Eduardo Lariz
Bastrop ,TX
Summary
Bilingual Technical Operations professional with experience supporting technical and billing operations across the LATAM market. Skilled in troubleshooting complex technical issues, resolving billing concerns, identifying potential fraud risks, and collaborating with engineering, legal, and process teams to deliver effective solutions. Experienced in supporting and onboarding teams, handling escalated cases, and leveraging data and analytics tools including Grafana, Power BI, and Metabase to drive operational performance and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Amazon Team Lead
Amazon
Pflugerville, TX
09.2022 - 08.2024
- Oversaw daily operations, ensuring adherence to safety and quality standards.
- Mentored team members, facilitating skill development and enhancing productivity.
- Coached team members in techniques necessary to complete job tasks.
- Corrected error codes, enhancing speed of product deliveries to customers
- Facilitated high-quality service delivery to customers in diverse communication platforms.
Customer Technical Operations
Spacex
Bastrop
09.2024 - Current
- Deliver assistance to worldwide business accounts related to technical and billing concerns
- Assist team with LATAM accounts requiring troubleshooting and billing support
- Support leadership team in onboarding new hires, including LATAM division.
- Collaborated with various departments including engineers, process planners, and legal teams to identify optimal solutions for specific requests
- Detected minor vulnerabilities in system to mitigate fraud by collaborating with process specialist and legal team
- Continuously achieved results surpassing company average metrics including CSAT, FCR, MPI, RR
- Continuously utilize internal AI models including Grok while delivering critical feedback to appropriate team to enhance performance.
Education
High School Diploma -
Bastrop High School
Bastrop, TX05.2022
Skills
- Leadership skills
- Knowledge on how to use Grafana, Powerbi, Metabase
- English/Spanish to support LATAM market
- Multitasking Abilities
- Take escalated tickets to help de-escalate
- Knowledge with use of different AI’s including Grok
- Billing trained
- Award winning customer operations
- Troubleshoot and provide diagnostics of different Starlink components
Timeline
Customer Technical Operations
Spacex
09.2024 - Current
Amazon Team Lead
Amazon
09.2022 - 08.2024
High School Diploma -
Bastrop High School