ALAN VALLADARES
Oldsmar,FL
Summary
Driven Technical Support Specialist with over 10 years of experience, notably with Verizon and Spectrum, excelling in customer satisfaction and problem resolution. Skilled in report generation and creative problem-solving, adept at improving customer trust and loyalty. Successfully enhanced service delivery by efficiently diagnosing and resolving complex technical issues, demonstrating exceptional verbal communication and multitasking abilities.
Overview
12
12
years of professional experience
Work History
TECHNICAL SUPPORT REPRESENTATIVE
Spectrum
04.2023 - Current
- Created detailed reports outlining the status of each technical issue reported by customers
- Provided guidance in setting up secure wireless connections for home networks
- Maintained detailed records of customer interactions and transactions with accurate documentation
- Diagnosed network problems by running ping tests and reprovision modems to isolate the source of signal problems.
- Performed root cause analysis on hardware and software malfunctions; recommended appropriate corrective actions
- Regarded computer software and hardware operation resolved problems
- Conducted customer service recoveries using technical knowledge and business skills
- Worked with coworkers to complete tasks
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Committed to delivering excellent customer service while working in a fast-paced environment
- Promoted to tier 2 within 6 months of position. This position compared to tier 1, which was strictly internet repair, added home phone and video repair.
- Optimized client experiences, tailoring communication styles to individual customer needs.
- Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
CUSTOMER SERVICE REPRESENTATIVE
Verizon
06.2018 - 03.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered incoming calls and chats, providing frontline customer support or assistance with product and service transactions
- Used remote login tools to assist clients with technical and product questions
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Assisted customer in understanding products, components and systems using technical demonstration
- Maintained up-to-date case documentation for future reference
- Delivered local and remote Tier1 IT support for hardware and software to company personnel
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Set up and activated customer accounts
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Educated customers on special pricing opportunities and company offerings
- Improved customer service wait times to mitigate complaints
- Upheld quality control policies and procedures to increase customer satisfaction
TECHNICAL SUPPORT REPRESENTATIVE
Computer Generated Solutions, CGS
09.2016 - 06.2018
- Handled customer service issues by providing guidance or escalating for advanced support
- Served as first point of contact for incoming technical service calls
- Walked customers through common computer hardware and software configurations to maximize service functionality
- Supported customers with online billing, access and account issues
- Troubleshot hardware issues and worked with service providers to facilitate repairs
- Used remote login tools to assist clients with technical and product questions
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Documented customer complaints and inquiries for use in technical documentation and bug tracking
- Managed approximately 35 incoming calls,
FRAUD INVESTIGATOR
Computer Generated Solutions Inc.
08.2014 - 09.2016
- Determined existing fraud trends by analyzing accounts and transaction patterns
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties
- Tracked chargeback activity to identify best practices for determining fraud
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio
- Documented investigative findings in reports
- Displayed strong telephone etiquette, effectively handling difficult calls
- Identified needs of customers promptly and efficiently
- Understood and followed oral and written directions
- Managed 40 to 50 orders with call backs to customer to verify if the customer's order is non-fraud.
Data Entry Specialist; Supervisor
Sales Verification Company
03.2013 - 08.2014
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes. Was able to maintain 15 employees within a time frame of reading terms and conditions to customers.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated staff performance and provided coaching to address inefficiencies.
Education
Bachelor of Science - Computer Sciences
Southern New Hampshire University
New Hampshire2030
High School Diploma -
Pinellas Park High School
Largo, FL01-2012
Skills
- Upselling Products and Services
- De-escalation Techniques
- Creative Problem Solving
- Data Entry and Maintenance
- Report Creation
- Spanish
- Responding to Difficult Customers
- Order and Refund Processing
- Building Customer Trust and Loyalty
- 80 wpm Typing Speed
LANGUAGES
Spanish Native
Got Silver Award within the first year of working at Spectrum.
I was able to maintain stats for SAM, Callbacks, Truck rolls, Average handle time, and Transfers. These help me get promoted to tier 2 in the first 6 months of working at Spectrum and get me this award.
Timeline
TECHNICAL SUPPORT REPRESENTATIVE
Spectrum
04.2023 - Current
CUSTOMER SERVICE REPRESENTATIVE
Verizon
06.2018 - 03.2023
TECHNICAL SUPPORT REPRESENTATIVE
Computer Generated Solutions, CGS
09.2016 - 06.2018
FRAUD INVESTIGATOR
Computer Generated Solutions Inc.
08.2014 - 09.2016
Data Entry Specialist; Supervisor
Sales Verification Company
03.2013 - 08.2014
Bachelor of Science - Computer Sciences
Southern New Hampshire University
High School Diploma -
Pinellas Park High School
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