Summary
Overview
Work History
Education
Skills
Additional Qualifications
Languages
Timeline
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BRIAN ARBELOA

Lenexa,KS

Summary

Tech-savvy service desk analyst with over 10 years of experience providing exceptional remote customer support in call center environments. Proficient in troubleshooting hardware and software issues, accurately documenting incidents, and efficiently resolving technical challenges. Highly skilled at multitasking across multiple customer environments, ensuring timely issue resolution and fostering strong client relationships. Excels in delivering superior customer service and independently driving results in fast-paced settings.

Overview

14
14
years of professional experience

Work History

Senior Product Manager

FG Global LTD
02.2018 - 05.2024
  • Led product strategy and development initiatives, boosting revenue by 20% and customer satisfaction by 15%.
  • Championed Conversational AI integration, enhancing product functionality and user experience while ensuring
    regulatory compliance.
  • Collaborated with legal, security, and policy teams to ensure product compliance with regulatory requirements, including
    systems security policies and procedures.
  • Utilized data analytics to inform product roadmap decisions, resulting in improved operational efficiencies and enhanced
    market positioning.
  • Oversaw the implementation and security of Automated Information Systems, ensuring compliance with company
    policies and industry standards.
  • Improved user experience by collaborating closely with design and development teams on UI/UX enhancements.

Client Success Manager

Fitter Global Limited
10.2013 - 01.2018
  • Delivered remote first-level support for diverse customer groups via phone, email, and chat, resolving 95% of incidents within SLA timelines
  • Created positive customer support experiences, fostering long-term client relationships
  • Analyzed, escalated, and documented technical issues using incident management tools, improving resolution time by 20%
  • Managed multiple customer environments simultaneously, maintaining accuracy and efficiency in fast-paced operations
  • Participated in strategic planning meetings to align department objectives with broader company goals related to client success management efforts.

Project Manager

SmartDot
03.2010 - 10.2013
  • Provided technical support for client systems, resolving software and hardware issues across distributed teams
  • Coordinated troubleshooting efforts across multiple service desk teams, ensuring incident logs were detailed and actionable
  • Conducted training sessions for new employees on the use of Microsoft Office Suite and other software, enhancing team productivity
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Met project deadlines without sacrificing build quality or workplace safety.

Education

B.Sc. - Kinesiology and Biomechanics

University of Edinburgh

Skills

  • Windows OS
  • Microsoft Office Suite
  • Internet Browsers
  • Incident Handling Tools
  • Remote Support
  • Call Center Operations
  • Escalation Management
  • Multitasking
  • Planning and Prioritization
  • Documentation Skills
  • Verbal and Written Communication
  • Interpersonal Communication
  • Training and Development
  • Problem-Solving
  • Research
  • Analysis
  • Cross-functional collaboration
  • Strategic planning

Additional Qualifications

English (fluent), Italian (fluent), Spanish (fluent), Experienced in handling office equipment, including moving up to 25 lbs for operational needs.

Languages

Spanish
Limited Working
Italian
Limited Working

Timeline

Senior Product Manager

FG Global LTD
02.2018 - 05.2024

Client Success Manager

Fitter Global Limited
10.2013 - 01.2018

Project Manager

SmartDot
03.2010 - 10.2013

B.Sc. - Kinesiology and Biomechanics

University of Edinburgh

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BRIAN ARBELOA