Dario Santos Email & Phone Number

Fort Lauderdale, Fl, Us

Fort Lauderdale, Florida, United States

Dania, Florida, United States

• Planned and executed installations, configurations, and optimizations for remote-operated vehicles' software, hardware, and networks.• Oversaw deployment, optimizing functionality for remote-operated logisticsvehicles.• Diagnosed and resolved technical issues in vehicle systems (hardware, software,connectivity), minimizing downtime.• Proactively analyzed terminal logs using data-driven insights for efficient issueresolution.• Acted as the primary client contact, providing expert support through clearcommunication via various channels.• Collaborated with cross-functional teams to integrate systems and address complextechnical challenges.• Served as SCRUM Master, showcasing leadership and organizational skills inAgile project management.• Documented technical knowledge in a centralized database, contributing to theorganization's collective expertise.• Proactively monitored technical system and network performance, implementingpreventive measures.

Fort Lauderdale, Florida, United States

• Troubleshoot and communicate issues experienced in the field with hardware and/or product teams. • Managed operations standards on customer sites and provided daily metrics.• Created an “Operations Tracking Dashboard” within Google Sheets which tracked and presented operations data for executives and stakeholders. • Collaborated with cross-functional teams to repair and replace vehicle components or equipment, ensuring the continuous operation of vehicles. • Served as a central communication hub between operators, support engineers and other stakeholders during operations. • Ensured compliance with local regulation and safety standards governing the operation of remote-operated vehicles. • Analyzed data from vehicle operations to identify areas for improvement in safety, efficiency, and overall performance.

Dania, Florida, United States

• Led all operational objectives of the Customer Success Team, fostering multi-levelrelationships and advising executives.• Embraced flexible approaches to enhance, expedite, and iteratively standardize KeyPerformance Indicators (KPIs), analytics, and reporting for Customer Success.• Utilized dynamic practices in designing, developing, and launching customer-facingcommunications, including emails/notifications, digital media, training/instructionalvideos, FAQs, and Troubleshooting and User Guides.• Proficient at sourcing and analyzing CRM data to categorize consumer trends orneeds and utilizing data to develop customer adoption, retention, and renewal.• Achieved a 99% customer satisfaction rating through the implementation of flexiblestrategies that allowed for quick adaptation, improving customer engagement, andreducing churn.• Managed day-to-day logistical and operational functions/interactions for US andInternational fulfillment with 3PL providers. Prioritized adaptability and iterativeimprovements for efficiency and adherence to standards.• Significantly improved support metrics, reducing First Reply Time from 15 hoursto 1.4 hours, Full Resolution Time from 67 hours to 3 hours, Reopened Ticketsfrom 27% to 12% and enhanced overall Net Promoter Score (NPS) by developinginnovative solutions.• Revitalized and streamlined partnerships in both Software as a Service (SaaS) andHardware domains. Managed, expanded, and maintained a portfolio generating $1Min annual revenue through adoption, expansion, and retention strategies.

Hollywood, Fl

• Coordinate with hiring managers, workforce management and other key decision-makers to identify staffing goals and understand the required technical needs of a role. Staffed Exempt and Non-Exempt roles, sourcing both internal and external applicants.• Review and screen applicants to determine their qualifications related to work history, education, training, job skills, and overall fit for the specified role and organization. Utilized popular and niche job boards, cold calls, professional networking, social media, employee referrals, and direct sourcing to identify and contact passive and active candidates.• Conducted 30+ interviews daily, participated in 12 hour hiring events, 50+ hour work weeks, hired 15-30 candidates weekly and consistently reached outlined staffing goals and hiring metrics.• Supervised a team of 3-6 and upheld an accurate ATS (Applicant Tracking System) by maintaining pipeline flow of all candidate pools through the ATS. Most frequently used ATSs were Greenhouse and ADP.• Created, reviewed, edited, and conducted in-depth interviews, comprehension tests and personality assessments to determine candidate’s skill sets, work experience, and viability for the applied position.• Performed full-cycle recruiting including but not limited to sourcing, screening, interviewing, hiring, and onboarding. Responsible for explaining employee benefits, preparing offer letters, background checks and conducted other onboarding processes.• Track cost, speed and productivity for designated metrics and set up formulas to obtain quality and meaningful benchmarks.

3251 Hollywood Blvd, Hollywood, Fl 33021

• Facilitated the training of new hire customer service agents with a team of 8- 10 Trainers. Oversaw and directed seminars, workshops, individual training sessions, and lectures.• Prepare online training materials such as modules, power points, and other presentations. Produced audio and video recordings for training modules.• Reduced training time from 4 to 3 weeks without decreased to agent performance KPIs to help scale growth.• Developed monitoring systems to assess trainee performance, resulting in a more efficient training process.• Successfully trained 40+ new customer service agents every 3 weeks, resulting in a decrease of support tickets by 20%

Dania Beach, Florida

I worked as a Customer Service Representative in one of the most noteworthy companies in South Florida: Chewy.com. The primary focus was interacting with customer over the phone, email or chat platforms, helping them with what ever they needed or just accepting the wonderful news that we're made their day with our service. The job requirements included, but weren't limited to: • Provide a "Customer Comes First" mentality 🐾• Committed to learning and developing myself to better Chewy as a whole!• Developed excellent communication skills (written, verbal, and listening).• Maintain a sense of ownership, be a self-starter, and have a strong attention to detail• Received Inbound Calls and resolved customer discrepancies• Provided an excellent "customer-centric" approach via email• Interacted with customers via inbound calls, live chats, social media and other platforms• Effectively lead a team of representatives and monitored individual and team performance to ensure performance and quality standards are met or exceeded.• Handled department personnel issues including performance reviews, support and progressive disciplinary actions as needed.

Instructor: - Facilitating in water swim instruction- Maintaining focus and attention from all students- Manipulating lesson plan to fit the specific needs of a child- Building rapport and relationships with students and parents. - Having a keen ability to identify weaknesses in technique and assist students in bettering them. - Time management- Helping students achieve a skill level goal. Manager: - Oversee staff during instructional lessons- Public Relations with parents for complaints, concerns, or compliments. - Scheduling, shift covering, and calendar building. - Analyzing the swim program to create more efficiency in the lesson plans. - Opening and Closing procedures of the site.- Time sheet management for staff. - Creating and managing special events at the site.

Toronto, Canada Area

Instructor: - Training teens to become Life Guards; i.e Training in CPR and Standard First Aid- Quarterly theoretical and practical (in water and out of water) Life Guard training through The National Life Saving Society. - The creation of minute by minute lesson plans. - Trusted with the protection, promotion and preservation of the public's safety during all shifts. - Working with individuals with special needs- Facilitating in water swim instruction- Maintaining focus and attention from all students- Manipulating lesson plan to fit the specific needs of a child- Building rapport and relationships with students and parents. - Having a keen ability to identify weaknesses in technique and assist students in bettering them. - Time management- Helping students achieve a skill level goal.

Bachelor Of Arts - Ba, Computer Science

Activities and Societies: Japanese Culture Club, Calumet College Community, participated in "York U's Next Top Model", York U's Percussion.

High School Diploma

Activities and Societies: School Ochestra (Trumpet), Wrestling Team, Ecology and Wildlife Conservation Team, Outdoors Club, Math, Science.