Guillermo Mariscal

Work History

BANKO OVERHEAD DOORS

12.2022 - 08.2024

Promptly responded to customer inquiries via e-mail, telephone and in person channels
Liaised with coworkers and/or managers to obtain the best solutions to customers’ issues and concerns
Identified common problems and escalated them to management in conjunction with improvement suggestions, when possible
Ensured high levels of customer satisfaction by addressing inquiries and resolving issues in a timely manner
Obtained and shared customer feedback with colleagues and other departments to ensure improvement of products and services
Troubleshooted and fixed basic hardware and software issues with pcs, laptops, phones and tablets for entire company
Set up new employees with appropriate access on computers and devices
Set up and configured office phones and extensions
Escalated issues to admin when necessary
Created a set up and procedures guide for the IT Support role
Trained new customer service agents
Maintained a polite, empathetic, helpful and professional manner at all times.

MIVA, INC.

06.2011 - 11.2022

Provided tech support and customer service for online merchants and VIP clients, guided clients through the use and configuration of shopping cart software
Responsible for triaging support tickets to proper support personnel
Used Kayako and Zendesk help desk software solutions to execute customer support tickets
Performed basic Linux administration tasks to enable setting up of development sites, reviewed error and access logs, starting/restarting services, updating and modifying DNS records and installation of SSL certificates
Performed website Go Lives and dev site swaps
Provided basic html and web development guidance to clients
Trained new support reps in company policies and procedures.

sos locksmith

08.2010 - 06.2011

Repaired, replaced and installed door hardware for commercial and residential properties
Provided lockout service for home and auto
Rekeyed residential and commercial locks
Consulted and recommended security needs to clients and ensured compliance concerns were met for commercial customers.

CLARK SECURITY PRODUCTS

04.1997 - 08.2010

Main point of contact for government sales and customer service on the west coast
Bid on various government projects, took in-bound sales and customer calls for industrial/commercial jobs
Contributed to development of sales action plans by evaluating missions, strategies and initiatives within the government sales team
As a Will Call Supervisor was responsible for day-to-day operations of the walk-in sales counter, in coordination with warehouse and inside sales team to ensure accurate and timely orders availability for customer pick-up
Directed and oversaw 3 employees
Provided support to customers and employees with online ordering systems and warehouse distribution system software as a Technical Support Rep
Resolved hardware and software issues, member of web catalog development, project lead manager for CRUS Aviator software, wrote user manual, EDI admin, helped grow sales to over 1 million monthly by demonstrating software to customers and staff
As warehouse receiving, pulled, packed, shipped customer’s orders and stock transfers
Stocked inventory, cycle counts and was considered a lead.