Antonio Feliciano
Senior Customer Service Specialist
Waterbury,CT
Summary
Professional with solid experience in customer service, prepared to excel in this role. Proven ability to resolve issues efficiently and enhance customer satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in conflict resolution, communication, and process improvement while maintaining high standards. Reliable and results-driven, consistently supporting team success and client satisfaction.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Specialist
Corporate InfoManagement
11.2018 - Current
- Summary: I have multiple responsibilities assisting a startup technology company in gaining market share, primarily utilizing my customer service expertise, technology acumen, research and analysis experience, and teambuilding skills. I learned the latest cloud technologies on the job and through formal training and certifications. Utilize my skills every workday to ensure our customers in the service, retail, and franchise industries have all the intelligence they need to be successful at their jobs each day. Serve 200+ retail locations across the U.S.
- Oversee the customer service ticketing system for issues and requests submitted by customers and staff. Work through issues with customers on the phone and via email/chat to completion within service level agreements (SLAs).
- Walk customers through troubleshooting steps and best practices to get the most out of our products, to help customers save time and money.
- Onboard new customers, coordinate the integration of each of their retail locations, and help to build trust with customers upfront.
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Primary Azure Cloud lead for migrating on-premises applications to Azure Cloud in 2024.
- Allocate new Microsoft Azure Cloud environments for Development/Test and Production, supporting programmers and DBAs to test and deploy new software enhancements and fixes.
- Research and document new technologies for potential use in the enterprise. Initiate proofs of concept to test new technology that is a good fit for the company.
- Manage the Cloud budget by identifying and addressing cost spikes early to avoid budget overages, while maintaining exactly what the company needs to grow.
- Implemented effective backup systems to ensure data integrity and availability, assuring business continuity, and addressing potential disaster recovery scenarios.
- Contribute to training documentation for new hires, as well as new technologies, processes, and procedures.
- Train and mentor new customer support staff.
- Technologies: M365, Microsoft Teams, Zoho Desk/CRM, Microsoft Azure Cloud, IaaS, Azure DevOps, Microsoft SQL Server, Microsoft Access, Excel, Word, FTP/SFTP, DOS Scripting, and PowerShell.
Deli Clerk
Jerry's Market
01.2016 - 10.2018
- Maintained high-quality standards for food preparation, ensuring compliance with company guidelines and local health codes.
- Contributed to team success by consistently achieving performance goals in deli department metrics.
- Assisted in training new employees, sharing best practices for excellent customer service.
- Promoted a positive shopping experience with superior communication skills and friendly demeanor.
- Generated repeat business through exceptional customer interactions, building rapport with regular patrons of the deli counter.
- Enhanced customer satisfaction by providing efficient and courteous deli service.
Infantry Team Leader
US Army
10.2013 - 12.2015
- Maximized operational effectiveness with careful resource allocation and logistics management.
- Improved morale within the team by addressing concerns promptly and offering constructive feedback.
- Utilized tactical expertise to make critical decisions under pressure, leading to successful outcomes in high-stress situations.
- Established secure perimeters around mission sites, ensuring the safety of all personnel involved.
- Developed contingency plans for unforeseen circumstances, allowing for quick adaptation during evolving missions.
- Collaborated with other teams for joint missions, ensuring seamless coordination and execution of tasks.
- Led infantry team to successfully complete missions by providing clear instructions and efficient communication.
- Ensured mission success by utilizing strategic planning skills in challenging environments.
Deli Clerk
Super Stop & Shop
09.2011 - 08.2013
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Greeted customers at counter to fulfill requests and answer questions.
- Contributed to positive team dynamics through effective communication skills and a collaborative problem-solving approach.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Delivered exemplary customer service to guests, even in peak business periods to promote retention.
- Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
- Built trust with customers through meticulous attention to detail in fulfilling special orders and dietary restrictions.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Assisted in training 4 new employees on proper deli procedures, ensuring consistent quality across the team.
- Assisted customers with product selection, sharing knowledge on deli items to guide their choices.
Education
High School Diploma -
Watertown Highschool
Watertown, CT06-2008
Skills
Troubleshooting and Diagnostics
Technical support
User support
Decision-making
Issue troubleshooting
Remote support
Ticket support system management
Customer service
Active listening
Customer service expert
Ticket management
Accomplishments
- Supervised team of 4 staff members.
- Promoted to Senior Help Desk after 1 year of employment.
- Recipient of individual and departmental awards for providing stellar client service.
Timeline
Senior Customer Service Specialist
Corporate InfoManagement
11.2018 - Current
Deli Clerk
Jerry's Market
01.2016 - 10.2018
Infantry Team Leader
US Army
10.2013 - 12.2015
Deli Clerk
Super Stop & Shop
09.2011 - 08.2013
High School Diploma -
Watertown Highschool