Daren gibas
Niagara Falls,NY
Summary
Personable and dedicated technical support representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
General Manager
Blooming Onion Inc.
Niagara Falls, NY
07.2005 - 10.2023
- Handled customer service issues, ensuring customer satisfaction and loyalty.
- Developed strategies for increasing sales and improving customer service.
- Implemented successful business strategies to increase revenue and target new markets.
- Prepared staff work schedules and assigned team members to specific duties.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Monitored progress by establishing plans, budgets and measuring results.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Developed marketing strategies designed to increase brand awareness within target markets.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Conducted market research to identify trends, opportunities, and threats in the industry.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
Tier 2 Technical Support Representative
Adelphia Communications Corporation
Buffalo, NY
10.2001 - 11.2005
- Identified root causes of technical issues and implemented solutions accordingly.
- Translated complex, technical concepts into easy to understand language to assist non-technically oriented customers. Verified that all customer inquiries had been resolved before closing out tickets.
- Provided technical support to customers over the phone and through email.
- Diagnosed system errors and provided solutions to customers.
- Resolved customer complaints in a timely manner.
- Adhered strictly to company policies regarding data privacy and security regulations.
- Trained new users on basic computer operations such as setting up accounts and navigating programs.
- Created detailed tickets for each customer issue.
- Collaborated with other departments when necessary in order to provide comprehensive solutions for customers' needs.
- Assisted with troubleshooting hardware, software, and network issues.
- Ensured compliance with established policies and procedures related to customer service operations.
- Responded promptly to requests from higher-level technicians or IT staff members for assistance with escalated issues.
- Verified that all customer inquiries had been resolved before closing out tickets.
- Configured networking equipment such as routers, switches, firewalls.
- Maintained log of system issues and conveyed customer feedback to product development staff.
- Documented problems and solutions to train lower-level support on how to address customer technical issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
Education
Associate of Arts - Liberal Arts And Sciences
Tallahassee Community College
Tallahassee, FL05-1989
Skills
- Customer Support
- Problem Resolution
- Cross-Functional Communication
- Remote Technical Support
- Network configuration
- Hardware Installation
- Hardware diagnostics
- Advanced troubleshooting
Timeline
General Manager
Blooming Onion Inc.
07.2005 - 10.2023
Tier 2 Technical Support Representative
Adelphia Communications Corporation
10.2001 - 11.2005
Associate of Arts - Liberal Arts And Sciences
Tallahassee Community College