FERNANDO ARCE
Orlando,FL
Summary
Accommodating Customer Support Specialist with a history of exceeding customer expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Overview
2
2
years of professional experience
Work History
Independent Cafe Manager
The Warehouse Cafe
Miami, FL
01.1999 - 01.2001
- Managed the hiring and training of new employees
- In charge of ordering all food items as needed
- Booking of musical live acts and scheduling
- In charge of scheduling maintenance repairs and fumigation of the premises.
Call-Center Customer Care Agent / Tech Support
T-Mobile
Nashville, TN
- Customer assistance and technical support for various phone devices.
- Opening, renewing, and closing of contracts for both new and existing customers.
- Documented customer complaints and assisted the retention department with providing customers alternatives to their service needs at hand.
- Troubleshot technical problems related to products or services provided by the company.
- Customer assistance in reviewing signed contracts and obligations prior to trial period expiration.
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Resolved customer complaints in a professional manner.
- Gathered customer feedback to help improve customer service processes.
- Identified customer needs and provided appropriate solutions.
Bike and Segway Tour Guide / Rentals & Booking
Bike and Roll Miami Tours
Miami Beach, FL
- Tour guide for both bike and Segway historical tours of Miami Beach's Art Deco Historical District
- Assist with tour bookings, cancellations, Segway training and tour customization based on visitor needs
- General bike shop maintenance, cleaning, hotel guest tour booking liaison and translator.
Contract based Audio engineer
Damselflymusic
- Contract based Audio engineer for multiple multimedia and video production companies
- Contracted voice talent and directed voice-over sessions for various clients
- Created musical assets for clients based on specific theme specifications
- Dialogue editing and cleanup for various video production companies
- Worked directly with producers and production managers in the overall audio aspect of various projects.
Barista
Coffee to The People
San Francisco, CA
- Food and Beverage preparation
- Opening and Closing duties based on schedule
- Shipping and Receiving of all food and coffee orders
- General assistance with the décor / artwork on a rotating basis.
Bartender/Barista
Café Coco
Nashville, TN
- 3rd Shift Leader in charge of opening and closing the register, drop box revenue deposits
- In charge of managing 3rd Shift Barback during shift
- Place orders for customers to be delivered to kitchen staff
- Served Beer and prepared coffee beverages.
Education
Bachelor of Science, Media Production -
San Francisco State University
Bachelor of Arts, Humanities -
Florida International University
Associate of Arts - Film Production and Music -
Miami Dade College
Skills
- Excellent communication and interpersonal skills
- Computer literacy
- Strong service and technical support skills
- Ability to actively listen and understand customer needs and resolving their issues/concern in a prompt manner
- Effective problem-solving and conflict resolution skills
- Strong time management and organizational abilities
- Multilingual proficiency (if applicable)
- Excellent phone service/etiquette skills while providing solutions and assistance to customers and vendors
- Management and Technical Support skills
- Adaptable and a fast learner of new products, software, and policies
- Inbound Customer Service
Languages
- Spanish
- Italian
- English
Timeline
Independent Cafe Manager
The Warehouse Cafe
01.1999 - 01.2001
Call-Center Customer Care Agent / Tech Support
T-Mobile
Bike and Segway Tour Guide / Rentals & Booking
Bike and Roll Miami Tours
Contract based Audio engineer
Damselflymusic
Barista
Coffee to The People
Bartender/Barista
Café Coco
Bachelor of Science, Media Production -
San Francisco State University
Bachelor of Arts, Humanities -
Florida International University
Associate of Arts - Film Production and Music -
Miami Dade College
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