Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
Receptionist
Gabriel Secco

Gabriel Secco

Davie,FL

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Looking at the CSM role as the next chapter of my professional life.

Overview

10
10
years of professional experience

Work History

Product Support Analyst

Wix
Miami, FL
03.2023 - Current
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Assisted with troubleshooting and resolving customer inquiries related to product usage.
  • Maintained updated knowledge through continuing education and advanced training.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Product Support Specialist

Wix
Miami, FL
01.2021 - 03.2023
  • Created knowledge base articles for common customer inquiries.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Provided timely feedback to management regarding customer service issues.
  • Addressed customer complaints promptly and professionally.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Maintained up-to-date knowledge of company products and services by attending internal trainings.
  • Provided technical support to customers via phone, email and chat.
  • Surveyed technical content and data to provide product-specific support resources.
  • Led analytics, communication and organizational tasks to oversee product support and interface with customers.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Customer Service Specialist

Wix
Miami, FL
06.2019 - 12.2020
  • Responded to customer emails with accurate product and service information.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Maintained a high level of professionalism while interacting with customers via phone or email.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Customer Sales (Seasonal)

Best Buy
Aventura, Florida
10.2018 - 01.2019
  • Provided information on product features and benefits to help customers make informed decisions.
  • Assisted customers with product selection, ensuring the correct size and color was selected.
  • Greeted and assisted customers to foster positive experiences.
  • Identified customer needs by asking questions and advising on best solutions.

Owner/Partner

Armazém4
Rio de Janeiro, Brazil
07.2015 - 06.2017
  • A reference in fashion and cuisine fairs in the Northern Area of Rio de Janeiro
  • A concept fair entirely geared towards the customer experience.
  • Selected Contributions:
  • In 2 years, we got over 100 thousand new likes on our pages, plus over 65 thousand new followers, and with these results, we achieved the milestone of over 6 hits in one day of event
  • We started off with 300 hits
  • Economy circulation increase
  • There were over 90 exhibitors selling their products on average

Help Desk Analyst - Tier 1

CSC Brasil Sistemas
Rio de Janeiro, Brazil
03.2015 - 06.2016
  • Handle technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries
  • Engage and track Priority 1 issues, with responsibility for the timely documentation, resolution and closure of trouble tickets.
  • Selected Contributions:
  • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).
  • Handled 15+ technical/mission-critical calls daily and consistently met high service standards.
  • Traveled between offices to improve service quality.

Help Desk Analyst - Intern

Opus Gestão de Recursos
Rio de Janeiro, Brazil
10.2013 - 03.2015
  • Handle technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries
  • Engage and track Priority 1 issues, with responsibility for the timely documentation, resolution and closure of trouble tickets.
  • Selected Contributions:
  • Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all calls (outperforming average of 90%).
  • Handled 15+ technical/mission-critical calls daily and consistently met high service standards.
  • Participate at the implementation of the new Data Center
  • Participate at the e-mail platform migration (Exchange to Office 365)

Education

Technical Course - IT Management

Estácio De Sá
Brazil
12.2016

Skills

  • Technical Documentation
  • Customer Service
  • User Support
  • Help Desk Support
  • Customer Needs Assessment
  • Computer Maintenance
  • Technical Troubleshooting
  • Organizational Skills
  • Report Preparation
  • Highly Professional
  • Customer Communication and Empathy
  • Teamwork and Collaboration
  • Attention to Detail
  • Analytical and Methodical
  • Active Listening
  • Friendly and Patient
  • Collaborative Team Player

Languages

English
Full Professional
Portuguese
Native/ Bilingual
Spanish
Elementary

Timeline

Product Support Analyst

Wix
03.2023 - Current

Product Support Specialist

Wix
01.2021 - 03.2023

Customer Service Specialist

Wix
06.2019 - 12.2020

Customer Sales (Seasonal)

Best Buy
10.2018 - 01.2019

Owner/Partner

Armazém4
07.2015 - 06.2017

Help Desk Analyst - Tier 1

CSC Brasil Sistemas
03.2015 - 06.2016

Help Desk Analyst - Intern

Opus Gestão de Recursos
10.2013 - 03.2015

Technical Course - IT Management

Estácio De Sá

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Gabriel Secco