Nicholas Ganier
Huntington Beach,CA
Summary
Dynamic Senior Customer Service Technician with over 23 years at Xerox Corporation, excelling in hardware and software troubleshooting. Legendary for delivering exceptional customer service and achieving high customer satisfaction rates. Proven ability to prioritize urgent service calls and foster strong client relationships, enhancing retention and loyalty through effective communication and problem-solving skills.
Overview
37
37
years of professional experience
Work History
Senior Customer Service Technician
Xerox Corporation
08.1988 - Current
- 23+ years of experience with Igen, Irridesse, and Versant service and installation in production environments.
- Diagnoses and resolves customer issues with Xerox products on site and telephonically, demonstrating expert technical proficiency and effective communication skills while ensuring high customer satisfaction rates.
- Escalates unresolved mechanical issues to engineers and managers in a timely manner.
- Performs hardware and software troubleshooting and upgrades, enhancing service efficiency.
- Conducts routine maintenance checks and performs scheduled services on equipment, to achieve optimal performance and reliability.
- Assists customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Delivers superior customer service through clear communication, demonstrating empathy during challenging situations, addressing customer concerns, and resolving problems swiftly.
- Consistently meets or exceeds established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Gathers customer feedback to identify areas of satisfaction and opportunities for improvement in service delivery processes.
- Follows up with customers regarding resolved issues, maintaining high standards of customer service.
- Documents service requests and resolutions in machine logs and company call handling program, maintaining accurate records.
- Utilizes exceptional problem-solving skills to identify the root cause of problems, quickly and efficiently finding solutions.
- Develops strong relationships with clients, leading to increased loyalty and retention rates.
- Collaborates with team members to improve overall customer service experience.
- Exhibits high energy and professionalism when dealing with customers, peers, and superiors.
- Keeps abreast of current products, service changes, and trends.
- Liaises with sales and management teams to develop solutions and accomplish shared objectives.
- Prioritizes calls for service based on urgency of the issue, machine operability, and customer’s needs.
- Maintains company provided vehicle with scheduled maintenance and prompt repairs when needed.
- Manages and accounts for issued parts inventory at worksites and on hand.
Education
Business Administration
El Camino College
Torrance, CASkills
- Professionalism, customer service excellence, service quality, needs assessment, solutions, prioritization, and retention
- Time management, multitasking abilities, reliability, attention to detail, organizational skills, adaptability, and flexibility, self motivation, decision-making, and problem, resolution,
- Service calls, product knowledge, hardware & software troubleshooting, diagnosis and resolution, equipment installation
- Effective communication, active listening, problem-solving skills and abilities, calm and professional under pressure
- Documentation, reporting, and recordkeeping,
- Inventory management
- Teamwork collaboration, skills, and abilities, interpersonal communication, and relationships,
Timeline
Senior Customer Service Technician
Xerox Corporation
08.1988 - Current
Business Administration
El Camino College
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