Idalia Reyes
El Paso,TX
Summary
Qualified Advanced Technical Support Specialist with 13 years of help desk and customer service experience. Provides comprehensive device support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues.
Overview
14
14
years of professional experience
Work History
Bilingual Messaging
Verizon Wireless
El Paso , TX
05.2018 - Current
- Technical Support
- Retention/Customer Service
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered live online chats to give quick answers and solve problems faster.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Exceeded goals through effective task prioritization and great work ethic
Supervisor Customer Care
T-Mobile
Albuquerque, NM
10.2015 - 09.2017
- Leading team of 10 to provide outstanding customer service
- Increasing performance through top rated sales environment
- Leading and developing representatives to achieve maximum performance
- Supervised 10 Experts in providing excellent customer service to callers requiring assistance for Billing and Technical support issues.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
Quality Analyst Tech
T-Mobile
Albuquerque, NM
11.2008 - 10.2015
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
Tech Support Specialist
T-Mobile
Albuquerque, NM
12.2007 - 11.2008
- Member of Best Place To Perform Committee
- Assisted in troubleshooting PDA and Android Devices to provide resolution and a great customer experience
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Bilingual Customer Service Representative
T-Mobile
Albuquerque, NM
02.2007 - 12.2007
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
Education
No Degree - Nursing Science
Central New Mexico Community College
Albuquerque, NMNo Degree - Business Management
Strayer University
RemoteSkills
- Issue and Resolution Tracking
- Service Schedule Coordination
- Analytical and Methodical
- Multitasking and Prioritization
- Microsoft Certification
- Organizational Skills
- Troubleshooting Network Issues
- Collaborative Team Player
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Bilingual Messaging
Verizon Wireless
05.2018 - Current
Supervisor Customer Care
T-Mobile
10.2015 - 09.2017
Quality Analyst Tech
T-Mobile
11.2008 - 10.2015
Tech Support Specialist
T-Mobile
12.2007 - 11.2008
Bilingual Customer Service Representative
T-Mobile
02.2007 - 12.2007
No Degree - Nursing Science
Central New Mexico Community College
No Degree - Business Management
Strayer University