Experience

Barrios Technology, LTD

• United States
• Defense and Space Manufacturing
• 1 - 100 Employee

• Customer Analyst

  • Oct 2021 - Present

  Regulate support requests for data and services, while providing monthly metrics. Creation and editing of instruction documents. Developing strong relationships with multiple clients working for NASA and the international space station. Key Accomplishments: • Implemented a ticket prioritization system resulting in a 30% reduction in average response time for high-priority tickets. • Analyzed and assigned tickets to the appropriate teams, increasing ticket resolution rate by 20%. • Developed and implemented a customer feedback survey, resulting in a 15% increase in overall customer satisfaction scores. • Collaborated with cross-functional teams to analyze productivity metrics and implemented process improvements that resulted in a 20% reduction in operational costs. • Implemented standardized troubleshooting procedures, leading to a 30% reduction in average completion time for troubleshooting tickets. • Led cross-functional team to identify and resolve common customer pain points, resulting in a 20% decrease in escalations and a 35% increase in customer satisfaction. Show less



?aradox Productions

• Music Producer

  • Aug 1998 - Present

  Music Producer/Composer (Hip Hop, R&B, Pop, TV, & Film, Gaming) https://soundcloud.com/e_l_robinson Music Producer/Composer (Hip Hop, R&B, Pop, TV, & Film, Gaming) https://soundcloud.com/e_l_robinson



Blue Sky Evolution

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Lead

  • Aug 2019 - Oct 2021

  Facilitate all business development for domestic and international accounts with 200+ clients. Directly influence growth and retention of existing client base by developing strong relationships with GIS Managers, Data Technicians, and Designers. Oversee ticket prioritization, customer satisfaction and retention metrics, software installation/onboarding, troubleshooting, and software testing for new builds. Key Accomplishments: • Implemented new training program for customer support team, resulting in a 30% decrease in support call volume and a 25% increase in first call resolution rate. • Developed and implemented standardized troubleshooting procedures, leading to a 30% reduction in average completion time for troubleshooting tickets. • Led cross-functional team to identify and resolve common customer pain points, resulting in a 20% decrease in escalations and a 35% increase in customer satisfaction. • Implemented a proactive customer outreach program resulting in a 10% increase in first contact resolution and a 15% improvement in customer feedback metric score. • Collaborated with cross-functional teams to design and implement new training materials, leading to a 20% increase in customer experience satisfaction. • Utilized data analysis to identify pain points in the customer journey, resulting in the implementation of process improvements that led to a 25% decrease in customer complaints. • Developed and implemented a comprehensive content strategy for online trainings and marketing, resulting in a 30% increase in user engagement. • Collaborated with cross-functional teams to create and launch 50 new video tutorials, exceeding the initial goal of 40 by 25%. • Analyzed user feedback and data to identify areas for improvement in video content, leading to a 20% decrease in customer complaints. Show less



Dana Container, Inc.

• Transportation/Trucking/Railroad
• 1 - 100 Employee

• Safety Coordinator

  • Oct 2013 - Aug 2019

  Direct the company’s health, safety, and compliance program for delivering and maintaining a safe and secure working environment for all staff. Oversee inspection and evaluation of workplace conditions, equipment, PPE, and best practices to ensure safety standards and government regulations are followed. Key Accomplishments: • Conducted regular safety inspections and audits of the workplace, identifying and resolving potential hazards, reducing percentage of missed time work related injuries and near misses by over 50%. • Led safety meetings for employees on best practices for hazard mitigation, resulting in a 25% reduction in minor incidents and accidents • Developed and executed comprehensive onboarding program, resulting in a 20% decrease in employee turnover within the first year. • Implemented safety training curriculum, including safety meetings for employees on best practices for hazard mitigation, resulting in a 25% reduction in workplace accidents and injuries. • Collaborated with cross-functional teams to create online training modules, increasing efficiency by allowing employees to complete onboarding at their own pace. • Implemented new safety program including the preparation and organization of new employee orientation, safety trainings, and root cause analysis investigations. • Implemented new hazard mitigation reduction strategies resulting in a 15% decrease in audit findings and an improvement in the audit pass percentage by 10%. • Developed a comprehensive records management system for personal records and waste manifest retention, resulting in a 30% increase in compliance with regulatory requirements. Show less



Best Buy

• Retail
• 700 & Above Employee

• Microsoft Advisor/Consultant

  • Sep 2005 - Oct 2013

  In charge of day-to-day sales of computers, tablets, software, and services and Geek Squad help desk operations. Process over $15,000 in weekly sales while increasing in revenue from prior year. Supervising ticket prioritization, tracking, and timely resolutions, as well as troubleshooting, hardware/software installation, data backup/migration and virus removal. Conduct interviews for recruiting new hires. Key Accomplishments: • Mentored team responsible for having top customer experience satisfaction score in the country. • Developed a comprehensive onboarding program for new employees, resulting in a 50% reduction in time required to get new hires up to full productivity. • Conducted training sessions for over 50 employees, achieving an average satisfaction rating of 4.5 out of 5. • Implemented a mentorship program for new hires, leading to a 40% increase in employee retention within the first year. • Developed and executed innovative selling strategies to increase store revenue by 25% within 6 months. • Trained and coached store team on all new Microsoft products, resulting in a 20% increase in product knowledge among staff members. • Lead a customer engagement program that resulted in a 20% increase in customer satisfaction scores. • Multiple Employee of the month awards Show less