Alejandro Fuentes
Casa Grande,AZ
Summary
Seasoned Verizon professional with a proven track record in enhancing team effectiveness and customer satisfaction through expert coaching and technical support. Skilled in interpersonal communication and problem-solving, I have significantly improved resolution rates by 30%. Specialize in training development and leadership, driving continuous improvement and operational excellence.
Overview
12
12
years of professional experience
1
1
Certification
Work History
NEE Tier 2 Technical Support Coach
Verizon Wireless
Casa Grande, AZ
06.2024 - 10.2024
- I play a critical role in guiding and supporting a team of Tier 2 NEE agents. My responsibilities include providing expertise and solutions for escalated technical issues that frontline agents are unable to resolve, ensuring timely and accurate resolution for complex customer issues.
- I am also tasked with mentoring, training, and developing the skills of the Tier 2 NEE Team to enhance troubleshooting effectiveness and customer satisfaction. Additionally, I monitor metrics, offer feedback, and collaborate with other departments to improve processes and communication channels.
- I also ensure that the team adheres to company policies, technical procedures, and best practices in problem-solving.
Tier 2 Technical Support Representative
Verizon Wireless
Casa Grande, AZ
02.2023 - 09.2024
- I am responsible for resolving complex technical issues related to devices, services, and network connectivity that tier 1 support cannot address.
- I provide exceptional customer service by actively listening, offering clear solutions, and guiding customers through device settings and software updates. Additionally, I document and escalate unresolved issues, and maintain internal knowledge bases with Tier 3 Technical Support.
- Follow-up communications are conducted to ensure customer satisfaction, and to stay informed about new products and updates. I am expected to meet performance metrics and collaborate with other support teams to enhance overall service quality.
NEE Tier 1 Support Fundamentals Coach
Verizon Wireless
Casa Grande, AZ
09.2022 - 02.2023
- I am responsible for guiding and mentoring a team of frontline customer service agents who handle basic customer inquiries and troubleshooting. My primary role is to develop the skills and knowledge of the frontline team by providing training, feedback, and support, ensuring that agents are effective in resolving customer issues related to devices, network connectivity, and account services.
- I monitor the team's performance, track key metrics, and identify areas for improvement, offering targeted coaching to improve efficiency and customer satisfaction. Additionally, I also work closely with leadership to implement best practices.
- Practices ensure adherence to company policies and foster a positive, productive work environment that enhances both team development and the overall customer experience.
Support Fundamentals
Verizon Wireless
Chandler, AZ
04.2021 - 02.2023
- I am responsible for providing foundational technical support to customers, focusing on resolving common issues related to devices, network connectivity, and account services.
- I am involved with answering customer inquiries, troubleshooting basic technical problems, and offering step-by-step guidance for resolving issues. I serve as a first point of contact, ensuring customers receive prompt and accurate assistance, while escalating more complex problems to higher-tiered support when necessary.
- Additionally, I am expected to stay up-to-date on product knowledge, service offerings, and troubleshooting techniques to ensure the delivery of high-quality customer service. Clear communication and maintaining a customer-centric approach are key aspects of my responsibilities.
Transfer Of Service Agent
Verizon
Chandler, AZ
05.2020 - 04.2021
- I am responsible for assisting customers with the process of transferring their wireless service from one account to another, or to a new individual account. My role involves guiding customers through the required.
Steps, ensuring that all necessary documentation and information are provided, and facilitating a smooth transition of account ownership. - I handle inquiries related to eligibility, plan options, device compatibility, and any fees associated with the transfer process.
- Additionally, I must, in compliance with Verizon company policies, verify customer information to prevent fraud, and provide clear instructions on finalizing the transfer. Throughout the process, I aim to maintain a positive customer experience by offering efficient, accurate, and courteous service.
Customer Service Representative
Verizon Wireless
Chandler, AZ
01.2018 - 05.2020
- I am dedicated to delivering exceptional service by addressing a wide range of customer inquiries and concerns. My responsibilities include handling billing questions, troubleshooting device or service issues, assisting with plan changes or upgrades, and resolving account-related problems.
- I act as the voice of the customer, ensuring each interaction is handled with care, empathy, and professionalism. I must stay informed about Verizon's products, services, and promotions to provide accurate information and personalized recommendations.
- I am also tasked with resolving issues efficiently, escalating complex cases when necessary, and striving to enhance the customer experience through proactive problem-solving and clear communication.
Printer
Groupe STAHL
Chandler, AZ
08.2017 - 12.2017
- I am responsible for operating and maintaining printing equipment used to produce high-quality customer heat transfers, graphics, and other textile printing products.
- My tasks include setting up machines, selecting appropriate materials, and ensuring that designs are accurately transferred onto garments or other items according to customer specifications. I must conduct quality checks throughout the process, monitor ink and material usage, and troubleshoot any issues that arise during production.
- I also ensure that the printing process adheres to safety and quality standards. Additionally, I collaborate with other team members to meet production deadlines and maintain an efficient workflow, while keeping up with the company's quality control guidelines.
Infantry Fire Team Leader
United States Marine Corps
Jacksonville, NC
08.2012 - 08.2017
- I am responsible for leading and managing a small team of Marines in combat and training operations. My primary duties include planning and executing tactical missions, ensuring the safety and effectiveness of my team, and maintaining accountability for personnel, equipment, and resources.
- I provide hands-on leadership in combat situations, making quick decisions under pressure while directing fire and maneuver strategies. Additionally, I mentor and train my team members in essential infantry skills, such as marksmanship, land navigation, and communication.
- I am also tasked with ensuring discipline, morale, and readiness, while coordinating with higher-ranking leaders to accomplish mission objectives.
Education
High School Diploma -
Maricopa High School
Maricopa, AZ05-2012
Skills
- Feedback delivery
- Task delegation
- Coaching techniques
- Task prioritization
- Talent management
- Time management abilities
- Training program development
- Interpersonal communication
- Written communication
- Self motivation
- Classroom expertise
- Technical training
- Skill building
- Group discussion facilitation
- Data organization
- Employee engagement
- Leadership development
- Active listening
- Training material development
- Job skill building
- Training facilitation
- Critical thinking
- E-learning tools
- Interpersonal skills
- Reliability
- Teamwork and collaboration
- Procedure manual writing
- Employee performance reviews
- Data entry
- Compliance training
- Prepare materials
- Training evaluation
- Workshop facilitation
- Online training experience
- Project management
- Course materials development
- Online training
- Problem-solving aptitude
- Multitasking
- Organizational skills
- Continuous improvement
- Verbal and written communication
- Analytical skills
- Attention to detail
Accomplishments
- 02/22/2022 Verizon Awards and Recognition Title #YOUROCK for outstanding customer service
- 10/18/2022 Verizon Awards and Recognition Title #YOUROCK for Peer-to-Peer support
- 11/5/2023 - 06/17/2024 Point of Contact for Supervisor: I served as the primary liaison between team members and the supervisor, ensuring clear communication and the smooth flow of information. I assisted with resolving my peers' escalation situations, coordinating tasks, and distributing important updates and policy changes from leadership to the team. I additionally help my supervisor in tracking team performance, identifying areas for improvement, and providing feedback to enhance overall efficiency and customer satisfaction
- 10/25/2023-10-28-2024 Verizon Home Internet Task Force: We are responsible for supporting the deployment, maintenance, and customer service aspects of Verizon's home internet services. Our duties include troubleshooting technical issues, optimizing network performance, and ensuring smooth service installation for customers. Additionally, we collaborate with cross-functional teams, such as Tier 3 technical support, to enhance service quality, resolve escalations, and improve the overall customer experience with Verizon's home internet products
Certification
- AGILE Project Management Certified 09/30/2024
Languages
English
Professional
References
References available upon request.
Timeline
NEE Tier 2 Technical Support Coach
Verizon Wireless
06.2024 - 10.2024
Tier 2 Technical Support Representative
Verizon Wireless
02.2023 - 09.2024
NEE Tier 1 Support Fundamentals Coach
Verizon Wireless
09.2022 - 02.2023
Support Fundamentals
Verizon Wireless
04.2021 - 02.2023
Transfer Of Service Agent
Verizon
05.2020 - 04.2021
Customer Service Representative
Verizon Wireless
01.2018 - 05.2020
Printer
Groupe STAHL
08.2017 - 12.2017
Infantry Fire Team Leader
United States Marine Corps
08.2012 - 08.2017
High School Diploma -
Maricopa High School