Alberto Duran

ABC Companies

San Jose

11.2014 - 01.2025

Started in the company, handling morning roll-outs for Van Hool coaches. I made sure all coaches were ready for rollout at the South San Francisco location.
Overseeing the entire customer support function related to their products, including managing a team of support specialists, resolving complex customer issues, identifying trends in support requests, and working closely with product development teams to improve product usability and address customer feedback, ultimately ensuring a high level of customer satisfaction and product adoption.
Manage customer support channels (phone, email, chat) to ensure timely and accurate responses to customer inquiries.
Monitor customer satisfaction levels and identify areas for improvement.
Escalate complex issues to appropriate internal teams for resolution.
Analyze customer feedback and identify recurring issues or trends in product usage.
Investigate technical problems, identify root causes, and develop solutions.
Collaborate with product development teams to prioritize bug fixes and feature enhancements based on customer feedback.
Excellent customer service skills and ability to effectively communicate with customers at all levels.
Proven experience managing a customer support team.
Ability to troubleshoot complex technical issues and identify root causes.
Strong analytical skills to interpret data and identify trends.
Excellent written and verbal communication skills.
Proficiency in CRM and ticketing system