Carlos Pinilla
West New York, carlos,United States
Summary
With over 5 years of experience in customer service and sales, I am a tech-savvy Mobile Expert at T- Mobile, where I provide personalized and effective solutions for diverse tech needs. I have a Google IT Support certification that enables me to troubleshoot and resolve problems related to devices and account services, as well as to educate customers on the latest tech products and features. I am also passionate about graphic design and have an associate degree in computer graphics. I have skills in computer animation, web design, and banner designing, which I utilize to create engaging and appealing visuals for various projects and platforms. I am motivated by the challenge of finding the best fit between customer needs and tech solutions, and I strive to deliver excellent customer service and satisfaction. Outgoing Wireless Sales Associate 10 years of expertise in fast-paced retail environments. Skillful in promoting sales and answering questions regarding calling plans and technology. Committed to maintaining customer satisfaction and achieving sales goals. Solid team player with positive attitude and in-depth knowledge of communications industry.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Mobile Expert - Part-Time
T-Mobile
11.2021 - Current
- Asked personalized questions and identified products that matched customers needs
- Sustained ongoing customer relationships by building rapport and trust
- Delivered results by meeting monthly sales goals in minimum of 5 out of 7 categories including handset, tablet service devices, device protection, accessories and extra features
- Troubleshoot and resolved problems related to devices and account services
- Maintained weekly and monthly ongoing training in areas of sales, customer service, new products and services, operations and policy
- Operated and reconciled cash registers and credit machines and prepared opening and closing deposits
- Displayed exemplary customer service during difficult interactions by employing empathy, positive attitude, and focusing on solutions
- Maintained sound knowledge of company product suites.
- Monitored wireless sales space to establish familiarity with various carriers.
- Performed in-store product demonstrations at assigned events.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
Information Technology Specialist - Part-Time
Freelancer
10.2018 - 07.2021
- Responsible for maintenance and backup of internal development servers
- Support of legacy desktops, laptops and servers
- Evaluate new hardware and software to meet company requirements
- Provide technical advice and assistance to office staff as needed
- Monitor or optimize performance, security, backup, and recovery of database.
- Plan, develop, and manage all IT services, programs, and support throughout enterprise
- Provide internal IT support (server security, software updates, and hardware maintenance
- Optimize use of social media platforms for business purposes
- Research, design, and implement appropriate technologies to support and improve corporate communications, access to information, and end-user productivity
- Liaise with vendors and service providers to ensure efficient and cost-effective acquisition of technology purchases; oversee warranties and service agreements
- Stay informed on new or emerging trends and technologies that provide clear benefits to organization, business partners, and/or customers
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Claims Coordinator - Full Time
Hubbell Lighting
09.2017 - 07.2018
- First point of contact for discrepancies
- Responsible for fully documenting all claim requests in appropriate systems, this includes gathering pictures, BOL's, and delivery receipts
- Investigates claims through various avenues, both internal and external, for resolution of claim
- Elevate claim to Manager when appropriate
- Identify and report to manager all non-compliant occurrences
- Identify disputed claims and forward to appropriate parties for resolution
- Develop productive working relationships with internal/external customers
- Adhere to finance policies, procedures and internal controls
- Assistance with additional assignments and projects as needed.
- Organized and participated in claim review meetings and new business presentations.
Information Technology Specialist - Full Time
2020 Communications
04.2012 - 01.2017
- Troubleshoot, resolve hardware and software issues for end-users
- Install and configure software applications and updates
- Manage user accounts and permissions in Active Directory
- Provide technical support for remote users via phone and email
- Monitor and maintain network infrastructure, including switches and routers
- Conduct regular backups and disaster recovery testing
- Collaborate with other IT teams to implement new technologies and systems
- Conduct security audits and implement security measures to protect against cyber threats
- Train end-users on new software and hardware systems
- Maintain inventory of hardware and software assets and order new equipment as needed
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Graphic Designer / Customer Service - Full Time
Graphic Solutions & Signs
01.2008 - 01.2012
- Develop creative imagery for marketing materials, such as brochures, postcards, business cards, catalogs, and packaging
- Created 3D models and animation for clients.
- Developed infographics to better communicate complex data.
- Design and manage digital marketing assets, including social media graphics, email templates, and website banners
- Coordinate and execute digital marketing campaigns, including SEO, SEM, and social media advertisement
- Analyze and report on digital marketing performance, identifying areas for improvement
- Collaborate with marketing team to develop and implement marketing strategies
- Stay up-to-date with industry trends and best practices in graphic design and digital marketing
- Design and create visually appealing digital and print materials, including social media graphics, email templates, and flyers
- Coordinate and execute digital marketing campaigns across various platforms, such as social media and email
- Monitor and analyze digital marketing performance, making recommendations for improvements
- Collaborate with marketing team to develop and implement marketing strategies
Client Retention Specialist - Full Time
Creditors Relief
01.2010 - 12.2010
- Provide comprehensive information about financial hardship debt program to clients, ensuring understanding of benefits, process, and available options
- Documented details surrounding conversations, complaints, comments and actions taken to assist CRM.
- Implemented billing, collections and related interfaces to streamline customer retention processes.
- Engaged with customers to determine needs and present appropriate resolutions.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Developed new strategies for customer retention activities.
- Display empathy and active listening skills to understand and deescalate upset clients, addressing their concerns and alleviating their stress regarding their financial situation
- Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress
- Maintain accurate and detailed records of all client interactions and program progress in CRM system
- Assess client's current financial situation and determined most appropriate options to help them achieve their goal of becoming debt-free
Education
Bachelor of Science - Information Technology, Information Technology
University of Phoenix
Arizona City, AZ01.2027
Associate of Applied Science - Computer Graphics
Bergen Community College
Paramus, NJ01.2025
High School Diploma -
Cliffside Park High School
Cliffside Park, NJ06.2004
Skills
- Software updates
- End-user support
- LAN protocols
- Hardware installations
- Device configuration
- Document review
- Security Protocols
- Report preparation
- Complaint resolution
- Sales expertise
- Training development aptitude
- POS systems expert
- Creative problem solving
- Order fulfillment
Certification
Google IT Support
Languages
Spanish
Full Professional
Timeline
Mobile Expert - Part-Time
T-Mobile
11.2021 - Current
Information Technology Specialist - Part-Time
Freelancer
10.2018 - 07.2021
Claims Coordinator - Full Time
Hubbell Lighting
09.2017 - 07.2018
Information Technology Specialist - Full Time
2020 Communications
04.2012 - 01.2017
Client Retention Specialist - Full Time
Creditors Relief
01.2010 - 12.2010
Graphic Designer / Customer Service - Full Time
Graphic Solutions & Signs
01.2008 - 01.2012
Bachelor of Science - Information Technology, Information Technology
University of Phoenix
Associate of Applied Science - Computer Graphics
Bergen Community College
High School Diploma -
Cliffside Park High School