Daniel Ginoris

• Assist diverse user groups with mobile, tablet, and ecosystem configurations, performing hardware and software troubleshooting across multiple platforms.
• Collaborate with team members to manage high-volume requests via customer queue efficiently, prioritizing tasks to ensure adherence to strict performance metrics.
• Partner with leadership to drive continuous improvement according to daily KPIs and performance goals in a quickly evolving workplace.

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• Served as a primary point of contact for customers, addressing tech-related questions and applicable product troubleshooting with professionalism in a fast-paced environment.
• Managed inventory and asset tracking for products, utilizing internal diagnostic tools to resolve system-related issues and maintain accurate records.
• Delivered technical education and hands-on guidance to users, bridging knowledge gaps to promote the effective use of devices and applications.

• Provided technical support for mobile devices, account changes, and network issues, ensuring prompt and precise resolutions.
• Educated customers on device features and service plans, fostering long-term customer relationships through informed decision-making.
• Diagnosed hardware and software issues in real time, reducing escalations by resolving problems during initial contact.

• Trained employees across multiple contracted clients for inbound support interactions, including Pearson tech support agents assisting users with Pearson's online platform.
• Developed, organized, and led cross-training programs and reference documentation to support staff readiness and operational consistency.
• Collaborated with internal teams to update content and ensure materials aligned with client standards and agreements.

• Utilized advanced interpersonal communication techniques to effectively de-escalate customer interactions, ensuring positive resolutions and maintaining client satisfaction.
• Assisted with the development and organization of training and reference materials to support training program consistency and engagement.
• Analyzed performance metrics and conducted call audits to identify trends and coaching opportunities, producing detailed reports to guide improvement strategies.

• Developed strong customer relationships for Xfinity and T-Mobile by providing comprehensive product knowledge and troubleshooting assistance during inbound and outbound calls.
• Delivered technical support for Xfinity's X1 platform rollout, efficiently managing service requests related to cable and internet connectivity.
• Collaborated with Tier II support to resolve escalated technical issues, utilizing a ticketing system for effective issue tracking and resolution.