (WMS)

Microsoft Dynamics AX

IBM Systems

Clutch

Photoshop

Contact this candidate