Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Christian Tropiano

Toronto,ON

Summary

An adaptable professional eager to develop and expand my skillset within a tight-knit team. Thrives in detail-oriented work. Demonstrated history of creative problem-solving and effective oral, written, and visual communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Support Specialist II

CLEAResult
04.2023 - Current
  • Implemented deescalation techniques to resolve customer issues and prevent further escalation.
  • Conceptualized and implemented tools and resources to streamline both internal and customer-facing processes.
  • Collaborated with team members to create copy for mass email marketing initiatives and strategize their delivery to achieve CLEAResult and client targets.
  • Administered daily robocall campaigns (via SimplyCast) to engage new customer leads based on clients' datasets.
  • Coordinated dozens of field staff across several subcontracted companies to schedule appointments while adhering to specific stipulations.
  • Managed customer participation end-to-end, which included screening to determine eligibility, managing expectations, scheduling in-home assessments, and anticipating questions and concerns.
  • Liaised between customers, internal teams, subcontractors, and external business partners to deliver an outstanding customer experience.

Customer Experience Leader (CEL)

Indigo Books & Music Inc.
08.2020 - 04.2023
  • Acted as point of contact for resolving customer escalations when serving as manager-on-duty.
  • Managed team of sales associates by providing coaching & feedback, facilitating quarterly check-ins, and delegating tasks.
  • Hired several seasonal sales associates after conducting auditions and assisted General Manager in interviewing candidates for seasonal Customer Experience Leaders.

Online Customer Service Representative

Indigo Books & Music Inc.
08.2020 - 04.2023
  • Issued replacement orders, refunds, and other forms of compensation for orders that were lost in transit, delayed, delivered with missing items, or otherwise unsatisfactory.
  • Assisted supervisors by volunteering to perform additional tasks, such as organizing account and order details for corporate clients and creating vendor identification numbers for hundreds of SKUs for digital onboarding project.

Customer Service Escalations Specialist (Contract)

Indigo Books & Music Inc.
09.2022 - 02.2023
  • Utilized email, telephone, and social media platforms to deliver outstanding customer service, which often involved urgent and sensitive inquiries.
  • Collaborated with various internal teams to resolve customer concerns.
  • Responded to high volume of incoming emails utilizing listening and communication skills to identify customer problems, needs and opportunities. Delivered at least 25 email responses and solutions per day.
  • Resolved customers' issues related to loyalty accounts, order problems, technical errors, billing discrepancies, product safety, legal concerns, and more to foster and maintain positive customer relationships.
  • Communicated known issues to thousands of customers by contributing copy to bulk email deployments.

Information Technology Analyst

Zenith System Solutions
11.2017 - 05.2018
  • Performed live handset testing in laboratory setting.
  • Compiled quality assurance reports and presented findings to management
  • Produced, edited, and presented product videos on topics such as artificial intelligence and big data for prospective clients.
  • Contributed to redesign of Zenith’s website by generating written content and liaising between internal team, graphic designers, and web developers.

Assistant Production Coordinator

Death & Faxes Productions Inc.
06.2016 - 09.2016
  • Created and maintained schedules and provided internal support for production team.
  • Conducted outreach for sponsorship partners, locations, accommodations, insurance, filming equipment, and vehicles.
  • Organized production team’s documents and digital assets.

Education

Bachelor of Arts - Media, Information And Technoculture

University of Western Ontario
London, ON
05.2017

Skills

  • Versatile and resilient with high degree of technological aptitude
  • Productive independent and collaborative worker
  • Analytical and creative problem-solver
  • Effective communicator
  • Customer-first and results-oriented
  • Calm, professional, and focused under pressure
  • Innovative thinker
  • Passionate advocate for diversity, equity, and inclusion

Certification

  • Certified ScrumMaster®, SCRUM ALLIANCE® - September 2022

Accomplishments

  • Wrote, recorded, and produced a five-song extended play (EP) of original songs, and promoted it through live performances and strategic digital marketing (November 2020).
  • Composed two pieces of instrumental music for "Steadfast", a documentary that celebrates the cultural and political achievements of Hon. Jean Augustine, and premiered at Toronto's Scotiabank Theatre. (April 2022).

Timeline

Support Specialist II

CLEAResult
04.2023 - Current

Customer Service Escalations Specialist (Contract)

Indigo Books & Music Inc.
09.2022 - 02.2023

Customer Experience Leader (CEL)

Indigo Books & Music Inc.
08.2020 - 04.2023

Online Customer Service Representative

Indigo Books & Music Inc.
08.2020 - 04.2023

Information Technology Analyst

Zenith System Solutions
11.2017 - 05.2018

Assistant Production Coordinator

Death & Faxes Productions Inc.
06.2016 - 09.2016

Bachelor of Arts - Media, Information And Technoculture

University of Western Ontario

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Christian Tropiano