MICHAEL VILLANUEVA
CrossFit TakeBack
Middletown,NY
1
Language
1
Certification
12
years of professional experience
Results-driven sales and technical support professional with 12 years of experience in delivering exceptional customer service and technical assistance. Skilled in diagnosing issues, guiding users through solutions, and resolving concerns in fast-paced environments. Co-owner of a small business, showcasing strong leadership and problem-solving abilities. Seeking IT Help Desk, Service Desk, or Customer Technical Support role to leverage expertise and drive continuous improvement.
Work History
Co-Owner / Operator & Coach
7 Years 3 Months- Co-owned and operated 120-member small business, enhancing customer experience, streamlining operations, and resolving day-to-day issues.
- Coach approximately 5-7 classes per week, requiring strong communication, organization, leadership, adaptability, and real-time problem solving.
- Managed member inquiries, onboarding, and account-related concerns to ensure seamless customer support and satisfaction.
- Expanded the 5:30 a.m. class schedule from three to five days per week based on increased participation and customer demand.
- Helped increase monthly revenue from approximately $7,000 to $12,000, representing more than 70% growth.
- Manage member inquiries, onboarding, account-related concerns, scheduling questions, and ongoing customer support.
- Maintain strong member relationships with an emphasis on customer satisfaction, engagement, and retention.
- Communicate detailed instructions clearly to individuals with varying levels of experience, adapting explanations based on individual needs and understanding.
- Collaborated with business partner and coaching staff on operational decisions and process improvements to enhance customer experience and drive business growth.
Solutions Specialist
11 Years 9 Months- Configured and supported smartphones, tablets, and connected devices, including device activation, initial setup, software updates, account configuration, and application support.
- Provided frontline technical support and troubleshooting to customers in-store and over the phone, diagnosing and resolving device, software, application, connectivity, account, and service-related issues.
- Guided customers through technical troubleshooting using clear, step-by-step instructions appropriate for users with varying levels of technical experience.
- Troubleshoot common iOS and Android issues involving settings, applications, connectivity, software, accounts, and device functionality.
- Educated customers on device functionality, security features, applications, cloud-based services, and best practices for using their technology.
- Used active listening and targeted questioning to identify customer concerns and isolate potential causes.
- Maintained extensive working knowledge of evolving mobile technology, smartphones, tablets, operating systems, applications, and Verizon services.
- Balanced technical support with sales and customer experience objectives in high-volume environment to enhance service delivery.
- Achieved top half ranking in district performance metrics, excelling in new phone additions and device protection/insurance.
- Collaborated with team and leadership to resolve complex customer issues, ensuring high-quality customer experience.
Education
Technical Management - Operations Management
Skills
Operational Problem Solving
Customer Engagement Strategies
Fitness Technology Integration
Client Onboarding Process
Service Delivery Improvement
Client Relationship Management
Member Training Programs
Customer Satisfaction Focus
Resource Allocation Strategies
Conflict resolution
Operational Standardization
Active listening
Accomplishments
- Built the 5:30 am program from the ground up. I originally started with 3 members per class to an average of 17 members per class year to date.
- Supervise a team of 9 staff members.
- Oversaw and supported the build-out of two CrossFit facilities, coordinating setup, equipment installation, and operational readiness.
- Consistently ranked among the top 60% of solution specialist in the region.
- Finished 99.3% for Phone Activations attainment in 2025
- Finished with 62.3% in Total Mobile Protection in 2025
- Exceeded monthly/quarterly sales targets in 2024
Certification
- Google Technical Support Fundamentals – Coursera Foundational training in computer hardware, software, operating systems, networking, troubleshooting, and customer technical support.
- CrossFit CrossFit Level 2 Trainer (CF-L2) CrossFit Level 1 Trainer (CF-L1) CrossFit Scaling Certificate
Languages
English
Native or Bilingual
Timeline
Co-Owner / Operator & Coach
CrossFit TakeBack
05.2019 - CurrentRead More
Solutions Specialist
VERIZON WIRELESS
03.2014 - 12.2025Read More
DeVry University
Technical Management from Operations Management
Read More
ADDITIONAL STRENGTHS
- Customer Support: Nearly 12 years of experience working directly with customers, resolving problems, explaining technology, and delivering solutions.
- Technical Aptitude: Hands-on experience troubleshooting consumer technology supplemented by formal IT support education through Google/Coursera.
- Communication: Experienced translating technical or complex information into clear, understandable instructions for non-technical users.
- Leadership: Small-business co-owner with experience in operations, customer retention, revenue growth, coaching, and team collaboration.
CAREER OBJECTIVE
Seeking a Remote IT Help Desk, Tier 1 Help Desk, Service Desk Analyst, Customer Technical Support, or Technical Support Specialist position where extensive customer-facing troubleshooting experience and developing IT expertise can contribute to a technical support team while providing opportunities for continued advancement in information technology.