Summary
Overview
Work History
Education
Skills
References
Timeline
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Anthony Guerra

Murfreesboro,TN

Summary

Versatile professional with strong, quick-learning capabilities, and adaptability to diverse environments. Demonstrated skill in rapidly assimilating new information and implementing it to achieve goals. Focused on ongoing development, and effectively managing transitions. Prepared to enhance team performance and align with organizational goals.

Overview

8
8
years of professional experience

Work History

Supervisor, Technical Support

Hydrafacial
Long Beach, California
05.2023 - 03.2025
  • Supervised technical support team to enhance service delivery and customer satisfaction.
  • Managed ticketing system to prioritize and resolve customer issues efficiently.
  • Developed training materials for new hires to improve onboarding processes.
  • Conducted performance reviews to assess team skills and identify improvement areas.
  • Coached employees on improving their communication skills when interacting with customers.
  • Facilitated weekly meetings to discuss challenges and share best practices among staff.
  • Conducted regular performance reviews with direct reports.
  • Established standard operating procedures for troubleshooting common technical issues.
  • Provided escalated support for complex technical inquiries from customers and staff.
  • Implemented quality assurance protocols to ensure accuracy of customer information.
  • Tracked employee attendance, leave requests, overtime hours.
  • Collaborated with other departments to resolve complex customer inquiries or complaints.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
  • Assigned tasks to staff members based on individual skillsets.
  • Reviewed product documentation prior to release ensuring accuracy and completeness.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Assisted in the development and updating of technical documentation and support guides.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Managed communication with global partners and vendors effectively.
  • Collaborated with various departments to streamline operational workflows globally.
  • Compiled data on international complaints and trends for collaboration between domestic and international operations.

Technical Support Operations Lead

Hydrafacial
Long Beach, California
06.2022 - 05.2023
  • Delegated work to staff, setting priorities and goals.
  • Resolved record-breaking backlog of support tickets following major device malfunctions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various processes and procedures.
  • Assigned work and monitored performance of personnel.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed completed work to verify consistency, quality and conformance.

Technical Support Representative

Hydrafacial
Long Beach, CA
02.2018 - 06.2022
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Employed Salesforce and other ticket support systems.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
  • Mentored international technologists and support professionals to provide professional development and skill enhancement.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Worked with customer service supervisors to resolve an average of 20+ customer concerns on a daily basis.
  • Assisted with on-site repairs and troubleshooting for clients.
  • Process warranty orders and company returns using an ERP system
  • Coordinate with Logistics to ensure timely deliveries
  • Delegated daily tasks and managed workload
  • Provided after hours support for technical issues and troubleshooting.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Fostered relationships with product support staff, technical personnel, sales leaders and finance team to transform and strengthen business processes.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Collected customer feedback, passing information to Quality Assurance for review.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Cross-trained on Repair Services and Customer Care roles in order to provide skilled back-up.

Courtesy Clerk

Stater Brothers
Norwalk, CA
11.2016 - 01.2018
  • Packaged or bagged purchases and assisted customers with in-vehicle loading.
  • Delivered exceptional customer service by greeting customers and directing to desired items.
  • Promoted and explained loyalty programs to customers.
  • Provided excellent customer service by being friendly and courteous at all times.
  • Maintained cleanliness and organization of checkout areas and shopping carts.

Education

High School Diploma -

Warren High School
Downey, CA
06.2014

Skills

  • Hardware Diagnostics
  • Customer Support Needs Assessment
  • Technical Troubleshooting
  • Customer Service Support
  • Attention to Detail
  • Verbal and Written Communication
  • Resolving Problems and Incidents
  • Teamwork and Collaboration
  • Defect Analysis and Resolution
  • Collaborative Team Player
  • SLA management
  • Escalation management
  • Customer support management

References

References available upon request.

Timeline

Supervisor, Technical Support

Hydrafacial
05.2023 - 03.2025

Technical Support Operations Lead

Hydrafacial
06.2022 - 05.2023

Technical Support Representative

Hydrafacial
02.2018 - 06.2022

Courtesy Clerk

Stater Brothers
11.2016 - 01.2018

High School Diploma -

Warren High School

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