Thomas Biuso Jr. Email & Phone Number

Denver, Co, Us

Remote

Remote

- Engaged in thousands of technologically oriented customer service interactions using Zendesk- Served as a liaison between the customer and the design & development team by submitting requests for desired features using JIRA- Worked closely with experts on the advanced testing team to identify bugs in the platform and provide workarounds to those affected by a bug- Corresponded with the content and community team in order to improve internal documentation outlining the department’s policies and procedures, as well as to make revisions and additions to our customer facing knowledge base- Invested heavily in improving upon metrics and measurements such as pace, quality, customer satisfaction and schedule adherence- Performed at a combined pace of 30-50 interactions per day, corresponding in predominantly live chat, in addition to email- Met with quality specialists on a monthly basis in order to improve accuracy, composition, tone and workflow skills over time- Assisted with the launch of a continuous stream of new and improved features to the platform- Trained a class of new hires while continuing to be their peer mentor long after training ended- Participated in pilot testing programs and panel discussions that revolved around making changes to company-wide policies and procedures- Utilized G Suite by Google to create documents, presentations and spreadsheets and Slack messenger to share them amongst the team, department, office and organization- Hosted a global department-wide meeting and attended hundreds of smaller scale meetings including weekly 1-on-1s with a supervisor, monthly local office-wide meetings, quarterly company-wide meetings featuring the CEO - Involved in feedback loops with my supervisor, my peers, myself and the organization- Beyond providing exceptional technical support, made it a point to address and empathize with the emotions and feelings involved with troubleshooting technology

Portland, Oregon

- Performed data entry and auditing using NetOxygen and Doc Velocity- Communicated both internally and externally, via email and phone calls, to ensure accuracy of information- Generated legal documentation to contribute to the process of closing mortgage loans- Collaborated with teammates and other departments on a daily basis to increase file volume and file quality

Portland, Oregon

- Serviced hardware and software on apple products- Provided extensive customer service and technical support in-person, via email and over the phone- Orchestrated shipping, receiving and inventory- Utilized critical thinking skills to contribute to the problem solving process with a team of intellectuals

Victor, New York

- Provided enthusiastic and sincere customer service while selling technologically oriented products- Maintained the cash register, appearance of the sales floor and the order of the stockroom- Completed extensive sales training and assisted in the training of new hires

Canandaigua, New York

Irondequoit, New York

- Exceeded the typical duties involved with bussing to include general maintenance & repair- Carried out interior and exterior decoration and design- Provided assistance to owners with personal tasks and errand completion- Executed basic busser duties such as providing customer, custodial and culinary services

Bachelor'S Degree

Associate'S Degree

High School Diploma