Alberto Jr Cortes
Orlando,FL
Summary
To further fine-tune and showcase my skills and experience, while being allowed in having the opportunity to gain more knowledge and skills through professional and personal growth in any company I may be involved with.
Overview
9
9
years of professional experience
Work History
Help Desk Agent (Floor Supervisor)
CVS Health
10.2022 - Current
- As an agent, I assisted CVS customers via phone with inquiries mostly of all things within the pharmacy and front store of various CVS locations, including prescription statuses, staff complaints, front store issues, etc.
- I assisted with off phone, offline work mostly with gift card purchase escalations and issues, verifying the purchase and communicating with the vendors to resolve the multiple possible issues with the gift cards.
- I had the privilege of pairing with various groups of new hires, prepping them with their daily tasks as an agent for CVS customer relations, and would encourage them to ask questions to better assist them in getting familiar in what is expected in their role and ways to work efficiently.
- As Help Desk agent, I would take escalated calls where customers request for a supervisor for various issues, mostly pertaining to the store, gift card issues, etc. I was my duty to deescalate the customer's issue or concern, and do my best to come to a proper resolution or make arrangements for a follow up if a resolution was not immediately available.
Technical Support; At Home Advisor
Apple (Campaign)
07.2021 - 10.2022
- Company Overview: Apple campaign via Sitel Inc
- Providing technical support
- Answering inbound calls in regards to troubleshooting Apple products, specifically iOS, WatchOS, AirPods and Beats products
- Screen sharing with customer to educate them on how to troubleshoot an issue
- Communicating with Apple Repair Center dispatch for status updates in regards to repairs or services set up by customer
- Assisted customer set up reservations at their local Apple retailer for services, further troubleshooting, etc
- Per request
- Communicated with departments such as AppleCare, tier 2 advisors or customer relations per request in order to find a resolution for a customer
- Apple campaign via Sitel Inc
Supervisor
Costco (Campaign)
08.2020 - 07.2021
- Company Overview: Costco campaign via Sitel Inc
- Answering inbound calls and incoming text chats from members in regards to new/existing item orders, website error issues, etc
- Answering supervisor escalations for various issues, including missed deliveries, wrong items being sent, etc
- Training new phone agents who are getting ready to transition in their new agent role
- Leading and mentoring various groups of transitioning phone agents, providing assistance, troubleshooting, etc
- Monitoring agents in order to make sure the correct procedures are being followed during inbound calls and chats
- Costco campaign via Sitel Inc
Lot Porter
ABM Inc.
06.2020 - 07.2021
- Cleaning and maintaining parking garages for Advent Health Orlando hospital, either on foot and with golf cart with various maintenance tools
- Cashier attendant; collecting parking fees from patients entering and leaving the hospital
- Valet driver for patients who use valet services
- Customer service provided to patients, including car jumpstarts, flat tire fixes, finding patient's vehicles via golf cart, etc
Wireless Sales Expert
Wireless Advocates
09.2015 - 06.2020
- Using a sales process in order to suit the customer's needs in a cell phone and monthly plan
- Activating, communicating setting up, and signing documents for all major postpaid (via running a credit check) and prepaid carriers via point of sale system
- Offering and applying protection plans and accessories based on the customer's needs
- Following up and building a rapport with customers in order to further assist them with troubleshooting, rebate escalations, etc
Education
High School Diploma -
Colonial High School
Timeline
Help Desk Agent (Floor Supervisor)
CVS Health
10.2022 - Current
Technical Support; At Home Advisor
Apple (Campaign)
07.2021 - 10.2022
Supervisor
Costco (Campaign)
08.2020 - 07.2021
Lot Porter
ABM Inc.
06.2020 - 07.2021
Wireless Sales Expert
Wireless Advocates
09.2015 - 06.2020
High School Diploma -
Colonial High School