Carlo Rizzo Email & Phone Number

Campbell, CA

San Francisco Bay Area

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• Worked in a fast-paced environment; providing complex Android product tech support/IT troubleshooting resolutions for end users.
• Answered an average of 50 emails and 30 phone calls per day, logging notes on each customer’s issue while maintaining a high customer satisfaction score of >95% average
• Assisting customers systematically through technical problems and provide information of features and benefits of new products.
• Worked together as a team with fellow agents to solve difficult customer issues with quality and accuracy, ensuring a high-quality customer experience
• Communicated with the engineering team to increase the functionality of our internal tools, escalated emerging bugs and technical issues to the operations team for resolution.

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• Provided in-store technical support to customers for Android and iOS smartphones.
• Develops new prospects and interacts with existing customers to increase sales cellular equipment and services
• Consistently achieved or exceeded the monthly target numbers.

Santa Clara, CA

• Responsible for assessing the nature and urgency of incoming contacts.
• Consistently provided high quality customer service by utilizing web-based tools and resources, or by guiding the caller to self-service web-based tools, or if needed escalate the call to the right second-level support.
• Create and update Priority 1, 2, 3, and 4 level technical assistance cases.
• Act as liaison between the customer and the engineer group supporting the Technical Assistance Center (TAC).
• Create, update, and re-queue/escalations for TAC service requests. Query RMA/Logistics on existing service request.

Sunnyvale, CA

• Develops new prospects and interacts with existing customers to increase sales of cellular equipment and services
• Consistently achieved or exceeded the monthly target numbers
• Trained and managed a staff of three sales people; collaboratively motivated team to consistently achieve store revenue goals.

San Carlos, CA

• Responsible for assisting customers via telephone with application & software-related issues.
• Aided customers in software/hardware installation and downloading problems.
• Tracked and responded to electronic mail queries in excess of 100 per day.
• Logged customer phone/email queries in Remedy Database for tracking purposes and complete customer resolution.
• Executed general black box error checking of software; all internal and external software comprehensively sifted for "bugs" or other software anomalies.
• Reviewed pages for content problems, graphics problems, usability and link verification and validated user input from Web pages.