Daniel Gipson
Deltona,FL
Summary
Diligent IT customer service leader skilled at turning dissatisfied customers into loyal business advocates through skilled care and attention to needs. Offering expertise in sales, administration and team leadership focused on strengthening customer ties while maintaining quality, compliance and service standards. Technologically-savvy and forward-thinking.
Overview
9
9
years of professional experience
Work History
Customer Relations Representative (Store Systems Division)
Retail Technologies Corporation (RTC)
Orlando, FL
11.2022 - Current
- Developed and implemented robust POS customer lab systems.
- Designed comprehensive resources including welcome guides, training documents, and materials to support onboarding of new team members.
- Managed and executed store systems customer implementations/installations.
- Created and delivered concise employee training guides and user manuals for efficient store onboarding.
- Instructed and supported client company employees in the utilization of RTC's hardware and software through implementing training guides.
- Deeper level of quality assurance (QA) training
- Utilized paid flights to perform installations, repairs, and replacements in various states.
- Conducted on-site drives to multiple locations for installing, repairing, and replacing.
- Demonstrated commitment to continual improvement by actively monitoring personal feedback as customer service representative, aiming to enhance both store and technological operations.
- Includes responsibilities found below in 'Quality Assurance Technician'.
- Maintained high satisfaction rating with customers by providing exceptional service and support.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Quality Assurance Technician (Store Systems Division)
Retail Technologies Corporation (RTC)
Orlando, FL
11.2022 - Current
- Utilized predetermined methods, setups, and prescribed specifications to inspect electronic units and subsystems, precision electromechanical assemblies, mechanical units, subassemblies and identify structural flaws or internal defects in in-process and completed products
- Maintained quality standards by diligently monitoring and verifying according to established statistical processes or other control procedures.
- Displayed precision and accuracy in job assignments
- Experienced in effectively resolving Quality Assurance Tracking Tickets.
- Noted results and entered data into Kayako to track and assess trends.
- Completed routine inspections of components and products to fulfill quality assurance requirements.
- Assisted with correcting systemic problems in order to eliminate errors.
- Collected, analyzed and summarized data including failed processes and recalls to create accurate quality documentation.
Customer Support Associate Level 2
Retail Technologies Corporation (RTC)
Orlando, FL
03.2022 - 11.2022
- Responsible for the installation, upgrading, and maintenance of a wide range of programs including MySQL database management system (DBMS), company's Point of Sale (POS) system, latest version of Windows OS (Windows 10)*, Office Programs.
- Developed comprehensive installation guidelines for training purposes, enabling efficient onboarding of Level 1 Help Desk Team.
- Compiled an extensive record of past ticketing problems and their resolutions to support the team in resolving similar issues.
- Helped customers track and ship packages, responding to an average of 25 calls per day.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
Customer Support Associate Level 1
Retail Technologies Corporation (RTC)
Orlando, FL
05.2019 - 03.2022
- Answering incoming calls in a professional and courteous manner
- Requesting and taking careful note of each caller's name, company name, and nature of their call
- Troubleshooting Software related issues clients may experiences
- Promptly handling help desk calls and routing other callers to the appropriate person at RTC
- Respond to emails addressed to the help desk team and taking the necessary/appropriate actions necessary to address each question or issue presented
- Resolving them in a timely manner
- Open and track call tickets through the help desk ticket interface while consistently working towards resolutions on calls/tickets not yet closed
- Continually increase competency in RTC POS retail software and POS hardware through ongoing training, user documentation and problem solving
- Perform requested Quality Assurance Testing
- Monitoring and preemptively resolving various POS issues via our POS Dashboard
- Increasing competency with MySQL Web Browser and utilizing various queries to locate information necessary with resolving tickets
- Navigating the various libraries utilized by RTC.
Guest Experience Host/Retail Relief Lead
Merlin Entertainments
Orlando, FL
06.2015 - 05.2019
- Oversaw and supervised a group of six retail hosts simultaneously
- Successfully managed and resolved various guest issues to ensure a positive experience
- Achieved multiple Employee of the Month recognitions.
- Displayed unwavering enthusiasm, assertiveness, and passion in delivering exceptional guest service.
- Successfully managed and utilized various POS systems.
- Utilized strong cash handling skills.
Education
Information Technology -
Valencia College
Osceola, FL08.2024
General Education -
Valencia College
Osceola, FLSkills
- Able to perform well in a fast-paced environment
- Excellent Customer service skills
- Strong Communication Skills
- Team oriented
- Certified in Microsoft Office 365
- Proficient in Microsoft Office 2016
- Basic Knowledge of C, C, Java
- Experience using Adobe Photoshop CC, Dreamweaver CC, and Premiere Pro CC
- Basic knowledge of SQL
- Computer Programming Specialist Certification (Valencia)
- Experience with Windows
- Experience with Software Troubleshooting
- 3 years Help Desk Experience
- Printer Installation and Troubleshooting
- Desktop Peripheral Installation and Troubleshooting
- Basic knowledge of MySQL
- 75-80 WPM
- Ability to work independently in a deadline driven environment
- High level of accuracy, efficiency and accountability
- Extreme attention to detail
- Data Entry Expert
Timeline
Customer Relations Representative (Store Systems Division)
Retail Technologies Corporation (RTC)
11.2022 - Current
Quality Assurance Technician (Store Systems Division)
Retail Technologies Corporation (RTC)
11.2022 - Current
Customer Support Associate Level 2
Retail Technologies Corporation (RTC)
03.2022 - 11.2022
Customer Support Associate Level 1
Retail Technologies Corporation (RTC)
05.2019 - 03.2022
Guest Experience Host/Retail Relief Lead
Merlin Entertainments
06.2015 - 05.2019
Information Technology -
Valencia College
General Education -
Valencia College