PAUL DARIO
Calgary,Canada
Summary
Experienced customer care representative with a proven ability to consistently meet company objectives. Thrives in high-pressure environments, maintaining composure and focus while completing tasks efficiently. Adapts seamlessly to changing situations, ensuring seamless customer service delivery. Dedicated to creating and upholding a positive company image and delivering exceptional services.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Online Reputation
Right Time Group of Companies
05.2022 - Current
- Consistent monitoring and of the reputation of the company's twenty-seven branches across various platforms, including Facebook, Homestars, Instagram, and Rep Pro, is essential.
- Handling inquiries, comments, and posts from customers
- When review opportunities arise and the reviewer is unidentified, I conduct investigations to identify them so that the information can be forwarded to branch management for resolution. I can identify anonymous reviewers with an accuracy rate of 75% of the time.
- Review the Meta ads that have been published and inform the marketing team to address any identified errors.
- Coordinate monthly performance reviews and suggestions
- Constantly checking Rep Pro for customer feedback and responding to any and all issues
- Get more opportunities and raise the company's Star Score by requesting reviews through the HomeStars for Pros app.
- Tracking complaints to ensure that concerns are addressed and action is taken
- In order to get more leads, I constantly monitor and respond quickly to meta inquiries.
- Leveraged analytics to measure the effectiveness of reputation management tactics, continuously refining approaches for optimal results.
- Implemented monitoring tools to track online sentiment, allowing for prompt identification of emerging issues or opportunities.
CRM (Customer Relationship Management)
Right Time Group of Companies
01.2022 - Current
- Developing and maintaining profitable customer connections
- Handling customer relationship
- Quickly and effectively resolving customer problems
- Keeping clients informed about new products to boost sales
- Set reminders and tasks for following up with contacts
- Enhanced customer engagement by implementing CRM strategies.
- Coordinated CRM system updates for improved efficiency.
- Optimized customer interactions with CRM tools.
- Assisted customers with opening accounts and signing up for new services.
Dispatcher/Sales Lead Coordinator
Right Time Group of Companies
11.2021 - Current
- The main duty involves providing customer service. Engages with clients to assess their requirements. Coordinates and informs service technicians regarding work order assignments through the utilization of GPS tracking and dispatching software. The service technicians conduct a check-in call and communicate the details of the next job for the workers to address.
- Acts as the initial point of contact for new business opportunities and ensures that leads are assigned to home comfort advisors. The coordinator is also responsible for qualifying potential customers, scheduling appointments with sales representatives, and coordinating communication between the sales team and prospective clients.
- Review and build the sold estimate, ensuring that the information provided by the HCAs aligns with the approved sale, including cost, installation date, and other installation requirements.
Technical Support/Home Advisor
Concentrix
07.2021 - 07.2022
- Provided Tier2 IT support to non-technical internal users through desk side support services
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Translated complex technical issues into digestible language for non-technical users
- Defined and documented technical support best practices for mobile technologies
- Conducted in-depth product and issue resolution research to address customer concerns
- Installed up to date security applications and devices and suggested additional security measures
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support users
- Provided support for networking protocols and characteristics
- Submitted service tickets for equipment maintenance requests
- Collaborated with colleagues in both domestic and international support facilities
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Managed high levels of call flow and responded to technical support needs
Team Lead Inventory Support/Warehouse
FedEx Supply Chain
04.2014 - 08.2021
- Process returns and damages
- Maintain accurate data on system for all products and warehouse locations
- Perform inventory counts
- Review and execute product slotting
- Identify problem areas and resolve root cause
- Up slot / Down slot weekly
- Product location assignment and product updates (Receiving Support)
- Report and log inventory variances for investigation
- Resolve any anomalies on outbound orders
- Consistently monitor system and physical product inventory
- Reconcile stock counts and to analyze and stock problems such as discrepancies
- Take corrective actions on all discrepancies shown on various reports
- Monitor Product Movements
- Adjust inventory accordingly as required
- Calculate product cost prior adjustments
- Train and evaluate new team members, ensuring smooth transition on their new role
- Perform/complete special and critical projects required by clients/customers
- Led projects and analyzed data to identify opportunities for improvement
- Used coordination and planning skills to achieve results according to schedule
- Drove operational improvements which resulted in savings and improved profit margins
Education
Bachelor of Science - Hospitality and Tourism Operations Management
SSC Recoletos- University
ManilaE-Commerce Professional Diploma - E-commerce Professional
Robertson College
Calgary, AB01.2022
Skills
- Show a commitment to hard work
- Reputation management
- Social media coordination
- Task prioritization
- Customer engagement
Certification
- Technical Support Fundamentals-Google/Coursera Achieved Jan03,2022
- Course Coverage:
- Understand how the binary system works
- Assemble a computer from scratch
- Choose and install an operating system on a computer
- Understand what the Internet is, how it works, and the impact it has in the modern world
- Learn how applications are created and how they work under the hood of a computer
- Utilize common problem-solving methodologies and soft skills in an Information Technology setting
- Certificate: https://coursera.org/share/c99c6e463d918276dce959d2e762d976
- The Bits and Bytes of Computer Networking-Google/Coursera Achieved Jan18,2022
- Describe computer networks in terms of a five-layer model
- Understand all the standard protocols involved with TCP/IP communications
- Grasp powerful network troubleshooting tools and techniques
- Learn network services like DNS and DHCP that help make computer networks run
- Understand cloud computing, everything as a service, and cloud storage.
- ChatGPT Coursiv 2024 Nov
- Master MidJourney 2024 Dec
- Create and Design Digital Products using Canva 2024 Nov
- Advertising with Meta 2024 Sep
- Introduction to Microsoft Excel 2024 Aug
- Search Engine Optimization (SEO) with Squarespace 2024 Jan
Languages
English
Full Professional
Timeline
Online Reputation
Right Time Group of Companies
05.2022 - Current
CRM (Customer Relationship Management)
Right Time Group of Companies
01.2022 - Current
Dispatcher/Sales Lead Coordinator
Right Time Group of Companies
11.2021 - Current
Technical Support/Home Advisor
Concentrix
07.2021 - 07.2022
Team Lead Inventory Support/Warehouse
FedEx Supply Chain
04.2014 - 08.2021
Bachelor of Science - Hospitality and Tourism Operations Management
SSC Recoletos- University
E-Commerce Professional Diploma - E-commerce Professional
Robertson College
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