Daniel Matheus Duran Henriques
Charlotte,NC
Summary
Bilingual Lead Fiber Technician with extensive experience in customer service, troubleshooting, and problem resolution within the telecommunications industry. Adept at handling customer inquiries, explaining technical issues in clear, understandable terms, and providing solutions to ensure satisfaction. Proven ability to manage service accounts, resolve billing issues, and follow up with customers to maintain relationships and drive results. With a background in customer service, collections, and technical support, I am excited to leverage my strong communication, negotiation, and problem-solving skills in the Collections Specialist role at OneMain. Known for being detail oriented, goal driven, and maintaining compliance with company policies and regulations.
Overview
6
6
years of professional experience
Work History
Fiber Optic Technician
Ripple Fiber
05.2024 - Current
- Act as both a fiber optic technician and a customer service representative, handling customer inquiries and technical service requests on a daily basis.
- Use a company issued work phone to manage customer communication, schedule appointments, provide technical support, and resolve issues in real time.
- Troubleshoot service interruptions and address customer concerns, ensuring clear, professional explanations of technical issues and providing effective solutions.
- Perform follow-up calls to ensure customers are satisfied with the service and assist with any additional needs or technical problems.
- Document customer interactions and service details in internal systems, ensuring accurate records for future follow-ups and seamless service continuity.
- Collaborate with internal teams to resolve complex technical issues, ensuring customers receive the highest level of service and support.
- Build and maintain strong relationships with customers, offering advice on service enhancements and addressing ongoing concerns to ensure continued satisfaction.
- Manage customer accounts, provide updates on service status, and resolve any billing or service-related issues professionally.
Lead Fiber Optic Technician
I5 Fiber
08.2023 - 05.2024
- Installed, tested, and maintained fiber optic systems for residential and commercial clients, ensuring optimal performance and minimal service disruptions.
- Acted as a direct point of contact for customers, addressing technical questions, troubleshooting issues, and providing solutions in a clear, understandable manner.
- Conducted follow-ups with clients post-installation to ensure satisfaction, resolve any outstanding issues, and schedule any necessary maintenance or upgrades.
- Managed customer inquiries related to service setup, performance issues, and account status, ensuring clear and professional communication at all times.
- Coordinated with internal teams to ensure timely resolution of customer issues and tracked service requests to maintain accurate records.
- Provided solutions for service interruptions or technical difficulties, offering alternative options to meet customer needs while maintaining high levels of customer satisfaction.
- Demonstrated strong attention to detail by documenting all customer interactions, ensuring that records were updated and followed up on appropriately.
Cashier / Stock Clerk / Customer Service
Market Basket
02.2022 - 08.2023
- Processed customer transactions quickly and accurately, providing excellent customer service in a fast-paced environment.
- Assisted customers with inquiries about products, pricing, and store policies, ensuring a positive shopping experience.
- Handled customer concerns and complaints, working to resolve issues in a professional manner and ensure satisfaction.
- Restocked shelves and organized product displays, maintaining store appearance and ensuring items were available for customers.
- Collaborated with team members to meet daily operational goals and ensure efficient store operations.
- Supported the customer service desk by answering calls, assisting with returns, and addressing customer feedback.
- Provided bilingual (English/Spanish) support to Spanish-speaking customers, ensuring clear communication and satisfaction.
Customer Service Collections Representative
Lubricadora Barcelona-Family-Owned Oil Change Store
01.2020 - 01.2022
- Managed day-to-day customer interactions, providing service information, handling inquiries, and addressing concerns to ensure customer satisfaction.
- Collected payments for oil change services, processed in-store credits, and ensured all transactions were accurately recorded.
- Assisted customers with purchasing additional automotive products such as oil, coolant, and other car fluids, explaining product benefits and making recommendations.
- Handled incoming calls, scheduled appointments, and managed customer accounts, ensuring accurate billing and payment information was recorded.
- Developed and maintained relationships with other local stores, coordinating the sale and transfer of automotive products such as oils and fluids, contributing to increased sales.
- Provided professional customer service by resolving issues related to payments, invoicing, and service disputes, ensuring smooth operations and repeat business.
- Implemented effective follow-up with customers on outstanding payments, reminding them of balances and resolving any issues related to account discrepancies.
Education
No Degree - Business Management
Universidad Espiritu Santo
Guayaquil, Ecuador11-2028
High School Diploma -
Alvirne Highschool
Hudson, NH06-2021
Skills
- Network troubleshooting
- Telecommunications infrastructure
- Customer support
- Technical training
- Bilingual (Fluent in English & Spanish)
- Verbal & Written Communication
- Customer Relationship Management (CRM) Software
- Payment Plan Negotiation
- Conflict Resolution & Empathy
- Time Management & Multitasking
- Attention to Detail & Data Entry
- Compliance with Debt Collection Regulations (FDCPA)
- Microsoft Office Suite (Excel, Word, Outlook)
- Problem-Solving & Critical Thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Fiber Optic Technician
Ripple Fiber
05.2024 - Current
Lead Fiber Optic Technician
I5 Fiber
08.2023 - 05.2024
Cashier / Stock Clerk / Customer Service
Market Basket
02.2022 - 08.2023
Customer Service Collections Representative
Lubricadora Barcelona-Family-Owned Oil Change Store
01.2020 - 01.2022
No Degree - Business Management
Universidad Espiritu Santo
High School Diploma -
Alvirne Highschool