Thomas Gianfrancesco Email and Phone Number

• Conducting English instruction at a middle-school within the JET Programme in Japan.• Successfully managing a workload of approximately 23 weekly classes, overseeing the educational needs of over 650 students.• Prioritizing the delivery of impactful lessons and meticulous curriculum organization, while actively participating in significant cross-cultural exchanges. This dynamic process involves both the assimilation of Japanese culture and the sharing of my diverse background.• Embodying a dedicated commitment to enriching the educational journey, fostering a collaborative atmosphere, and elevating the overall learning experience.

• Spearheading leadership of a team of 12 customer service representatives, driving growth and enhancement of a dynamic 130+ agent cohort within the technical support department.• Orchestrating streamlined management of customer inquiries via diverse social media avenues such as Reddit, Twitter, Facebook, and Instagram, leveraging advanced platforms like Zendesk, Atlassian/JIRA/Confluence, Shopify, and MyEmma.• Responsible for the website content creation for our online knowledge base, FAQ, and internal operating procedures. - https://support.ecobee.com/• Collaborating closely with various ecobee teams, I skillfully identified and recreated issues within the internal environment, providing valuable data-driven reports on a regular basis. This process enhanced the product development and quality assurance initiatives.• I has many strategic management roles in the technical support team. I took care of everything from interviewing to creating detailed schedules, evaluating performance, and training. This approach nurtured ongoing team growth and improvement.

• First-line technical/customer support for ecobee end users, commercial clients, and HVAC contractors• Managing multiple platforms, customers, and technologies together• Technical knowledge of all ecobee products and third-party API integrations• Assisting users with navigating the ecobee mobile apps and web portals• Focused on creating, and achieving the greatest user experience possible• Providing training to users for features and best practices

• Championed Nintendo's brand identity at diverse Toronto events and retail venues, educating consumers on games, hardware, merchandise, and accessories.• Executed business strategy, positioning the brand through exceptional client experiences and adept communication of key messages.• Strategically orchestrated merchandising efforts for Nintendo products across the Greater Toronto Area's retail sites, in alignment with head office directives.• Conducted impactful training sessions and communications for retail managers, ensuring meticulous brand representation and hardware/software expertise.• Generated and delivered weekly, quarterly and yearly analytical data derived from customer interactions, offering actionable insights for decision-making.

• Managed and supervised a dynamic team of 8-12 employees, consistently fostering an engaging and productive in-store environment.• Led recruitment, interviewing, and training processes, ensuring an enjoyable and effective customer experience.• Leveraged Zumiez coaching and leadership tools to optimize operational efficiency and sales effectiveness, aligning with cost-effective measures.• Demonstrated adeptness in store operations, overseeing task completion and daily responsibilities, ensuring seamless retail management.• Proficiently collaborated with regional managers for strategic visual merchandising and innovative marketing initiatives, optimizing revenue potential across daily, weekly, and monthly cycles.

• Engaged in versatile roles encompassing customer service, cashiering, stock management, and visual merchandising on the sales floor.• Possessed comprehensive knowledge of the entire product and service spectrum, displaying expertise in all offerings.• Cultivated customer relationships, tailoring gift suggestions for children/events, exemplifying personalized service.• Contributed to the training of seasonal personnel in cash handling, gift-wrapping, and inventory management.