Gina D’Arienzo

• Supervise operations staff and keep employees compliant with company policies and procedures.
• Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Develop and maintained relationships with external vendors and suppliers.
• Analyze and report on key performance metrics to CEO.
• Track KPIs and create continuous improvement plans.
• Provide technical expertise during product design, contributing to improved functionality and user experience.
• Analyze user feedback and implemented changes to product design.
• Assist with proactive client outreach initiatives and documented client correspondence in CRM system.

Technical Support Manager

(2016 - 2025)

• Oversaw the support desk operations, including managing emails, chats, and call tickets
• Performed QA testing for new product releases and JIRA management
• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Streamlined support processes for improved efficiency and faster response times.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.

• Oversaw the support desk operations, including managing emails, chats, and call tickets
• Performed QA testing for new product releases and JIRA management
• Collaborated with cross-functional teams to identify and resolve systemic product issues.
• Streamlined support processes for improved efficiency and faster response times.
• Mentored junior support staff, fostering a culture of collaboration and learning within the team.
• Implemented effective performance metrics, driving continuous improvement in the support team''s performance.
• Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.

Operations Manager

• Supervise operations staff and keep employees compliant with company policies and procedures.
  Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them.
  Develop and maintained relationships with external vendors and suppliers.
  Analyze and report on key performance metrics to CEO.
  Track KPIs and create continuous improvement plans.
  Provide technical expertise during product design, contributing to improved functionality and user experience.
  Analyze user feedback and implemented changes to product design.
  Assist with proactive client outreach initiatives and documented client correspondence in CRM system.
• Coordinated with sales teams to provide pre-sales technical assistance for potential clients.

• Led employee relations through effective communication, coaching, training, and development.
• Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
• Monitored SLA and maintained QA requirements
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
• Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.

• Collaborated cross-functionally to address client needs promptly and efficiently.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Drove revenue growth by identifying new business opportunities within existing accounts.
• Built relationships with customers and community to promote long term business growth.
• Implemented creative problem-solving techniques to resolve complex challenges faced by clients.
• Trained, mentored and motivated staff to instill desire for superior performance.