Customer Service Technical Support

LUIGGI ROSSETTI

Orlando, FL ***** ****************@*****.*** 352-***-****

PROFESSIONAL SUMMARY

Bilingual technical support professional with extensive experience in customer service, hardware troubleshooting, and technical problem-solving. Skilled in identifying and resolving complex technical issues using Salesforce CRM and providing exceptional support for advanced fitness equipment and computer systems. Self-motivated with hands-on experience building custom PCs and installing various technical equipment, combining practical technical knowledge with strong customer service abilities.

EMPLOYMENT HISTORY

CUSTOMER SERVICE REPRESENTATIVE

IntouchCX, Altamonte Springs, FL January 2024 - Present

● Provide comprehensive technical support for Peloton products including Tread bikes, Rowers, and other connected fitness equipment

● Consistently exceed required MStats score of 4.7/5 for several consecutive months, recognized as top-performing agent for customer survey satisfaction ratings

● Utilize Salesforce CRM to track customer issues, document solutions, and manage support tickets efficiently

● Troubleshoot complex hardware, software, and connectivity issues, guiding customers through diagnostic processes

● Achieve 95% first-call resolution rate through effective technical problem-solving and clear communication

● Handle sensitive customer data with strict adherence to security protocols and privacy regulations

● Mentor new team members on technical procedures, Salesforce navigation, and customer support best practices

● Collaborate with engineering teams to identify recurring issues and contribute to product improvement initiatives

BRAND AMBASSADOR

ActionLink, Miami, FL August 2023 - January 2024

● Traveled throughout Miami-Dade district stores to maintain and boost product sales through direct customer engagement

● Demonstrated technical products and services to customers, explaining complex features in accessible terms

● Utilized technical knowledge to address customer questions about product specifications and compatibility

● Collected and analyzed customer feedback to improve product offerings and support services

● Achieved 120% of sales targets through effective product demonstrations and technical explanations

● Maintained current knowledge of competitive products and industry trends TECHNICAL FREELANCER

Self-employed, Miami, FL May 2023 - August 2023

● Provided technical installation services for home gym equipment, ensuring proper setup and functionality

● Assembled and configured furniture and storage solutions, including complex closet systems

● Performed troubleshooting and repair services for clients' home technical equipment

● Managed client scheduling, estimates, and payments while maintaining positive customer relationships

● Developed efficient installation processes that reduced average setup time by 25% ONLINE SALES PROFESSIONAL

Deluca Toyota, Ocala, FL June 2022 - May 2023

● Utilized CRM software to track leads and maintain detailed customer databases

● Processed online transactions securely while ensuring data protection protocols

● Generated comprehensive reports and analyzed sales data to identify market trends

● Managed digital communications and online customer inquiries with a 98% satisfaction rating

EDUCATION & TECHNICAL TRAINING

IT TECHNICAL TRAINING

The Academy, Miami, FL

● Comprehensive training in IT fundamentals, security protocols, and technical troubleshooting

● Advanced training in customer support systems and Salesforce CRM

● Sales Professional Training

● Customer Service Representative Training

TECHNICAL SKILLS

● Hardware troubleshooting and system building (custom PC construction experience)

● Technical support and advanced problem-solving

● Salesforce CRM expertise

● Technical equipment installation and configuration

● Data protection and security awareness

● System analysis and optimization

● Technical documentation and knowledge base development ADDITIONAL SKILLS

● Training and mentoring

● Data analysis and reporting

● Process improvement

● Time management and prioritization

● Bilingual: English and Spanish (Native)

PROJECTS

Custom PC Building

● Designed and built multiple custom PC systems, selecting compatible components and optimizing performance

● Installed and configured operating systems, drivers, and software for optimal functionality and security

Technical Support Knowledge Base Development

● Created comprehensive documentation for resolving common technical issues with connected fitness equipment

● Developed streamlined troubleshooting processes for business continuity during system outages

Home Network Security Setup

● Implemented secure home network configurations with proper firewall settings and device management

● Configured backup solutions to ensure data recovery capabilities in case of system failure

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