Edgar Uriel Juarez Zavala
San Luis Potosi,San Luis Potosi
Summary
Help Desk Technical Support Specialist with over 5 years of experience in HVAC controls, Smart Home products, and Fire and Safety systems. Progressed from Tier 1 to Tier 2 and finally achieved the title of Technical Support Specialist now in a team of 10 while managing support for over 150 Tier 1 and Tier 2 agents. Recognized for delivering exceptional technical support and enhancing operational efficiency within the department. Aiming to leverage expertise in a challenging role that drives innovation and customer satisfaction gaining even more technical knowledge and abilities.
Following back a history of 6+ years in customer service experience in call centers gaining abilities in Sales, Payment/Billing and HVAC controls proven ability to quickly adapt and excel in diverse environments, driving efficiency and achieving operational goals. Recognized for self-motivation and a strong work ethic that consistently delivers results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Technical Support Specialist
Resideo
San Luis Potosi, San Luis Potosi
08.2022 - Current
- Provide internal support to colleagues in Tier 1 and Tier 2 levels for technical inquiries, paying attention to detail, analyzing the situation, and coming to a conclusion on the solution to the end user's needs.
- Serve as Tier 3 technical support, taking customer escalations for the lower tiers, and resolving the needs and requests of customers and professional HVAC contractors.
- Provide coaching and feedback sessions to agents when required for technical knowledge regarding our products in the HVAC, Smart Home, Fire and Safety industries.
- Higher leadership authorization abilities and skills to create and modify customer accounts, warranty approvals, guidance in processes, and use my best judgment to solve lower-tier doubts, and customer escalation issues.
- Attention to detail during interactions for possible issues with smart home products, smart apps, server issues, and overall issues that could affect our customers, researching possible causes, and escalating to other departments if necessary.
- Collaborate and work alongside supervisors, management, product specialists, quality assurance, and the training team when necessary to resolve complex issues, escalate software issues, and address internal or non-ordinary requests from internal and external customers and HVAC professionals.
- Assist in the development, creation, and updating of technical knowledge documentation and processes for internal representatives of all technical levels.
- Document all internal agents, and customer escalation interactions and resolutions for future use, and have a record in case of needing follow-up.
- SAP is used for order tracking and inventory purposes for products shipped to customers.
- Demonstrated advanced product knowledge to solve customer issues.
Sr. Technical Support Associate (Tier 2)
Resideo
San Luis Potosi, San Luis Potosi
04.2021 - 07.2022
- Provided advanced technical support for professional HVAC contractors, pre-sale questions, and general product information for HVAC suppliers and distributors also.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Recognized by management for providing exceptional customer service and advanced technical knowledge.
- Performed remote troubleshooting sessions with customers using virtual tools such as Techsee live video sessions.
- Handled escalated calls from Tier 1 Technical Support Specialists.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Demonstrated advanced product knowledge to solve customer issues.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Improved operations by working with team members and customers to find workable solutions.
- Created detailed reports of customer interactions and resolutions.
Sr. Technical Support Associate
Resideo
San Luis Potosi, San Luis Potosi
08.2019 - 04.2021
- Resolved a diverse range of technical HVAC, smart home, fire, and safety product issues via phone, live chat, and email platforms, serving as the first point of contact for the end user being Homeowners.
- Performed root cause analysis troubleshooting to identify underlying causes of customer issues.
- Collaborated with higher Tier levels to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with colleagues in both domestic and international support facilities.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Documented every customer interaction to have a record of it and for future use if needed.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Customer Service Sales Representative (Reliant)
Teleperformance
D.F Mexico, D.F Mexico
09.2018 - 05.2019
- Use retention skills and offerings to sale better Energy rates to customers
- Generated quotes, processed payments and documented customer communications for Energy Bills.
- Handled and worked with customer personal and private information always following privacy standards with delicate information
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service to angry customer.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Used consultative sales approach to understand customer needs and recommend relevant offerings for their Energy Bills
- Negotiated prices and set up contracts to finalize sales agreements.
- Communicated professionally with colleagues, freelancers and clients.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved ordering issues over phone with dozens customers daily.
Customer Service Representative (Kohl's)
Teleperformance
D.F Mexico, D.F Mexico
03.2018 - 09.2018
- Recommended products to customers, thoroughly explaining details and guidence or pacing order for them.
- Processed payments and dealt with customers personal information maintaining professional use of it.
- Answered constant flow of customer calls with minimal wait times.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Responded to customer requests for products, services and company information.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Helped customers find specific products, answered questions and offered product advice.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Answered product questions with up-to-date knowledge of sales and promotions.
Event Planner, Party Rentals and Bartender Service
D'Fiesta
Tierranueva, San Luis Potosi
08.2016 - 01.2018
- Formed part of party organization for small and large events meeting customers requirements
- Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards for large groups working under pressure
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Completed rush deliveries on tight timetables to satisfy customer needs.
- Fostered positive working relationships with regular customers.
- Set up orientations and initial training for new employees.
- Resolved customer disputes to maintain positive relationships and increase customer base.
- Customized homes in accordance with luxury and quality standards, continuously surpassing guest expectations.
- Implemented rental asset processes and cleanliness standards.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
- Managed cash and bar revenue during special promotions or sporting events.
Construction Worker
Green Country
Oklahoma City, OK
09.2014 - 07.2015
- Measured dimensions of finished pieces for conformance to specifications.
- Installed new structures, updated systems and replaced worn components to bring buildings up to current codes.
- Brought materials and tools from trucks and storage facilities to work site locations and organized for expected needs.
- Worked independently in fast-paced environment while meeting productivity and quality expectations.
- Gathered waste and trash from job sites for placement in refuse containers to keep job sites clean and organized.
- Utilized hammers, saws, squares, levels and fastening devices to complete projects.
- Completed installation of drywall sheets on commercial and residential properties.
- Prepared panels by sawing, drilling or cutting holes for electrical outlets, air-conditioning units and plumbing.
- Prepared work area, tools and equipment for job site.
- Measured and marked cutting lines on drywall for lengths, heights and penetrations.
- Safely operated electric cordless and hammer drills and cutting torches.
- Effectively used nails, screws, pneumatic nailing systems, concrete anchors, powder-actuated fasteners and framing connectors.
- Cut and installed insulation for residential and commercial buildings.
- Met company and OSHA safety guidelines for work site operations to minimize worker risk.
Waitress
Cheddars
Oklahoma City, OK
08.2013 - 07.2014
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Resolved customer concerns with friendly and knowledgeable service.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Greeted new customers, discussed specials and took drink orders.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Presented food and beverages to guests at tables.
- Bussed and reset tables to keep dining room and work areas clean.
- Checked identification for minimum age for sale of alcoholic beverages.
- Kept server areas clean and stocked to increase efficiency while working tables.
Education
High School Diploma -
TierranuevaTierranuevaTierranuevaPreparatoria Las Americas
Tierranueva, San Luis Potosi06.2014
Middle School Diploma -
Jose Maria Morelos Y Pavon
Tierranueva, San Luis Potosi, Mexico06.2012
Willow Brook Elementary
Oklahoma City, OK06-2006
Skills
- HVAC Controls Specialist Badge Certificate (LP277)- Resideo Academy
- Technical Support Specialist in HVAC, Smart Home, Fire and Safety products
- Leadership and Teamwork
- Microsoft Office Tools use
- Soft skills and Escalations abilities
- SAP order tracking and stock inventory
- Salesforce Operations
- Technical issues analysis and attention to detail
- Problem solving and active listening
- Call center operations
- Customer service expert via phone, email and live chat
- Sales expertise
- First Aid training with badge
- Ordering Procedures
- Performance improvement
- Verbal and written communication
- Logging call information
- Construction knowledge
- Customer Retention Abilities
- Processing Payments
- Computer Skills
Accomplishments
- Was offered multiple job positions, including Supervisor within my 1st year of Customer Service experience in Call Center as a retention attempt.
- Moved up within Resideo Technical Support levels Tier 1 and 2 now achieving the Technical Support Specialist
Certification
- Multiple HVAC Control Specialist Badges and certificates with Resideo Academy LP277
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Help Desk Technical Support Specialist
Resideo
08.2022 - Current
Sr. Technical Support Associate (Tier 2)
Resideo
04.2021 - 07.2022
Sr. Technical Support Associate
Resideo
08.2019 - 04.2021
Customer Service Sales Representative (Reliant)
Teleperformance
09.2018 - 05.2019
Customer Service Representative (Kohl's)
Teleperformance
03.2018 - 09.2018
Event Planner, Party Rentals and Bartender Service
D'Fiesta
08.2016 - 01.2018
Construction Worker
Green Country
09.2014 - 07.2015
Waitress
Cheddars
08.2013 - 07.2014
- Multiple HVAC Control Specialist Badges and certificates with Resideo Academy LP277
High School Diploma -
TierranuevaTierranuevaTierranuevaPreparatoria Las Americas
Middle School Diploma -
Jose Maria Morelos Y Pavon
Willow Brook Elementary
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