Customer service supervisor versed in customer support in high call volume environments.
Extensive knowledge of advanced technical support and complex conflict resolution.Technical Support Representative skilled at resolving complex customer service issues in a timely manner.
Highlights
Microsoft Office Suite Products
High customer service standards
Conflict resolution proficiency
Experienced in translation services
Proficient in WiFi networks and security internet options
Service resolution expert
Education
El Paso Community CollegeEl Paso, TXExpected in 2019 ā āAssociate of Arts:Political Science - GPA:
South Cooking SchoolEl Paso, TXExpected in 2014 ā ā:?????? what was it a Colonary Degree? - GPA:
Americas High School, Expected in 2006 ā āHigh School Diploma: - GPA:
Accomplishments
Exceeded monthly goals by successfully handling more than [number] calls per week. Reduced technical escalations to management by [number]% to only [number] per day. Top representative in department with customer satisfaction surpassing [Number]%. Promoted to [Job Title]. Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business. Multiple technical awards for work performance. Received award for customer service recognition and ability to work well with the other team members. Promoted to Customer Service Manager.
Maintained composure and patience in face of difficult customer situations.Ā Built and maintained successful relationships with service providers, dealers and consumers.Processed an average of [number] inbound and outbound technical support calls. Helped customers track and ship packages, responding to an average of [number] calls per day. Support customers with online billing and account issues. Ā
Troubleshooting internet, cable and phones with customers and agents.
Provide assistance to agents across the state of Texas in all aspects of the account.
Take escalated calls from agents, supervisors, and managers to help provide a resolution to customers.
Coordinate escalation problems with other supervisors from the call center and Field personnel.
Train new employees to show them how to use the several tools needed to perform daily duties.
Help customer set up and troubleshoot all aspects of a wifi network including but not limited to: wifi settings, IPV4 and IPV6 modems, VOIP phone service, bandwidth utilization problems, coordinate and report outages across the state of Texas, provision native and ported numbers with other phone companies.
Promoted in the first 7 months of employment Top ten in performance at Spectrum-Time Warner Cable as tier 1, Escalations Supervisor, and as an Advanced Technical Support level 3 Technician.
Circle of Excellence winner at Spectrum-Time Warner Cable as a tier 1, Escalations Supervisor, and as an Advanced Technical Support level 3 Technician.
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Implemented new ways to develop better practices and and improve productivity.
Translation services from English-Spanish and from Spanish-English in a 3-way call.
Calls were taken from Financial Institutions, Legal Courts in live hearings, Department of Homeland Security, Local Police Departments, Health and Human Services Commission, Psychiatric institutions, ETC.
Certificate of Quality Customer Service at Language Line Services.
Promoted to "All call" interpreter after 6 months of employment.
Top agent in performance 22 months during over employment tenure.
GC Services Sprint - Billing and Technical Support Representative , , 01/2008 - 01/2009
Take payments and set up payment arrangements for customers.
Restore and interrupt services based on financial history.
Change calling and texting plans.
Fix technical problems within our network.
Explain billing details to customers.
Activate new phones to network Promoted to lead agent after 6 months of employement Top agent in performance for 1st and 4th quarter of 2008.
Valero Energy Co - Assistant Manager , , 10/2006 - 10/2009
Maintain up-to-date records at all times.
Load invoices into the database.
Secure store products.
Created reports on sales and gasoline consumption.
Order and stock products for the store.
Maintain a clean environment inside and outside of the store.
Open and clos registers reports properly.
Made cash deposits to the bank daily.
Promoted to assistant manager after 6 months of employment Employee of the month 10 times.
Skills
assistant manager, billing, Cable, Call center, cash deposits, Conflict resolution, Customer Service, database, English, Financial, Health and Human Services, Legal, Microsoft Office Suite, modems, Negotiation, network, networks, personnel, Police, problem solving, process improvement, Quality, sales, Spanish, Supervisor, Technical Support, Technician, phones, phone, time management, Translation, troubleshoot, Troubleshooting, VOIP
MAKE SURE THEY ARE NOT REPEATED FROM HIGHLIGHTS AND LOVER THEM HERE YOU SHOULD HAVE BULLETS. BILINGUAL HELPS A SKILL IS SOMETHING YOU DO WELL SO LOOK AT THE ABOVE AN REMOVE THOSE THAT DO NOT PERTAIN.
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