Pablo Garrone
Customer Support Manager
Summary
Professional in customer support with strong track record in managing client interactions and resolving issues effectively. Known for fostering team collaboration and driving results, adapting seamlessly to changing demands. Expertise includes conflict resolution, communication, and leadership, with focus on enhancing customer satisfaction and operational efficiency. Recognized for reliability and results-oriented approach.
Overview
28
28
years of professional experience
Work History
Customer Support Manager
Tomplay
02.2021 - Current
- Improved the company’s star ratings by enhancing customer support quality and optimizing service processes.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
Help Desk Manager
Sonda - Outsourced to Roche Pharma & Hsbc Bank
10.2017 - 06.2019
- Used ticketing systems to manage and process support actions and requests.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Reduced downtime by implementing proactive maintenance schedules and system monitoring tools.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
IT Support Chief
Catholic University of Uruguay
01.2003 - 01.2017
- Overseeing the IT helpdesk campus service
- The following list, is a summary of the tasks that where under my responsibility
- Design and review of processes
- Service staff management
- (10 people)
- Inventory Management: Workstations,, all campus printers, audiovisual equipment in classrooms, etc
- Campus Workstations Management: Deploy and configuration of operating systems, purchase of hardware (HW) and software (SW), HW maintenance and disposal at end of life cycle
- Management and training of helpdesk staff: Review and control of working time schedules, tickets queue, incoming mail and general call center management
- Video Conferences and Web Conferences: Pre-testing and general overseeing, support during events, setup of audio and video systems
- Labs Management: Reservations, software installs, etc
Musician - Tenor Saxophone
Freelancer
01.2003 - Current
- Toured with bands, providing professional, punctual backing support.
Computer Teacher
01.2000 - 01.2003
- Linux Teacher - Computer Circle Academy - Montevideo Uruguay- From 2002 to 2003
- Computer and Internet Teacher - Computer Academy - Montevideo Uruguay - From 2000 to 2002
- Personal Computer Teacher - From 2000 to 2003
Olympic Rowing Coach Assistant
Montevideo Rowing Club
01.1997 - 01.1999
- Responsible for teaching rowing to newcomers to the rowing team, diferent coordination and related activities
Education
Bachelor's Degree - Informatics
Catholic University of Uruguay
First Certificate - English
Anglo-Uruguayan Institute
Management Skills, The Speed of Trust, FOCUS - Achieve your priorities, Customer Support
Catholic University
First year - Olympic Rowing Coach course
Higher Institute of Physical Education
Three years - Saxophone and musical theory
Montevideo Municipal School of Music
01.1994
Skills
- Empathy and patience
- Detailed documentation
- Customer relations
- Strong attention to detail
- Team building
- Ticket management
- Ticketing system proficiency
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Support Manager
Tomplay
02.2021 - Current
Help Desk Manager
Sonda - Outsourced to Roche Pharma & Hsbc Bank
10.2017 - 06.2019
IT Support Chief
Catholic University of Uruguay
01.2003 - 01.2017
Musician - Tenor Saxophone
Freelancer
01.2003 - Current
Computer Teacher
01.2000 - 01.2003
Olympic Rowing Coach Assistant
Montevideo Rowing Club
01.1997 - 01.1999
First Certificate - English
Anglo-Uruguayan Institute
Management Skills, The Speed of Trust, FOCUS - Achieve your priorities, Customer Support
Catholic University
First year - Olympic Rowing Coach course
Higher Institute of Physical Education
Three years - Saxophone and musical theory
Montevideo Municipal School of Music
Bachelor's Degree - Informatics
Catholic University of Uruguay
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