Daniel Vitale

• Authored comprehensive technical documentation including user guides, reference manuals, and troubleshooting articles, while creating supporting visual content and educational videos to enhance user understanding
• Established and maintained a structured help center repository, implementing organization systems for improved content discoverability and user navigation
• Developed and standardized video production processes, incorporating user feedback mechanisms to continuously improve educational content quality
• Collaborated with engineering, product, support, sales, and marketing teams to gather technical requirements and ensure accuracy of documentation
• Implemented user feedback surveys in partnership with product and research teams to measure documentation effectiveness and guide improvements
• Managed documentation lifecycle from ideation through publication, ensuring content remained current with product updates and user needs

• Wrote and updated help center articles based on product changes and user needs.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.

• Handled customer inquiries by providing clear and accurate information about products and services.
• Monitored customer satisfaction by conducting surveys and gathering feedback post-interaction.
• Identified recurring issues by analyzing customer feedback and support tickets.

Sold performing rights licenses to new accounts and delivered against monthly sales goals.

Highlight of Contributions:

• Exceeded monthly quotas by up to 200%.
• Created a sales pipeline of prospects through research and fieldwork.
• Conducted business development and follow up using email and cold-calling.
• Educated prospective customers on: Music copyright, Public performance rights and Music licensing
• Negotiated purchases and assisted customers with the licensing process; managed handoff to administration.
• Leveraged Salesforce CRM database by tracking account progress and reporting activity throughout the sales cycle.

Managed delinquent accounts and oversaw billing department on weekends for rent to own high-end video game computer business. Resolved customer issues and handled customer inquiries, documentation, and communications.

Highlight of Contributions:

• Negotiated with 80-120 customers per day; revised their payment plan or set-up computer return.
• Educated customers on: Lease details, Early buyouts and Return options
• Coordinated new order processing by preparing lease agreements for the sales team.