Geoff Henao

Experience

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  At Your Service, LLC

  Sept 2005 - Nov 2009

  Guest Services Representative

  • Assisted guests who require/request special assistance at the United Center (Chicago Bulls, Chicago Blackhawks) and U.S. Cellular Field (Chicago White Sox)• Transported guests to their proper seats and/or locations in a wheelchair• Provided general information for guests inquiring about each venue• Properly scanned and checked event tickets to ensure correct locations in a seating section

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  Best Buy

  Nov 2006 - Dec 2007

  Merchandising Specialist

  • Ensured each product is properly priced and placed in the proper position• Unloaded delivery trucks full of merchandise and promptly prepare them for sale• Routinely examined the store floor for re-stocking of products

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  AirServ

  Nov 2009 - May 2013

  • Assisted passengers who require/request special assistance throughout O'Hare International Airport• Transported passengers to their destinations in an electric passenger cart or in a wheelchair• Effectively determined the proper route and time management necessary to ensure every passenger in need of aid will arrive to their destination promptly• Provided general information for guests inquiring about either O'Hare International Airport or Chicago• Handle passenger complaints in light of unforeseen events/circumstances, such as flight delays/cancellations Show less

  • Wheelchair Dispatcher

    Jun 2012 - May 2013

  • Passenger Service Agent

    Nov 2009 - Jun 2012
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  Flixist

  Oct 2010 - May 2013

  Reviews Editor

  • Attended and reported on various film festivals to a monthly readership of more than 100,000• Wrote film reviews and conducted interviews covering the film industry• Redesigned score system for film reviews• Incorporated Adobe Photoshop to enhance articles and content

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  Cinema/Chicago

  Aug 2011 - Sept 2011

  Writing/Editing Intern

  • Previewed films to be screened at 47th Chicago International Film Festival• Wrote film previews for the festival schedule guide• Wrote film essays for the festival catalog guide

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  Empresario

  Apr 2013 - Sept 2015

  Digital Content Manager

  Multifaceted Content Management:• Developed, edited, and managed content for multiple websites, including Ruby Hornet (entertainment outlet with a focus on music and film/TV), City on the Take (Chicago sports), and Chicago Music (local/national music coverage).Digital Advertising Strategy:• Learned about the digital ad landscape, including Google AdWords, Google Analytics, etc., to formulate effective content strategies and marketing approaches.Social Media Management:• Built and maintained a vibrant social media presence across multiple platforms, including Twitter, Facebook, and Instagram, accumulating a total of 18,000+ followers.Audience Engagement and Traffic Growth:• Maintained a consistent audience of 300,000 monthly page views, showcasing the effectiveness of content strategy and audience engagement.Team Management and Event Coordination:• Managed content producers, including writers, photographers, and videographers, by scheduling, editing, and providing mentorship across various events such as music festivals, film festivals, and more, including South by Southwest (SXSW), Sundance Film Festival, Chicago International Film Festival (CIFF), and more. Show less

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  GrubHub Inc.

  Dec 2014 - Apr 2015

  Customer Care Specialist

  • Handled phone correspondence from both restaurants and diners (inbound and outbound).• Chatted with consumers to resolve problems• Contacted restaurants for a variety of diner related information• Responded to emails• Partnered with customer care and other teams in an effort to resolve all diner and restaurant questions.• Edited restaurant account information• Worked with the leadership team to achieve specific call center goals in our pursuit to provide world class customer care Show less

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  InnerWorkings

  May 2016 - Jul 2020

  Escalation and Troubleshooting Leadership:• Oversaw the escalation and troubleshooting of issues from Level 1 Support, ensuring timely and effective resolution.Project Management and Special Projects:• Served as the point person for eCommerce site builds and high-level special projects, demonstrating leadership in project coordination and execution.Documentation and Support Collation:• Collated and provided documentation for business systems support and eCommerce services, contributing to the efficiency of support processes.Scope Review and Collaboration:• Reviewed Statements of Work (SOWs) for new site builds in collaboration with Project Management, Project Development, and Tech Solutions teams, ensuring accuracy of scope requirements against technology capabilities.Initiative Co-Development:• Co-developed branding for the HEROES Initiative, a complete overhaul of system support routing throughout the entire company. This initiative contributed to improved efficiency and clarity in support processes in light of departmental transitions and company acquisition. Show less Scope Review and Collaboration:• Reviewed Statements of Work (SOWs) for new site builds with Project Management, Project Development, and Tech Solutions teams, ensuring accuracy of scope requirements against technology capabilities.Quality Assurance and Reporting:• Tested new technology features from each sprint release, presenting findings to the Product Development Team to ensure proper site functionality and identify areas for improvement.Technical Training:• Provided technical training on new features and enhancements to the rest of the eCommerce team, fostering continuous learning and expertise within the team.Platform Configuration and Maintenance:• Configured, set up, and maintained eCommerce websites on various platforms, including VALO, Legacy eStore, and Four51 CSM platforms for 25+ clients, including International Hotels Group (IHG), Athletico, Columbia, AB InBev, KIND, and more.Demo Website Management:• Configured and maintained demo websites for use by the Tech Solutions team in acquiring new business, showcasing the capabilities of the platforms.Data Management and Template Creation:• Loaded product and user data, created and updated complex variable data templates for sites that accepted end-user input for print production files.Process Optimization:• Created and streamlined processes for customer submission of design files, facilitating efficient upload to eCommerce websites.SOP Development:• Built and maintained site-specific Standard Operating Procedure (SOP) pages for every active eCommerce website and each new eCommerce website at go-live, ensuring clarity and consistency in processes. Show less Invoicing and Order Entry:• Created invoices for customer requests and entered orders into a proprietary invoicing and billing platform, ensuring accurate and timely processing.Order Tracking and Communication:• Tracked customer orders and provided timely updates on the status of their requests, maintaining clear communication with customers as needed.Customer Inquiry Handling:• Answered customer inquiries promptly via telephone or email, providing excellent customer support and addressing concerns effectively.Database Entry:• Entered orders into a database system, contributing to organized and efficient order management.Inventory Management:• Maintained warehouse inventory levels and initiated reorders as needed, ensuring optimal stock levels to meet customer demand. Show less

  • Team Lead, Business Systems Support

    Nov 2019 - Jul 2020

  • eCommerce Implementation Specialist

    Mar 2017 - Nov 2019

  • Customer Service Representative

    May 2016 - Mar 2017
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  ActiveCampaign

  Jan 2021 - Apr 2023

  Global Training and Development:• Facilitated on-site new hire training for a BPO (Business Process Outsourcing) client in Noida, India, ensuring a smooth onboarding process.Career Growth Initiatives:• Co-created individual development plans for L1 Support Specialists, fostering career growth and trajectory within the team.Efficiency Improvements:• Identified system and workflow improvements, skill and knowledge gaps, and provided recommendations to enhance team efficiency.Employee Engagement:• Developed quarterly team incentives to boost eNPS (Employee Net Performance Score) and enhance overall team satisfaction.Optimizing Ticket Triage:• Developed a new system and process for triaging tickets for BPO teams, streamlining operations.Cross-Department Collaboration:• Created and maintained Tech Internship workflows with the Tech Support team, promoting collaboration and the smooth flow of escalation from L1 to L3. Show less On-call Support and Mentoring:• Provided on-call support for internal L1 support teams, offering immediate feedback and training on process, procedural, and product questions.• Mentored and supported new hires post-onboarding for six weeks, ensuring they acquired the necessary knowledge and competencies.Team Management and Quality Assurance:• Assisted with team scheduling, intraday queue management, adherence, and conducted quality assurance reviews.• Contributed to the hiring process, ongoing team training, development, and participated in special projects as needed.Continuous Improvement:• Identified process improvements and proposed potential solutions to enhance overall team performance.Remote Collaboration:• Hosted and facilitated daily team-wide remote collaboration sessions via Zoom, fostering communication, teamwork, and platform upskilling. Show less Customer Query Resolution:• Effectively resolved a high volume of customer inquiries via email and live chat, addressing issues ranging from account problems to diagnosing complex software issues accurately and promptly. Example issues include troubleshooting API calls, addressing HTML/CSS issues in landing pages/email marketing campaigns, and ActiveCampaign automation/sales pipeline configurations.Issue Monitoring and Resolution:• Monitored and responded to user-reported issues and infrastructure alerts promptly and professionally, ensuring comprehensive tracking of issues through to resolution via JIRA escalations to Tech Support teams.Proactive Product Enhancement:• Proactively identified opportunities for product improvement, isolated and reproduced bugs, and determined high-impact enhancements to enhance the overall customer experience.Solution Formulation:• Formulated alternative or unique solutions based on best practices for technical scenarios, aiding clients in achieving their goals and optimizing their use of the platform.Quality Maintenance in High-Velocity Environment:• Maintained composure in a high-velocity environment, contributing to the quality of support by remaining composed in potentially tense and difficult situations, ensuring a positive customer experience. Show less

  • Product Support Global Lead

    May 2022 - Apr 2023

  • Product Support Coach

    Jan 2022 - May 2022

  • Product Support Specialist

    Jan 2021 - Jan 2022
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  RubyLaw

  May 2023 - Jun 2024

  Sr. Client Experience Associate

  Optimal Client Experience and Account Management:• Provided top-notch account management for marketing teams of AmLaw 100 law firms, including Jenner & Block LLP, Steptoe LLP, Winston & Strawn, LLP, and more.• Ensured a seamless client experience by managing requests, bug fixes, enhancements, and general troubleshooting via email and Zoom meetings.• Configured and provided guidance on optimal configuration for Google Tag Manager and Google Analytics 4.Technical Troubleshooting and Enhancement Identification:• Troubleshooted bugs and errors on the Content Lifecycle Management platform.• Identified opportunities for enhancements to improve the overall performance and functionality of the platform.Project Management:• Efficiently project managed developers' tasks and duties related to client requests and enhancements.• Oversaw the deployment process for bug fixes, platform enhancements, and client-requested updates to ensure timely and successful implementation.Communication and Support:• Conducted regular communication with clients to keep them informed about product updates and enhancements.• Provided support and assistance for clients in understanding and utilizing new product features and enhancements. Show less