Figma
Shaquil Alonso
Customer Support
Stamford,CT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Account Service Specialist I
Datto
07.2023 - Current
- Subject matter expert in Zuora & Netsuite with experience managing billing processes to ensure timely processing of sales orders for month-end closings, as well as closing the books and invoicing resellers at the end of each month.
- Assisted with internal and external account reconciliations by addressing billing discrepancies and handling credits, refunds, cancellations, and other billing adjustments as needed.
- Investigated disputed or delinquent account balances and initiated corrective actions for errors such as misapplied payments, freight issues, and price discrepancies.
- Researched and responded to customer billing and account inquiries, professionally managing incoming service calls and tickets via Zendesk and Five9 to ensure customer needs were met.
- Provided continuous support to partners and internal success teams regarding billing inquiries and discrepancies.
Senior Operations Specialist
Point Pickup
10.2020 - 10.2022
- Enhanced regional operational performance and reduced labor costs by developing and optimizing standard practices using Microsoft Teams, resulting in streamlined workflows and increased efficiency.
- Conducted root cause analyses in underperforming areas to escalate and resolve core issues effectively, driving overall operational improvements.
- Managed over 100 driver interactions daily through phone, email, and chat/text via RingCentral, leading to a 15% increase in on-time delivery rates.
- Maintained high levels of driver and customer satisfaction, consistently achieving an 88% satisfaction rate each month.
- Efficiently resolved over 50 support tickets per day by coordinating with relevant departments and field units through Kustomer CRM, ensuring swift resolution of issues and enhancing service quality.
Product Manager Assistant
EnSight Plus
3 2019 - 4 2020
- Proactively updated webpages, email campaigns, and social media content using Hubspot CRM to enhance digital engagement and brand consistency.
- Assisted with workload management by updating checklists, proofreading detailed documents, and scheduling appointments and meetings, ensuring smooth operations and efficient communication.
- Developed targeted marketing strategies for specific products through social media campaigns and paid advertisements on platforms such as Instagram, Twitter, and Facebook, driving brand awareness and customer acquisition.
- Collaborated within a product pod environment alongside product developers, design teams, software engineers, and QA testers, fostering a cross-functional approach to product development.
- Enhanced website visibility by implementing effective SEO strategies through Hubspot CRM, resulting in increased organic traffic and improved search engine rankings.
IT Support Specialist
EnSight Plus
3 2018 - 3 2019
- Configured and deployed new computers and mobile devices in accordance with internal policies, ensuring standardized software installations and adherence to security protocols.
- Collaborated closely with a four-member software development team to identify and report errors and bugs in newly released software, and assisted in the deployment of release fixes to enhance product stability and performance.
- Evaluated and responded promptly to incoming sales leads and technical support requests, contributing to a 10% increase in sales through effective customer engagement and problem resolution.
- Managed help desk operations by creating, troubleshooting, and resolving desktop issues via Zendesk, providing timely and effective support to maintain high customer satisfaction.
- Addressed customer inquiries and provided comprehensive information about new software and hardware, facilitating smooth transitions and fostering a positive customer experience.
Tech Specialist
Apple Store
11.2015 - 03.2018
- Supported various functions within the Apple Store, adeptly handling multiple tasks in a fast-paced and dynamic environment. Actively kept peers informed about the latest Apple products and Mac software updates, ensuring the team was well-equipped with current knowledge to assist customers effectively.
- Developed internal best practices, resources, and training materials to enhance the performance of the Apple Genius Bar staff as part of a corporate performance improvement initiative. This contributed to a more efficient and customer-focused service experience.
- Engaged with business customers to introduce Apple-branded devices and promoted essential products tailored to enhance their business operations, driving sales and strengthening customer relationships.
- Expertly installed, configured, upgraded, and troubleshot Apple hardware and operating systems, collaborating with the Warranty Depot and Matrix teams as needed to resolve complex issues and maintain optimal device performance.
Education
Bachelor of Science - Information Technology
University of Phoenix
Tempe, AZ 01.2023 - Current
Associate of Science - Computer Science
Housatonic Community College
Bridgeport, CT 08.2013 - 05.2016
Some College (No Degree) -
University of Bridgeport
Bridgeport, CT 09.2011 - 08.2012
High School Diploma -
Bassick High School
Bridgeport, CT 05.2011 - 05.2011
Skills
Data Entry
Problem-Solving
Technical Support
Customer service expert
Software
Hubspot CRM
Wordpress
Adobe Suite: XD, ID
Microsoft Office
Kustomer CRM
RingCentral
Timeline
Account Service Specialist I
Datto
07.2023 - Current
Bachelor of Science - Information Technology
University of Phoenix
01.2023 - Current
Senior Operations Specialist
Point Pickup
10.2020 - 10.2022
Tech Specialist
Apple Store
11.2015 - 03.2018
Associate of Science - Computer Science
Housatonic Community College
08.2013 - 05.2016
Some College (No Degree) -
University of Bridgeport
09.2011 - 08.2012
High School Diploma -
Bassick High School
05.2011 - 05.2011
Product Manager Assistant
EnSight Plus
3 2019 - 4 2020
IT Support Specialist
EnSight Plus
3 2018 - 3 2019
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