Customer Support Executive Resume
Contact information
Brian S. Depinto
14 Street
El Paso
Texas
Career objective
Looking for a challenging position of the Customer Support Executive Resume the reputed University with a view to use my wide experience for the benefit of the organization.
SENIOR MANAGER, CUSTOMER SUPPORT / SALES
Dynamic, results-driven professional with a proven record of success in both business operations and commercial development. Specialise in conceptualising and implementing service-based operating strategies that enhance internal and external customer experience. Multi-lingual support specialist with documented successes growing businesses internationally and launching new markets, providing expertise in process development, key partner management, and delivery on aggressive P&L goals. Inspirational leader who builds and manages talented, multi-functional teams focused on the continuous delivery of world-class service.
Areas of expertise
Operational Support & Management ( Customer Service / Technical Support ( Developing Relationships
Account Management ( Business & Market Launch ( Project Management ( Requirements Gatherings
International Business Development ( P&L Management ( Vendor Management ( Cost Reduction
Team Leadership ( Employee & Customer Training ( Cross-Functional Teams ( Analytical Thinking • Airlines, suppliers and IATA/BSP
PROFESSIONAL EXPERIENCE
TRAVELPORT ( Langley, Berkshire, UK ( 2008-2010
Customer Support Manager UK & Ireland / Head of Customer Support Europe
Provided customer care expertise to ensure the delivery of world-class technical support and consistently achieve superior customer satisfaction ratings. Supervised 21 direct reports and ensured daily operations complied withcustomer support service level agreement (SLA). Ensured quick yet accurate issue prioritisation, escalation, and resolution. Developed and carefully managed $900,000 organisational and departmental budgets to allow all projects proper funding without any overages.
Coordinated all aspects of outsourcing help desk support for the Eastern European Region, ensuring a smooth transition that standardized processes and reduced total cost of ownership.
Managed the implementation of large, strategic new customers, ensuring successful, on-time completion and highcustomer satisfaction that led to additional projects.
Managed the implementation of a global initiative designed to reduce support costs while generating marginal revenue by providing support tools that allowed customer self-service.
Slashed 20% from the total cost of training delivery by increasing virtual class usage more than 100% and adopting a blended approach to training that allowed reductions in delivery times.
WORLDSPAN ( Atlanta, Georgia, U.S.A. ( 2000-2008
Operations Manager for Latin America & the Caribbean
Entrusted to fill simultaneous positions managing commercial relationship with a strategic international partner while supervising customer service centers for external customers in Latin America and Japan. Worked closely with external business partners and clients, providing productivity and operational support to help achieve $2.42 million in annual revenue. Directed customer service center supporting strategic and elite customers in 5 countries, global distributors, and vendors, focusing on meeting and exceeding service levels. Held full authority for developing and managing organisational and department budgets, closely monitoring all expenses to prevent overages.
Completely re-organized the department for more efficient workflow patterns, higher productivity standards, and processes in-line with global directives, increasing efficiency while lowering potential security threats and other liabilities.
Led implementation of a call-tracking tool that provided information on the types of customer calls, allowing other operational areas to proactively educate customers and increase their efficiency while reducing support costs.
Coordinated launch of manual tools that allowed managers to quantify key metrics such as number of calls handled by a particular agent, providing a better understanding of total cost of ownership.
Saved $200,000 USD by leading a program to migrate and upgrade Peruvian customer communications infrastructure to a more cost-effective solution.
Significantly decreased time-to-market and reduced customer impact by implementing systems that provided key information for internal QA and fulfillment departments to ensure customers were supplied with regular product information and updates.
SABRE VENEZUELA ( Caracas, Venezuela ( 1997-2000
Account Executive Traditional & Emerging E-Commerce Customers (2000)
Individual contributor position overseeing business development, contract management, and customer support for 70 accounts within assigned region. Held full authority for all aspects of account management, including large projects and system implementation for strategic clients. Maintained constant contact with all accounts to develop multiple points of contact, identify additional opportunities, resolve problems, and ensure customer satisfaction.
Implemented customer-specific tools, training processes, and procedures to increase their productivity and efficiency.
Help Desk Supervisor (1997-2000)
Quickly promoted from Hardware/Software Help Desk Specialist to manage customer service, support, and training for 650+ customers, constantly initiating internal plans and tools to improve metrics. Ensured fulfillment of all SLAs at the Venezuelan Help Desk. Evaluated employee performance, identified training/development needs, and oversaw tactical implementation of improvement plans. Key contributor in maintaining relationships with customers in various industries, including airlines and IATA/BSP.
Developed and implemented new tools and procedures that increased efficiency.
Project managed Y2K transition for more than 650 internal and external customers, achieving zero issues at rollover and no customer disruptions.
EDUCATION
Bachelor of Business Administration in Administrative Services
Universidad Jose Vargas ( Caracas, Venezuela
PROFESSIONAL DEVELOPMENT
The Georgia Tech Mid Management Program
Harvard Business School’s Negotiations for Senior Executives Seminar
Customer-Centric Selling Operational Overview ~ Leadership Training
The J. Mack Robinson College of Business / Worldspan Mini MBA ~ Media Training
Help Desk Performance Improvement and Quality Workshop ~ Telecommunications Fundamentals
* * Fully Proficient in Spoken and Written English and Spanish; Fluent in Spoken Portuguese * *
References
Brian S. Depinto
Manager
Wap Company.
Brian_Depinto@gmail.com
