Bruno Durand
Loxahatchee,FL
Summary
Results-driven professional with over 10 years of experience in customer service, skilled at understanding and balancing both business objectives and customer needs. Proficient in troubleshooting technical issues and delivering support across Windows, Linux, and Mac operating systems, with a strong foundation in problem-solving and efficient issue resolution
Overview
12
12
years of professional experience
Work History
Loss Draft Specialist
Assurant
Loxahatchee Groves, FL
12.2022 - Current
- Analyzed loss draft claims to ensure compliance with company policies and regulatory requirements.
- Coordinated communication between clients, contractors, and insurance adjusters to facilitate timely claim resolution.
- Reviewed documentation for accuracy and completeness, minimizing errors in processing claims.
- Developed comprehensive reports detailing claim statuses and trends for management review.
Technical Support Lead
Teleperformance USA
Lauderdale Lakes, FL
11.2018 - 12.2022
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Assisted in training new employees on technical support procedures and customer service best practices.
- Oversaw escalation processes, ensuring timely resolution of high-priority technical issues for clients.
Technical Support Representative
IQor Global Services
Miramar, FL
09.2014 - 01.2018
- Provided technical assistance to customers via phone and email, resolving issues efficiently.
- Diagnosed hardware and software problems using system tools and troubleshooting methodologies.
- Documented customer interactions in CRM systems, ensuring accurate record-keeping of support requests.
- Collaborated with team members to develop knowledge base articles for common technical issues.
Education
Computer Engineering
Miami Dade College
Miami, FL06-2027
Skills
- Remote support
- Software knowledge
- Incident management
- Network administration
- Organizational Skills
- Microsoft Windows, Office,
- Knowledge on Google Workspace & Suite
- Knowledge on MacOS and LinuxOS
- Technical Troubleshooting
- Friendly and Patient
- De-Escalation Techniques
- Client Rapport-Building
Timeline
Loss Draft Specialist
Assurant
12.2022 - Current
Technical Support Lead
Teleperformance USA
11.2018 - 12.2022
Technical Support Representative
IQor Global Services
09.2014 - 01.2018
Computer Engineering
Miami Dade College