Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ERIC BENITES

Queens,NY

Summary

Detail-oriented operations manager with over 10 years of experience in technical support, hardware repair, and operational management. Proven expertise in diagnosing and resolving complex hardware and software issues, conducting advanced mobile device repairs, and leveraging proprietary tools to ensure optimal functionality. Skilled in delivering cross-functional technical training, troubleshooting escalated IT concerns, and providing both remote and on-site support to end users and service teams. Recognized for a hands-on approach to problem-solving, exceptional customer service skills, and a strong commitment to enhancing IT systems and processes.

Overview

9
9
years of professional experience

Work History

Customer Service Video Repair Agent

Charter / Spectrum
05.2025 - Current
  • Troubleshoot and resolved technical issues with Spectrum’s video services and equipment through phone-based support.
  • Delivered empathetic, clear communication to understand customer needs and build positive relationships.
  • Applied knowledge of Spectrum’s video products, services, and billing systems to provide accurate and efficient support.
  • Handled 30+ calls daily in a fast-paced call center environment while utilizing multiple Charter systems.

Regional Operations Manager

Samsung
01.2019 - 01.2025
  • Performed on-site visits with service partners (UBreakiFix, Best Buy, Batteries Plus) to perform process improvement tasks, gather, disseminate information, and perform standard audits and assessments.
  • Provided additional repair and system management trainings to partner store leadership which consisted of device disassembly and reassembly, proper use of Samsung proprietary tools and jigs and use of Samsung proprietary software (Galaxy Diagnostics, IMEI Cloud, Samsung FENRIR).
  • Fully engaged in assigned region (NY, NJ, PA, TN), having a comprehensive working knowledge of their service operations - front-of-house and back-of-house assessment of stores, identifying process and operational strengths and opportunities, and action item follow up to ensure each store operates within authorized repair guidelines.
  • Provided additional virtual cross-functional tech support utilizing Cisco Webex to authorized network. Main duties included ticket support through Zendesk and Sprinklr, exception approvals, system usage, technical repair hardware and software support.
  • Analyzed KPI performance using Medallia to determine trends, corrective action opportunities and identify under-performing agents.

Hardware Technician Supervisor

Samsung 837
12.2018 - 01.2019
  • Supervise repair technicians, ensuring high-quality workmanship and adherence to performance standards.
  • Provide coaching and support to technicians, monitoring key performance indicators (KPIs) to drive efficiency and improvement.
  • Oversee all repair operations at the location, tracking weekly performance metrics and reporting insights to senior leadership.
  • Conduct targeted training sessions for underperforming technicians to enhance skills and overall service quality.

Hardware Technician

Samsung 837
12.2016 - 12.2018
  • Provide exceptional customer service to consumers seeking assistance with Samsung mobile device issues.
  • Perform Level 2 Hardware device repair which includes:
  • Troubleshooting and diagnostics
  • Complex repairs that require full device disassembly and part replacement
  • Executing software upgrade and advance software loading and recovery
  • Conduct quality and operational checks to ensure repairs meet Samsung Repair standards
  • Assess warranty status and communicates findings to the customer along with Samsung’s Standard Limited Warranty Guidelines and create service tickets

Education

Bachelor of Science - Computer Science

Queens College
08-2027

Skills

  • Computer: Microsoft Office, Windows 11, Android platform, IOS, Fluent in Spanish; Bilingual
  • Diagnostic skills
  • Equipment Repair
  • Customer service
  • Technical diagnosis
  • Teamwork
  • Problem-solving abilities

Languages

English
Native or Bilingual

Timeline

Customer Service Video Repair Agent

Charter / Spectrum
05.2025 - Current

Regional Operations Manager

Samsung
01.2019 - 01.2025

Hardware Technician Supervisor

Samsung 837
12.2018 - 01.2019

Hardware Technician

Samsung 837
12.2016 - 12.2018

Bachelor of Science - Computer Science

Queens College

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