Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Francis Russo

Simi Valley

Summary

Experienced customer service specialist with a strong background in IT, technical support, and sales. Skilled in troubleshooting, providing exceptional customer service, collaborating with team members, and maintaining a positive attitude. Known for quick learning, friendliness, and dedication to delivering high-quality work with a smile.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Customer Service Specialist II

Best Buy
01.2021 - 01.2025
  • Collaborated in weekly team meetings to discuss challenges, share best practices, and implement strategies for improving overall customer experience help the team meet our goal of 80% positive feedback
  • Assisted in the development of training materials for new hires to ensure consistent delivery of quality service across the organization
  • Collaborated with other departments such as Sales or Technical Support when necessary to resolve complex issues
  • Developed expertise in company products and services to effectively address customer needs and provide accurate information resulting in my being a monthly to performers
  • Assisted customers with product selection, order placement, and tracking shipments, resulting in increased sales and repeat business
  • Provided exceptional customer service to a high volume of 60+ calls with a AHT of 12 mins 3 mins below the company goals consistently exceeding departmental performance metrics

Geek Squad Consultation Agent

Best Buy
12.2018 - 01.2021
  • Diagnosed and resolved computer hardware and software issues for clients ranging from simple password resets to Windows reinstalls or hardware reinstalls
  • Encouraged the use of Geek Squad warranty and services
  • Assessed client requirements thoroughly to create customized action plans aligned with their goals and objectives.
  • Trained new hires as they were brought on who exceed by goals by 10% after learning under me
  • Listened carefully to customers and explained complex insurance information simply and concisely.
  • Collaborated with team members to provide comprehensive tech support solutions

Easy Tech Associate

Staples
10.2016 - 01.2019
  • Providing tech support to customers for various products including computers, tablets, printers, software, and tech services
  • Performing computer repair and setup services for customers both on-site and remotely
  • Merchandising and stocking products in the store
  • Overseeing large and important print and marketing orders for major clients
  • Advising customers on business machines and services offered by the company
  • Demonstrating an upbeat and outgoing personality while assisting customers

Education

High School - Graphic design

Santa Susana High School
Simi Valley, CA
05.2014

Skills

  • Client support
  • Effective time management
  • Proficient in oral presentations
  • Experienced with various computer programs
  • Effective leadership
  • Proficient in English
  • Skilled in Microsoft Word formatting and editing
  • Detailed assessment of documents
  • Advanced Excel skills
  • Software diagnostics expertise
  • OS configuration expertise
  • Windows operating system proficiency
  • Virtual private network management
  • Technical support expertise
  • Sales expertise
  • Proficient in Apple Keynote
  • Customer service expertise
  • Clear written communication
  • Relationship management
  • Telecommunications proficiency
  • Professional phone communication
  • Effective complaint resolution
  • Issue management
  • Cost estimation

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide. getting a free giftcard for being a top performer


Certification

  • MCAS - Microsoft Certified Application Specialist
  • ACE - Adobe Certified Expert, Photoshop
  • Certified Apple Repair Technician
  • Certified Phone Technician

Languages

English
Native or Bilingual

Timeline

Customer Service Specialist II

Best Buy
01.2021 - 01.2025

Geek Squad Consultation Agent

Best Buy
12.2018 - 01.2021

Easy Tech Associate

Staples
10.2016 - 01.2019

High School - Graphic design

Santa Susana High School

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Francis Russo