Giovanni Merveilleux
Boynton Beach,FL
Summary
I am an IT professional with a rich blend of experiences in technical support, software troubleshooting, and customer service, enriched by a substantial background in the banking sector. My career has been characterized by my adeptness at solving complex technical issues and enhancing system functionalities to boost user satisfaction and operational efficiency.
In the realm of banking, I have developed a keen understanding of data security and compliance, applying these principles diligently to protect sensitive information and meet stringent standards. This experience has given me a robust foundation in security practices, which I seamlessly integrate into my technical support roles to ensure data integrity and network safety.
Equally important to my technical skills are my customer service and sales abilities. I thrive in environments that require direct customer interaction, where I can leverage my technical knowledge to foster relationships, resolve issues, and drive sales through trusted advice and reliable support. My approach is always customer-centric, focusing on delivering exceptional service and practical solutions that enhance both customer satisfaction and business outcomes.
I am excited to bring this comprehensive skill set to a dynamic team, where I can continue to provide effective technical solutions and contribute to the security and success of the organization.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Retail Banker
TD Bank
3 2022 - Current
- Mentored new hires on company policies, systems, and best practices to ensure successful integration into the team.
- Managed customer data privacy and implemented security measures to protect sensitive information, aligning with federal and state laws.
- Provided high-level customer support, resolving technical and security-related issues, leading to a 20% improvement in customer satisfaction scores. That includes when the TD bank app is malfunctioning or when customer's app is glitching.
- Contributed to incident response efforts during security breaches, coordinating with IT teams to mitigate impact and restore services efficiently. That entitles using OUTLOOK and Microsoft teams to narrate what happened.
- Responsible for managing sensitive customer data, employing encryption and secure data handling practices to ensure confidentiality and integrity. Using our shredder and not throwing info in a regular garbage can.
- often use the system FAILSAFE to verify customers that are doing large transaction to prevent fraud.
- Collaborated with other departments to confirm compliance with banking procedures and regulations.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Balanced teller drawers and ATM cash.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
Tech Support/Sales Representative Team Leader
ACG
01.2021 - 03.2022
- Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
- Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.
- Maintained detailed and accurate records of technical issues and resolutions in the help desk ticketing system, contributing to a knowledge base that improved team efficiency.
- Collaborated with IT team members to share information and develop solutions to complex technical issues. Participated in regular team meetings to discuss ongoing issues, potential improvements, and tech trends.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
CSR Retention Team Lead
Teleperformance
07.2018 - 12.2020
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used the companies system (ICARE) to Monitored systems in operation and quickly troubleshot errors.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted with updating technical support best practices for use by team.
- Assisted in development of system security protocols.
Education
Associate of Science -
Palm Beach State College
Lake Worth, FL 01.2020 - 01.2022
Bachelor of Arts -
Florida Atlantic University
Boca Raton, FL 01.2022 - Current
Skills
Analytical and Critical Thinking
Problem-Solving
Good Telephone Etiquette
Software Proficiency
Call Center Operations
Microsoft Outlook
Business Development
Data Security
Application support
Help Desk Software
Performance Testing
Software diagnosis
Issue Troubleshooting
Accomplishments
- Supervised team of 15 staff members.
- Collaborated with team of team members in the development of leads to retention and sales .
- Increased number of resolved job tickets by 15% over previous year.
- Endorsements in software development and mobile applications.
- Resolved product issue through consumer testing.
- enforced new security protocols that reduced fraudulent activity by 25% in the banking environment.
- Achieved Google Cybersecurity Certification, demonstrating proficiency in key areas such as network security, threat analysis, and risk management.
- Gained hands-on experience with leading cybersecurity tools and technologies for monitoring, detecting, and responding to security incidents.
Languages
Haitian-Creole
Excellent
French
Professional Working
Certification
CNP - Certified Notary Public
Timeline
Bachelor of Arts -
Florida Atlantic University
01.2022 - Current
Tech Support/Sales Representative Team Leader
ACG
01.2021 - 03.2022
Associate of Science -
Palm Beach State College
01.2020 - 01.2022
CSR Retention Team Lead
Teleperformance
07.2018 - 12.2020
Retail Banker
TD Bank
3 2022 - Current
CNP - Certified Notary Public
COMTIA Security + in progress
Google cybersecurity
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