Dario G.
Senior Customer Support and Operations Specialist
Open to offersNew to PlatformAbout
Dario G. is a seasoned professional in Customer Support, Technical Support, and Operations, with more than 10 years of extensive experience in the BPO industry. He has demonstrated success in various roles, including leading teams to meet targets, enhancing workflow efficiency, and achieving high customer satisfaction. As a General Virtual Assistant and Dispatcher, Dario managed technician scheduling and dispatch operations, excelling in communication and reducing appointment delays in a remote setting. At Full Potential Solutions, he excelled as a Technical Service Specialist, resolving hardware and connectivity issues, and proactively increasing first-contact resolution. Previously, at VXI Global Holdings, he effectively led a team of 20 agents in a billing and sales account, focusing on KPI management and improving team performance through coaching. Dario's hands-on experience also includes comprehensive roles as a Subject Matter Expert and Customer Account Associate, honing his skills in CRM Systems, scheduling coordination, and process improvement. With a Bachelor of Science in Computer Science from STI College, he brings strong technical troubleshooting and multitasking abilities to any employer.
Experience
General Virtual Assistant / Dispatcher
Independent Contractor · 2024 — 2025Oversaw technician scheduling and dispatch for copier repair requests, ensuring prompt appointment completion. Engaged with customers via phone, email, and chat, enhancing communication efficiency and appointment confirmations. Kept meticulous records of service updates and follow-ups to minimize missed appointments. Organized daily operations by prioritizing urgent service tickets and managing multiple schedules. Adapted swiftly to new tools and maintained productivity within a remote work setting.Technical Service Specialist
Full Potential Solutions · 2024 — 2024Addressed hardware, software, and connectivity issues through multi-channel support, including phone, chat, and email. Guided users with step-by-step troubleshooting methods, effectively boosting first-contact resolution rates. Managed advanced concerns through escalation while ensuring a positive customer experience. Stayed informed on product updates and technical documentation to enhance support precision.Team Leader
VXI Global Holdings · 2022 — 2024Directed a team of 20 agents in a billing and sales account, aiming to achieve daily, weekly, and monthly KPI targets. Provided coaching on sales methods, productivity, and customer interactions, leading to improved team outcomes. Evaluated attendance, quality, and performance to uphold operational standards. Partnered with management to implement action plans addressing underperforming metrics.Subject Matter Expert (SME)
VXI Global Holdings · 2021 — 2022Acted as the main escalation point for both agents and customers, enhancing the speed of issue resolution. Developed and updated knowledge base articles, process guides, and training resources. Supported supervisors with real-time coaching, call management, and floor assistance. Contributed to the onboarding and development of new hires by providing process guidance and mentorship.Customer Account Associate
VXI Global Holdings · 2018 — 2021Provided exceptional customer service for billing and sales inquiries. Managed order processing, account updates, and complaint resolution while maintaining professionalism. Balanced customer satisfaction with opportunities for revenue generation.Technical Support Representative
Teleperformance · 2017 — 2018Identified and resolved technical issues through phone, chat, and remote tools. Accurately logged customer interactions in CRM and ticketing systems. Participated in updating the knowledge base and support documentation.Customer Account Associate
Sutherland · 2015 — 2017Handled inbound billing and sales inquiries while ensuring customer satisfaction. Recognized upselling opportunities and accurately processed service orders.
Skills & Expertise
Education
- Bachelor of Science in Computer ScienceSTI College