Clara Hewitt
Hartly,Delaware
Summary
Enthusiastic and detail-oriented professional with 5 years of hands-on experience in technical support, customer service, and sales roles. Proven track record of providing exceptional support to clients, adeptly troubleshooting technical issues, and cultivating positive customer relationships. Demonstrated success in meeting and exceeding sales targets through effective communication and solution-oriented approaches. Eager to leverage my diverse background and commitment to continuous learning in an entry-level position, bringing a fresh perspective, strong work ethic, and a passion for delivering outstanding service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Support & Sales
Emtelco
02.2019 - 02.2020
- Repair telecommunications services remotely and charged with configuring and monitoring of the network.
- Promote sales of television packages and upsells to existing clients of new products and features.
- Increased customer satisfaction by providing timely and accurate technical support for product inquiries.
- Provided technical troubleshooting and problem solving for clients with installed equipment or system issues.
- Collaborated with the sales team to provide the best experience for the client.
Practical Stage in the Network Operations Center (NOC)
Edatel
07.2018 - 02.2019
- Practical stage carrying out the supervision of the Network Operations Center (NOC) and control of the Telecommunications services.
- Led a team to attend to breakdowns that may arise for any reason and diverting traffic loads as appropriate from the NOC.
- Assisted in failures on the energy network, transport and almost any performance parameter that has to do with the maintenance of our networks.
- Reduced downtime for clients by quickly identifying and resolving network issues.
- Streamlined incident response processes, leading to faster resolution times and minimized business impact.
- Kept detailed records of all incidents, contributing to a comprehensive knowledge base for future reference and analysis.
Customer Service and Technical Support
Teleperformance Call Center
09.2014 - 06.2018
- Customer service, explanation of bills, processing and documentation of requests, complaints, claims or service failures.
- Technical support for telecommunications services by telephone for the Orange Spain line.
- Repair telecommunications services remotely, making use of the tools or applications provided by the company.
- Assign the technical visit if necessary.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
Education
Bootcamp - Cybersecurity Career Track
Springboard
San Francisco, CA05.2024
Associate Degree in Telecommunications -
Politécnico Colombiano Jaime Isaza Cadavid
Medellin, Antioquia03.2020
Skills
- Analytical thinking
- Time management
- CRM software
- Remote support
- Customer relationship management
- Technical support escalation
- Technical Troubleshooting
- Operating Systems
- Windows 10
- File Systems
- Firewall administration
- Basic Python
Certification
- CCNA Routing & Switching - Networks (July 2018)
- CCNA Routing & Switching - Basics (October 2018)
- Pursuing CompTIA Security +
Accomplishments
- Cultivated undeveloped processes generating better support plans and processes.
- Focused on reducing downtime, improving network speeds, and reducing costs through direct interaction and working with the team.
- Performance Driven and strong work ethic.
- Professional manner and outstanding communications, with the ability to make decisions and resolve conflict internally and externally.
Languages
Spanish
Native or Bilingual
English
Professional Working
French
Elementary
Portuguese
Elementary
Timeline
Technical Support & Sales
Emtelco
02.2019 - 02.2020
Practical Stage in the Network Operations Center (NOC)
Edatel
07.2018 - 02.2019
Customer Service and Technical Support
Teleperformance Call Center
09.2014 - 06.2018
Bootcamp - Cybersecurity Career Track
Springboard
Associate Degree in Telecommunications -
Politécnico Colombiano Jaime Isaza Cadavid
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