Daniel Meeks Email & Phone Number

Gilroy, Ca, Us

California, United States

SNAPSHOT: Leadership/Coaching (9 Agents) Training/Mentorship Management-Level Escalations Article & Technical Training Development Customer Retention 100% Survey Scores Integral among company’s impact to support technical requests for customer base. Performed analysis and troubleshooting to resolve errors and log details for future support. Ultimately aimed to ensure customers understood their product—from install to utilization—and satisfied their issues at the outcome of resolution.Major Contributions & Select Achievements: Recognized as an overall problem-solver of customer issues. Dove deep into end-user subject matter, which was critical for finding ultimate resolution. Successful in demonstrating satisfaction and customer retention.• Utilized the “green glove” method of holding the hand to educate customers about their products and services.• Earned “go to guy” status for big issues. Handled problematic situations well, playing fair for both sides. Portrayed as the perfect middle man, while protecting the company’s best interests.• Characterized as a subject matter expert. Turned complicated tech speak into simple terms, while influential in converting normal speak into tech talk…so software engineers could better understand the problem. [An unusual but important trait.]• Retained million-dollar customers. Assigned as a personal agent and handled rare and special accounts. Although a role for customer success, assigned as their level 2 support agent. The key to success was to handle respectfully and honor their objectives.• Corralled team as “the heart” of engagement. Influenced diversity and inclusion to maintain flow, allowing each to feel at ease and influential in their performance. Ultimately became a valued resource for other departments: accounting, shipping, sales, and customer success.• Developed technical training documents and articles (with assistance from knowledge department) that were utilized company-wide.

Sunnyvale, California

 Supported Fujitsu's line of scanners over the phone. Guided among steps for setup and troubleshooted issues.  Create service cases with ServiceNow and maintained positive customer feedback surveys.  Assisted team of agents with customer support questions and troubleshooting deployment.

San Mateo, Ca

 Guided and assisted level 1 agents with any questions or approvals they may require.  Handled any escalations, being the first and last contact with our clients, while maintaining a strong relationship with them.  Handled hardware situations and replacement protocol.  Checked if hardware was repairable or need to be sent back to vendor.  Provided support via e-mail and discussions with clients.  Provided instructions for level 1 agents and clients on the basic use and understanding of the system when it comes to reports, data management, control input, and feature requests.

Houston, Texas

 Provided over-the-phone support for over five different internet service providers.  Helped with current internet connections and its hardware.  Provided IT support for software assistance.  Removed any infections or malware on clients computers.  Demonstrated white glove world-class customer service.

United States

 Migrated company operating system from Windows XP to Windows 7.  This was a temporary role to transition over 700 computers to the new operating system.

Houston, Texas

 Guided and troubleshooted with webpages, VPNs, shared account servers, and Wordpress SQL databases. - This would include correcting issues with sites which may have caused shutdown from bandwidth issues to user error.  Instructed on how to build and maintain virtual private networks (VPN) and Wordpress databases.

Houston, Texas

 Performed system diagnostics for new computer arrivals.  Troubleshooted the issue while building a relationship with the customer to find the best solution at hand. - If cost of repair was bountiful, would guide on select purchase choices for the customer.  Verified warranty claims with leading technology companies in the industry.