Gino Sambucci

Implementation Consultant

Granicus

Apr 2025 - Dec 2025 (9 months)

Supported customers throughout the software implementation lifecycle, from initial requirements gathering to configuration and validation. Worked directly with clients to translate business needs into platform configurations aligned with operational goals. Performed system testing, validation, and issue resolution to ensure accurate and complete deployments. Identified implementation risks and blockers, escalating issues when necessary to maintain project timelines. Provided ongoing client support and documentation to promote successful adoption and platform readiness.

Client Support Specialist

Experian

Mar 2019 - Mar 2025 (6 years 1 month)

Managed and resolved 1,300+ customer support cases in FY24, achieving Top Producer recognition. Served as a primary point of contact for enterprise clients, ensuring clear communication and timely resolution. Conducted requirements gathering and guided customers through available products, services, and benefits. Collaborated with cross-functional teams to deliver effective solutions while meeting SLA targets. Proposed and implemented process improvements that enhanced onboarding efficiency and customer experience.

Sales Support Specialist

Tek Experts

May 2015 - Mar 2019 (3 years 11 months)

Supported customers with product, service, and billing inquiries, ensuring high satisfaction levels. Coordinated with finance teams to resolve account and payment-related issues. Analyzed customer feedback to identify improvement opportunities. Selected to train and onboard 20+ employees as part of a new department launch in Colorado.

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Technical Support Representative

Perfiles Tecnológicos

Dec 2014 - May 2015 (6 months)

As a Technical Support Representative, I diagnosed and resolved technical incidents to ensure service continuity, effectively managing incidents to minimize downtime. I escalated high-priority issues and supported SLA compliance, ensuring that all service level agreements were met. Additionally, I contributed customer feedback to improve support processes, enhancing overall customer satisfaction. My experience in sales support allowed me to understand customer needs better, which improved my ability to provide exceptional customer service during outbound calls, ultimately fostering stronger client relationships.

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