Benjamin Aviles Torregrosa

• Supervised product support team, ensuring efficient issue resolution and customer satisfaction.
• Developed training materials to enhance team knowledge and improve service quality.
• Implemented process improvements that streamlined operations and reduced resolution time.
• Conducted performance evaluations, fostering professional development within the team.
• Established an escalation process to ensure timely resolution of critical issues affecting customers operations.

• Coached and trained technicians from beginner to advanced levers.
• Enhanced and managed knowledge base to ensure accuracy and relevance.
• Coordinated ticket assignments and follow-ups to maintain efficient workflow and customer satisfaction.
• Collaborated with technicians to provide strategic support and technical insights, fostering skill development and effective solutions.
• Managed billing processes to ensure timely and accurate invoicing.

• Diagnosed and resolved technical issues for products, ensuring seamless service continuity.
• Handled customer accounts
• Delivered technical support for diverse issues, ensuring prompt resolution.
• Coordinated escalation processes for cases, directing them to the appropriate levels for further action.
• Managed incoming calls with speed and efficiency, ensuring adherence to service level agreements.

•Performed testing and quality verification of electronic units to ensure functionality and compliance with performance standards.
•Diagnosed, troubleshot, and repaired defective electronic equipment, identifying root causes and implementing effective corrective actions.
•Executed software and firmware upgrades, ensuring system compatibility, reliability, and optimal device performance.

• Performed precision soldering of electronic components in accordance with quality standards.
• Installed and upgraded hardware components.
• Cleaned, inspected, and polished products to ensure compliance with quality and presentation standards.
• Verified product specifications and initiated documentation processes.
• Prepared products for shipment, including packaging, labeling, and final inspection.