Vito Lapiccola
Defect Manager/Customer Service Representative
- Role
- Defect Manager Customer Service Representative at Dyl
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Vito Lapiccola
Specialties: Leadership; Customer Service & Communication; Client Success & Retention;…
Experience
Defect Manager Customer Service Representative
May 2018 — Present · Culver City, CA, US
Management and control of all defects within the DYL website and applications• Handle daily communications with the Development, Test, and Operations teams to ensure ownership of the Defect process while promoting this benefit with customers• Ensure that all software defects are correctly tested and managed effectively• Support clients via service calls, service chats, and service emails• Document all communications accurately and within SLA in proprietary DYL CRM System• Ensure proper and consistent communication of issue status to the internal and external clients• Fortify client relationships focused on 100% measurable client satisfaction and ensure the department is meeting and or exceeding service level targets for responsiveness and turnaround times• Perform troubleshooting and in-depth analysis, including Trend Analysis for issues reported• Conduct testing new features and product enhancements ensuring expertise and quality prior to, during, and post deployment• Manage all assigned open issues according to the DYL Service Level Agreement, manage client reported issues, provide help desk support, diagnose problems, and determine proper escalation points as needed to drive resolution of reported issue to closure• Maintain application-level expertise as well as knowledge of technical components to be the subject matter expert in supporting client’s needs• Provide expertise in reference to industry best practices pertaining to DYL and mentor fellow team members on application functionality and vertical industry requirements• Knowledge of VoIP-related technology and Telecom industry
Education
COLUMBIA COLLEGE
Film/Video
Columbia College Chicago
Film & Video
1989 — 1992
Skills
- Theatre
- Video Games
- Feature Films
- Post Production
- Television
- Drama
- New Media
- Voice Over
- Producing
- Radio
- Acting
- Directing
- Voice Acting
- Reality
- Screenwriting
- Editing
- Media Production
- Film Production
- Storytelling
- Final Draft
- Creative Writing
- Live Events
- Documentaries
- Production Managment
- Improvisation
- Music Videos
- Film
- Video Production
- Entertainment
- Festivals
- Stage
- Short Films
- Independent Film
- Consulting
- Animation
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