Dario Derosas

Experience

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  SYKES

  Mar 2010 - Sept 2010

  Teleservices Representative

  • Managing inbound and outbound calls (Italian and English)• Handle and process all customers payment related to their repair case• Dealing with invoice pro-forma, bank transfers and credit card payment• Working to targets• Research, resolve and respond to questions received in accordance with set policies and procedures

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  Cook Medical

  Sept 2010 - Apr 2017

  • Processing and logging of all European Customer Complaints on Trackwise for all Cook manufacturing facilities. • Ensuring that complaints are logged within appropriate timeframe.• Ensuring that complaints are notified to the relevant manufacturer and that the problem reports are transferred to the relevant manufacturer within the appropriate timeframe.• Liaison with Sales Reps and other relevant Cook personnel to obtain information as required for product complaints including completion of customer complaint reporting form and requesting device return.• Documentation of follow up attempts to obtain information.• Ensuring that customer response letters are generated and translated where required and credit / replacement requests are processed for all product complaints.• Co-Ordinate field safety corrective actions within Europe communicating with Customers and Manufacturers as appropriate• Preparation, trending and analysis of key metrics including weekly and monthly reports as required. Show less

  • Customer Quality Technician

    May 2015 - Apr 2017

  • Customer Service Representative

    Sept 2010 - May 2015
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  Smiths Medical

  May 2017 - Dec 2018

  Customer Service Representative

  • Dealing effectively with all customers' calls and emails, order entry investigating, logging and responding to queries, ensuring escalations to resolve them in a timely manner• Processing credit notes and invoices• Input prices on the company’s order entry system (Oracle)• Supply customers with prices, product status and expected delivery dates or delivery status, airway bill numbers etc.• Deal with queries and process special orders for custom made devices• Add or modify new customer details as needed• Direct technical queries via the phone tree or other designated routes• Process information and deal with follow-up queries on returns and/or complaints• Communicate emergency orders/requests to various manufacturing plants using standard procedures• Update the system with details regarding sales representatives• Ensuring that documentation is properly maintained and archived. Show less

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  Autodesk

  Jan 2019 - May 2023

  Client Services Specialist

  • Ensure Autodesk customers have immediate access to all software products purchased which may include troubleshooting Autodesk back-office systems or leveraging third party tools to view customer’s machine to determine root cause of access issues• Ability to communicate with customers/partners across multiple modalities; including but not limited to phone, chat, and email (web and Outlook)• Receive, investigate, and respond to support needs; including order processing in SAP/Online and inquiries related to presales, product access, account sign-in, license fulfilment in SFDC, Siebel and relevant systems and other miscellaneous support requests • Perform troubleshoot on all sales orders and assist to identify and execute various enhancement to all management process.• Ensures that all order and inquiry related Business Cases are addressed in accordance to defined global principles and guidelines within the agreed global Service Level Agreements. • Provide an interface with finance department and manage all order/invoicing processes and manage all incoming purchase orders from various sources (channel, online store, Direct sales)• Maintains good working relationships and communications with multiple internal stakeholders and external partners to facilitate all transactional and operational activities. Including obtaining approvals and generating ad-hoc reports• Communicate and work closely with sales teams to address customer related issues and order questions. Work closely with sales for any online Store sales campaigns and quarter-end activities such as order entry cut-off dates• Executes all month-end and quarter-end activities flawlessly• Document policies and procedures based on expertise in specific job areas and works with the process governance team to document best practice and workflow charts• Represents Client Services & Operations organization on global projects Show less

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  Zoetis España

  May 2023 - now

  Diagnostic Technical Support Agent

  * Answer incoming requests for technical support, providing prompt and accurate technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings.* Assist customers, regional sales managers, distributors and strategic marketing partners in answering questions and resolving problems in the areas of product performance, technical inquiries, applications, and operations training.* Initiate product returns for replacement, investigation and repair which requires accurate and timely documentation of calls and responses in the call management system.* Initiate orders to send product for troubleshooting purposes, replace defective product, or customer accommodation* Work as the subject matter expert on assigned product line technical issues to prepare and review product support information, develop fault isolation processes, and implement complaint documentation procedures.* Provide guidance, instruction, and training on assigned product line to increase productivity and performance.* Review trends for respective product line, call monitoring, and provide recommendations on area of focus as applicable* Work with various other departments as needed such as Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service and VMIPS in relation to support activities* Handle escalations and escalate as appropriate* Stay abreast on all support aspects on assigned product line and communicate information, updates, challenges and concerns as appropriate* Provide relevant support in all aspects and stages of a product launch* Apply and communicate Zoetis’ policies, procedures, and objectives.* Participate on special projects and assignments as needed.* Work with Technical Support management to improve overall procedures and processes. Show less