Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Michael Richarte

Las Vegas,NV

Summary

Dynamic Senior Support Specialist at Zappos with a proven track record in escalation handling and remote support. Enhanced team performance through targeted training initiatives, reducing call resolution times significantly. Adept at problem-solving and fostering collaboration, I developed a centralized knowledge base that improved access to information for both staff and clients.

Overview

17
17
years of professional experience

Work History

Senior Support Specialist

Zappos
03.2021 - Current
  • Delivered exceptional remote assistance using screen-sharing tools for faster troubleshooting resolution times.
  • Developed and implemented comprehensive training programs to increase staff knowledge and skillsets.
  • Spearheaded the creation of a centralized knowledge base, improving access to information for both staff and clients alike.
  • Reduced average call resolution time by implementing targeted process improvements and training initiatives.
  • Conducted regular performance reviews, setting goals, and providing constructive feedback to drive continuous improvement.
  • Mentored junior team members, fostering professional growth and enhanced problem-solving abilities.
  • Served as a subject matter expert for the support team, providing guidance on escalated cases.

Food Server

Kumi Japanese Restaurant And Bar
03.2015 - 03.2020
  • Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
  • Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
  • Efficiently balanced multiple tasks, prioritizing responsibilities for optimal performance during busy shifts.
  • Enhanced customer satisfaction by providing efficient and friendly food service.
  • Addressed dietary restrictions or allergies with care, communicating clearly with kitchen staff to avoid errors in meal preparation.
  • Participated in training and development to stay updated with company policies and procedures and improve customer service skills.

General Manager

Kona Grill
03.2008 - 01.2015
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Developed and implemented strategies to increase sales and profitability.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
  • Implemented operational strategies and effectively built customer and employee loyalty.

Education

High School Diploma - General Studies

Burbank High School
Burbank, CA

Skills

  • Escalation handling
  • Customer support
  • Training and mentoring
  • Teamwork and collaboration
  • Problem-solving abilities
  • Microsoft windows and office
  • Excellent communication
  • Organizational skills
  • Remote support
  • Multitasking Abilities

Languages

Spanish
Limited Working

Timeline

Senior Support Specialist

Zappos
03.2021 - Current

Food Server

Kumi Japanese Restaurant And Bar
03.2015 - 03.2020

General Manager

Kona Grill
03.2008 - 01.2015

High School Diploma - General Studies

Burbank High School

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Michael Richarte