Armando De La Paz
Sellersburg,IN
Summary
Dynamic professional with a proven track record at Global Payments, excelling in team development and customer service. Spearheaded initiatives that enhanced organizational effectiveness and optimized business processes. Multilingual and self-sufficient, I fostered a culture of continuous improvement, driving impactful training programs and resolving high-priority issues efficiently.
Overview
11
11
years of professional experience
Work History
Manager, Dealer Technical Support
Global Payments
Jeffersonville, IN
06.2023 - Current
- Established a Dealer Support team.
- Meet with key stakeholders to drive initiatives and ensure product success.
- Help resolve urgent issues by working cross-functionally to ensure quick resolutions.
- Resolve high-priority issues presented by the Dealer Advisory Board.
- Focus on Business Optimization and Team Development.
Supervisor, Technical Support
Global Payments
Jeffersonville, IN
04.2022 - Current
- Directed and supervised six tier-2 team members.
- Conducted thorough reviews of product documentation before release, ensuring accuracy.
- Developed training materials for new hires in the Technical Support team.
- Identified opportunities for process improvement in the Technical Support department.
- Resolved escalated customer service issues within established timelines.
- Performed root cause analysis on recurring technical issues reported by customers.
Technical Support Technician
Global Payments
Jeffersonville, IN
10.2020 - Current
- Empowered team members by providing supplementary training and training incoming new hires.
- Worked on keeping up to date with current issues, procedures and updating our knowledgebase for our team
- Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
- Demonstrated advanced product knowledge to solve customer issues.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Director
Chick-Fil-A Inc.
Clarksville, IN
03.2014 - 05.2020
- Invested in team members and provided genuine feedback to facilitate individual growth.
- Cultivated and maintained relationships to promote positive work culture.
- Analyzed training needs to develop new programs or modify and improve existing.
- Generated daily operational and sales reports for corrective action or continuous improvement.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
Education
Bachelor of Science - Business Administration
Indiana University Southeast
New Albany, IN01.2023
Skills
- Multilingual
- Quick learner
- Agile and adaptable
- Project management
- People Focused
- Knowledge Sharing
- Assertive Communicator
- Employee Learning and Development
Affiliations
- Graduated Jefferesonville Highschool Honors Diploma (2017)
Timeline
Manager, Dealer Technical Support
Global Payments
06.2023 - Current
Supervisor, Technical Support
Global Payments
04.2022 - Current
Technical Support Technician
Global Payments
10.2020 - Current
Director
Chick-Fil-A Inc.
03.2014 - 05.2020
Bachelor of Science - Business Administration
Indiana University Southeast
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