Dan Reyes-Cairo Email and Phone Number
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With over ten years of experience in product and software support, business analysis, and relationship development, I am a digital systems professional who specializes in facilitating support operations and customer success. My mission is to improve operational workflow and communication within organizations, teams, and external partners, using my technical skills and domain knowledge.Most recently, I managed the support operations and customer support department at Descript, a leading audio and video editing platform. I played a pivotal role in establishing and shaping the support organization during the company's early stages, handling customer issues across multiple channels, managing relationships with Enterprise customers, and escalating bugs to engineering teams. I also developed and implemented organizational processes, policies, and internal documentation, ensuring consistent service delivery. Additionally, I served as the primary administrator for Zendesk, the customer service software used by Descript, and helped scale the team to over 10 agents and administrators.
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Senior Manager Of Customer SupportEvcsWest Sacramento, Ca, Us
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Senior Manager Of Customer SupportEvcs Jun 2024 - PresentArcadia, California, UsEVCS is one of the largest and fastest-growing electric vehicle fast charging networks in the U.S. West Coast. EVCS is committed to leading the electric transportation revolution by rapidly expanding access to fast, affordable, reliable, and conveniently located public EV charging. -
Support OperationsDescript May 2023 - Feb 2024San Francisco, Ca, UsSupport Operations Management: Transitioned into Support Operations role during organizational growth, focusing on facilitating Support operations including maintaining Zendesk business rules, internal process and policy documentation, and creating reference manual documentation to optimize team efficiency. -
Support And Customer Success ManagerDescript Jan 2020 - May 2023San Francisco, Ca, Us• Played a pivotal role in establishing and shaping the Support organization during the company's early stages, handling customer issues across multiple channels and facilitating escalations to product and engineering teams.• Provided technical assistance to a diverse customer base, including prominent Enterprise clients, while contributing to internal feedback and application testing processes.• Developed and implemented organizational processes, policies, and internal documentation to establish a cohesive support framework, ensuring consistent service delivery.• Managed the transition from Intercom to Zendesk Professional and later to Enterprise, serving as the primary administrator for the Zendesk instance. Oversaw business rules, account administration, agent licensing, reporting, and the integration of new channels like Zendesk Chat.• Directed the hiring of support agents, organized team infrastructure, and provided mentorship, training, and professional development opportunities to foster team growth and cohesion.• Created and updated Help Center content to enhance customer support resources, contributing to a comprehensive knowledge base for users.
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Technical Support SpecialistLever Aug 2018 - Jan 2020Denver, Colorado, Us• Delivered prompt and effective technical assistance to customers using the Lever platform via email, chat, and occasional phone channels, ensuring timely resolutions to queries and issues.• Guided customers through the migration of their data into Lever systems, troubleshooting issues to ensure a smooth and seamless transition process.• Identified and escalated bugs to engineering teams, facilitating prompt resolution and communication of bug fixes back to customers, ensuring their satisfaction.• Actively engaged in quality assurance testing with product and engineering teams during late-stage development features, providing valuable insights and feedback to identify and rectify potential issues before product release.• Served as a cross-functional technical advisor for customer success and implementation teams, offering guidance and support to address technical challenges and ensure successful Lever solution implementation for customers. -
Client Success, Quality Support SpecialistPricespider Jun 2015 - Jun 2018Irvine, Ca, Us• Analyzed business needs within core systems and processes to improve operational efficiency• Developed architecture maps, project requirements, flowcharts, UX designs, and test cases• Served as a technical expert during project planning meetings between cross-functional teams• Validated the data integrity of client deliverables and co-developed validation workflows• Developed department training materials and led training workshops -
Senior Product Support SpecialistPricespider Jan 2015 - Jun 2015Irvine, Ca, Us• Provided daily maintenance of PriceSpider core systems• Worked with development team on improving and testing internal tools
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Owner, Producer, Audio EngineerReyescairo Studios Jan 2010 - Jun 2015• Recorded, arranged, mixed, produced albums and singles in-house and for third-party artists• Managed studio projects including budgeting, contracts, internal and outsourced studio scheduling, musician/VO talent management, art direction, asset management, deliverables• Live sound reinforcement/recording services• Provided ADR, sound-design, post-production mixing for film, and audio restoration services -
Audio EngineerThe Church Of Jesus Christ Of Latter-Day Saints Jan 2012 - Nov 2014Salt Lake City, Ut, Us• Worked on content-creation teams to plan/develop future programming in preparation of new Spanish language internet radio stream launch• Recorded, mixed large volume of Mormon Channel and Canal Mormón (Spanish Language) radio programs• Managed voice-over talent schedules, studio scheduling, script creation, training, and QA• Developed Setup/maintained live sound reinforcement and translation support services - BYU International Law and Religion Symposium 2012• Provided weekly reporting of project development to content managers -
Audio Engineer, ProducerOnerichsong Productions Sep 2012 - Sep 2013• Developed and installed audio systems including upgrade to existing Pro Tools/MOTU audio workstation, I/O interconnectivity between four tracking/control rooms, microphones, acoustic treatment and accessories• Record, mix music, e-book, song projects. Provided musical arrangements including studio guitar and vocal performance• Live sound reinforcement/recording services
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Audio Engineer, Producer, Executive AssistantBrigham Young University Aug 2006 - Apr 2011Provo, Ut, Us• Managed multiple student recording facilities including scheduling, studio training and best practices, equipment maintenance, troubleshooting and installation, cable-making, recording and mixing• Managed Faith-Centered Music Association Pearl Award statuette production and distribution project (2007-2008). Provided on-call phone support for BYU recording facilities• Produced BYU Guitars Unplugged 2007 Concert series including proposals, budgeting, staffing, planning marketing, branding/photography, technical/set development, auditions, stage-management, album production, mixing• Produced BYU Guitars Unplugged 2008-2009 album including auditions, studio scheduling, artist management, workflow management, performance (yes, I played/performed in 2009 too!), art direction, deliverables• Produced BYU Live at the Terrace concert series including budgeting, marketing, artist/equipment scheduling, hosting, live sound reinforcement -
Lead Audio EngineerByu Television International Jan 2008 - May 2009• Recorded and mixed voice-over for English, Spanish and Portuguese programming• Developed guidelines and training for audio production and translation services in order to streamline content production pipeline and improve quality assurance among BYU Television departments• Provided Pro Tools and studio training to new engineers including the development of a written operations manual
Dan Reyes-Cairo Skills
Dan Reyes-Cairo Education Details
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Brigham Young UniversitySound Recording Technology
Frequently Asked Questions about Dan Reyes-Cairo
What company does Dan Reyes-Cairo work for?
Dan Reyes-Cairo works for Evcs
What is Dan Reyes-Cairo's role at the current company?
Dan Reyes-Cairo's current role is Senior Manager of Customer Support.
What is Dan Reyes-Cairo's email address?
Dan Reyes-Cairo's email address is da****@****iro.com
What is Dan Reyes-Cairo's direct phone number?
Dan Reyes-Cairo's direct phone number is +194962*****
What schools did Dan Reyes-Cairo attend?
Dan Reyes-Cairo attended Brigham Young University.
What skills is Dan Reyes-Cairo known for?
Dan Reyes-Cairo has skills like Pro Tools, Audio Engineering, Audio Post Production, Customer Support, Business Analysis, Troubleshooting, Technical Support, Customer Relationship Management, Technical Documentation, Agile Methodologies, Kanban, Scrum.
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