Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Darwin Gayle

Far Rockaway,NY

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Returns Manager

E-Distributors
03.2022 - Current
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Defined clear targets and objectives and communicated to other team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Audio Specialist

E-distributors
06.2017 - Current
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Defuse volatile customer situations calmly
  • Handled live chats with customers
  • Provided training for new agents
  • Handled escalated tickets.
  • Continually expanded knowledge of product line.
  • Trained and provided coaching to junior team members.
  • Researched product's technical specifications and accurately communicated information.

Technical Support Level II

Cablevision Inc
10.2011 - 08.2016
  • Troubleshoot and resolve connectivity problems with internet and VOIP service
  • Verify Connectivity
  • Install software via walkthrough or GoTo Assist
  • Walk through modem and router setup
  • Configure router settings and advise of best security practices
  • Schedule field technicians for onsite visits
  • Diagnose VOIP issues such as packet loss, switch issues and TN provisioning
  • Document and Escalate issues to NOC
  • Document and create Remedy tickets for all issues

LAN Administrator

First Church of God Inc. Far
10.2008 - 10.2011
  • Upgrade from Windows XP to Windows 7
  • Repair and upgrade hardware
  • Upgrade to Office 2007
  • Train staff on new software
  • Install and maintain wireless network with 802.11N
  • Spec, purchase, install and configure PC hardware
  • Install windows updates
  • Manage and update Norton Antivirus
  • Backup Critical files with Norton Security
  • Install Printers/ Phones/ Fax

Education

Associates Degree - Electronics and Computer Technology, Electronics and Computer Technology

DeVry Institute of Technology

Bachelor Degree - English in English

Queens College
07.2017

Skills

  • Outstanding written and verbal communication skills
  • Customer service oriented
  • Python Programming
  • Work Prioritization
  • Exceptional Interpersonal Communication
  • Effective Workflow Management
  • Staff Management
  • Coaching and Training
  • Microsoft Office Suite Expertise

Certification

  • PMP - Project Management Professional

Timeline

Returns Manager

E-Distributors
03.2022 - Current

Audio Specialist

E-distributors
06.2017 - Current

Technical Support Level II

Cablevision Inc
10.2011 - 08.2016

LAN Administrator

First Church of God Inc. Far
10.2008 - 10.2011

Associates Degree - Electronics and Computer Technology, Electronics and Computer Technology

DeVry Institute of Technology

Bachelor Degree - English in English

Queens College

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Darwin Gayle