Customer Support & Operations Leader

TYRUS O. GAINES

**** ******* ****, *********, *.C. 28205 Mobile: 704-***-****

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

LEADERSHIP PROFILE

TEAM LEADERSHIP /CUSTOMER SPECIALIST / PROJECT & OPERATIONS MANAGER

Accomplished professional with extensive operations management and team leadership experience. Successful in managing large-scale projects, overseeing daily operations, ensuring outstanding service, and establishing process improvement strategies.

Strong critical thinking, communication, relationship-building, and management skills.

PROFESSIONAL EXPERIENCE

Canon USA

Client Technical/Care Support Specialist- Camera Pro Support II 5/2021 to 9/2024

Responsible for communication with customers via email or by phone and for written inquiries from customers regarding advanced amateur and professional-level products.

Analyze problems with hardware and software products to identify problem areas) and recommend possible solutions.

Recommends solutions to customer application questions. Maintains a log of problems using the CRM application so that recurring problems can be reported. Provides technical support to advanced amateur and professional level customers via telephone and written communication (direct and escalated contacts), and directly assists customers with the purchasing of products

Recommend and guide customers. Works on problems of diverse scope where analysis of the situation requires evaluation of identifiable factors.

Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.

Enters call information into the call tracking database

Assists in testing and evaluation of current and new products.

Assist customers with recommendations in the sales and purchase of professional/ beginner products and accessories.

Gathered information, researched, resolved inquiries, and logged customer calls. Informed customers about services available and assessed customer needs.

Recognized for operational process changes resulting in significant improvements in minimizing field calls, increasing customer service, and reducing overhead.

Assisted in diffusing difficult customer interactions with professionalism, while maintaining excellent customer rapport.

Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Gathered customer and technology information to determine technical support level; elevated calls to the appropriate support level as necessary

Tyrus Ortega Gaines Photography (Creative Media Director)

Consultant Visual Content Online Editor/ Photographer/Videographer 1/1990 to Present

Collaborate with clients/customers on visual imagery documentation for small and large-scale projects on location and travel to site locations.

Client project appointments

Client management relations organizing projects

Corporate advertising events, annual reports, and portraiture

Media online and print content, Public Relations.

Social Media visual content management.

The Charlotte Observer / The McClatchy Company, Charlotte 12/1989 to 06/2017

Multimedia Visual Content Photo Editor/Assignment Visual Editor/

Multimedia Photojournalist

Produced multimedia for the visual content sections and advertising.

Research and manage archival images for visual library.

Organized in house of content visual metadata management.

Project manager for online video production and still image coverage to structure daily events for print, online and digital media distribution.

Team leader for in-house studio products for reviews and content, lighting creativity on products for advertising and corporate magazine and annual report.

Creatively brainstormed with department editors on state and regional projects

Managed and organized social media online customer accounts. Posted and updated visuals on social media outlets

Lead coordinator for digital social media library and metadata summary

Discovered and developed local interest for publication and online multimedia marketing.

Created, managed, and designed layout for regional publications.

Developed, managed, and maintained digital archives.

Delegated and mentored staff and freelancers for visual textual content

Customer service representative for digital and online print sales.

Negotiated as visual representative in daily budget meetings to communicate and create a framework for multimedia visual content coverage

Researched global multimedia marketing outlets for past, future and current visual content projects.

Researched national news outlets: Associated Press, Getty, MCT, New York Times, Washington Post and Bloomberg to retrieve visuals for current stories

Excelled as section leader and photo editor for 2012 DNC Convention in Charlotte, NC

Produced multimedia or the visual content sections to include Sports, News, Business, Living and advertising

Created and produced video and still image coverage to structure daily events for print, online and other digital media distribution

Team leader for in-house studio products for reviews and story content, lighting creativity on products for advertising and corporate magazine and annual report.

Organized and maintained record and supplies of photo studio equipment and upkeep

Creatively brainstormed with staff editors on regional story projects

Managed and organized social media accounts. Posted and updated news visuals on Twitter, Facebook and Instagram

EDUCATION

University of The District of Columbia

Mass Communication/Photojournalism

Department of Agriculture Photography Education Certification

Central Piedmont Community College

Internet Cyber Security

HTML5/CSS coding

Microsoft Certification, MCSE

PROFESSIONAL AFFILIATIONS

NCPPA-North Carolina Press Photographers Association

NPPA-National Press Photographer Association

SND -The Society of News Design

National Notary Public Association

North Carolina Notary Public Association

AWARDS AND ACCOMPLISHMENTS

Society of News Design for Visual Content Photo Editing, Front Page, The Charlotte Observer for 9/11.

First place, Home Magazine Visual Content Photo Editing, by Society of News Design

Society of News Design for Visual Content Photo Editing, Team Effort, Living-Here Magazine

Knight-Ridder/Charlotte Observer management and team leadership training.

National Press Photographer Association 2020 competition judge

COVID-19 Contact Tracing Certification from John Hopkins University

North Carolina Notary Public

PROFESSIONAL SKILLS

Project Management, Team Leadership, Training, Reporting, Procurement, Process Improvement, Quality Assurance, Client Relations, Scripting, Studio Photography, Studio 3d Product, Operations Management, Video Asset Management, and Video Production.

Photoshop, InDesign, iMovie, Final Cut, Adobe Lightroom, Photo Mechanic

Apple Platform, Microsoft Platform, Microsoft Office. HTML and CSS, Photoshop Element, Studio lighting, 3D and Product display, Portraiture, Fashion Lifestyle, Corporate Events and Visual Communication Liaison.

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