Customer Service Representatives
Resume:
Jorge C. Serbia
Streamwood, IL *0107
************@*****.***
https://www.linkedin.com/in/jorge-serbia-b3638053
P r o f e s s i o n a l S ummary
Three years of providing Platform Support for Virtual Environments and Digital Events through chat, online ticketing system and inbound calls.
Digital Events Team Lead who supported eight Digital Events Producers. Oversaw and supported event scheduling, event management and live audio and video webcast execution. I have experience in designing, creating, and executing webcasts/multimedia events.
Six years of working directly with clients in a Digital Events Producer capacity. Proven track record of building procedures and processes for live webcast event execution.
H i g h l i g h t s
• Served as Team Lead for a department of eight Multimedia Producers.
• Multimedia Team generated <$700k in revenue per month.
• Utilized a solutions-based approach in designing, creating, and executing webcasts, working directly with the customer from start of request to the completion of event.
• Accomplished at managing projects, prioritizing and meeting deadlines.
• Excellent written/verbal communication skills.
• Awarded numerous recognitions including, Four “Star of the Month awards and 2016 “Star of the Year”.
• Platform Support through ticketing system, on-line chat and emergency hot line.
• Diagnosed and resolved complex customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality, and bugs/enhancements.
• Interacted with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Tracked and documented inbound support requests and ensured proper notation of customer problems and issues.
• Worked closely with customers to ensure we are providing solutions that meet their needs.
• Reproduced and documented issues that required escalation, including critical issues.
• Identified parent cases and incidents. Documented according to standard operating procedures.
• Communicated with team, cross-functional teams and management to research and provide awareness and updates to issues that require escalation, including critical issues.
• Communicated effectively with business partners, vendors and cross-functional teams for issue identification and resolution.
• Confirm, document, and escalate release issues.
• Identified critical issues that may impact all clients, provided proactive communication, technical details, status, and subsequent updates.
• Mentored and trained new staff members.
• Assist teammates by helping them triage/resolve cases.
• Ensured all cases are documented according to standard operating procedures, including those escalated by CSRs.
• Documented new issues, FAQs, and resolutions to continuously build a robust knowledge base – including reviewing, publishing, and keeping all knowledge articles up to date.
• Remained abreast of current technology in products, design changes, and new products offered. Shared knowledge with other team members.
• Remained abreast of software releases and new features. Shared knowledge with other team members. S k i l l s
• On24 (Webcast Platform) • Adobe Connect (Webcast Platform)
• Avaya audio bridge
• Intrado (West) (Webcast
Platform)
• Cisco WebEx (Webcast Platform) • Strong knowledge and understanding of
HTML5/WebRTC protocols, Flash
media, peer-peer eCDNs
(Kollective or Hive), Wirecast,
unicast/multicast mechanisms
and AV video production
• Microsoft Teams
• Windows and MAC OS
• MS Office Suite
• JIRA Ticketing system
• Zendesk Ticketing system • Skype for Business • Salesforce Ticketing system R e l e v a n t E x p e r i e n c e
ON24 January 2021 – April 2024
Platform Support Specialist
• Partnered with Platform Support Team members to address client platform related issues via ticketing system, online chat and department emergency hotline.
• Served as subject matter expert to customers for ON24 Virtual Conference requests.
• Worked with customer to provide post-event deliverables including archive editing, recordings, attendee communications, and event reporting to the customer.
• Provided live event technical support.
• Set up and tested event streaming components (event console, web page, audio/video streaming) to ensure quality deliver of transmission and resolve client issues.
• Provided by-monthly on-call weekend platform support. Arkadin January 2019 – October 2020
Team Lead – Digital Events
• Served as Team Lead for a department of eight Digital Events Producers.
• Served as point of contact and subject matter expert to customers and Sales on complex webcasts
• Partnered with Digital Events Team members to ensure all customer needs were understood and fulfilled on time, conducted information gathering and follow-up meetings with customers before and after execution, established expectations with customer on timelines, requirements, and tasks.
• Collaborated with Sales team, customer operations and external partners (Intrado Studio, Intrado West, Adobe Connect, Cisco WebEx and ON24 Elite) and AV vendors on completing a successful event.
• Provided Content review and oversight for customers in the design and creation of all event elements
(event consoles, customized branding, participant join pages) for access, function, and style.
• Set up and tested event streaming components (event console, web page, audio/video streaming) to ensure quality deliver of transmission.
• Responsible for training event presenters and moderators on event platforms in addition to providing coaching on event flow and management.
• Coordinated live event execution while providing real time technical support
• Worked with customer to provide post-event deliverables including archive editing, recordings, attendee communications, and event reporting to the customer. Arkadin July 2014 – December 2019
Digital Events Producer III
• Collaborated with Sales team, customer operations and external partners (Intrado Studio, Intrado West, Adobe Connect, Cisco WebEx and ON24 Elite) and AV vendors on completing a successful event.
• Established expectations with customers on timelines, requirements, and tasks.
• Provided Content review and oversight for customers in the design and creation of all event elements
(event consoles, customized branding, participant join pages) for access, function, and style.
• Set up and tested event streaming components (event console, web page, audio/video streaming) to ensure quality deliver of transmission.
• Responsible for training event presenters and moderators on event platforms in addition to providing coaching on event flow and management.
• Coordinated live event execution while providing real time technical support
• Worked with customer to provide post-event deliverables including archive editing, recordings, attendee communications, and event reporting to the customer. Verizon Business September 1997- December 2012
Internet Conference Support Group
• Evaluated and responded to incoming requests for technical support assistance.
• Installed software, modified and repaired browser and computer-based applications.
• Provided base level video IP training and support to non-technical customers and internal employees.
• Identified and resolved technical support requests within 24 hours sent via email.
• Facilitated crisis conference calls to address and resolve company website, product and service outages.
• Edited web replay files with multimedia editing software. E d u c a t i o n
High School Diploma: College preparatory 1987- Lakeview High School
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