Summary
Overview
Work History
Education
Skills
Certification
Timeline
SoftwareEngineer

Ernesto Mason

Topeka,KS

Summary

Hard working professional, capable of quickly learning new skills and systems. Deeply experienced working in a team with, and providing excellent customer service to, all people. Committed to being being as helpful and proactive as possible. CompTia Network+ certified technology support specialist, currently studying Spanish.

Overview

8
8
years of professional experience
1
1
Certificate

Work History

Technical Assistance Center Agent

SparkLight
12.2022 - Current
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of technologies and services and creating proactive, positive experiences.
  • Met or exceeded all key performance metrics and overall company goals, exceeding monthly metrics by as much as 25%.
  • Provided prompt resolution to customers via telephone
    and/or e-mail to assist with a variety of customer
    inquiries and issues .
  • Performed complex diagnostic troubleshooting to resolve
    voice, video & data service issues.
  • Strived for first call resolution while handling all issues
    with urgency, ownership and accountability.
  • Leveraged a variety of software applications to manage customer account information and diagnose and resolve technical difficulties.
  • Communicated independently, effectively, clearly and
    professionally with managers, supervisors, and other
    employees to establish and maintain considerate and
    cooperative relationships.
  • Provided training assistance for new
    employees, participated in cross training and volunteered to test and pilot new company wide systems and tools.

Server

Iron Rail Brewing
04.2022 - Current
  • Demonstrated strong ability to work well, both individually and as a team member, in order to provide the best customer service possible for all.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Displayed ability to quickly assess and address problems for the most optimal outcome.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Trained new team members on restaurant procedures, menu items and performance strategies.
  • Successfully served 10's of thousands of happy customers over many years of serving.

Loan Officer

Nexa Mortgage
02.2021 - 05.2022
  • Submitted loan applications to underwriter for verification and recommendations.
  • Originated, reviewed, processed, closed and administered customer loan proposals.
  • Maintained strict confidentiality of bank records and client information.
  • Complied with regulatory requirements of Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
  • Remained current on new software and technology in the mortgage industry.
  • Proactively identified solutions for customers experiencing credit issues.
  • Explained very technical financial information to applicants in easy to understand language.
  • Answered calls from customers and referral partners responding to inquiries in a professional manner.

Account Manager

Six Rings Media
09.2020 - 05.2022
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Troubleshot customers technical problems with account access and set up.
  • Provided accurate and consistent resolution to customer problems through use of standard operating procedures.
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Provided fast feedback to leadership regarding service failures and client concerns.

Server

Darden Restaurant Group
07.2016 - 04.2022
  • Demonstrated a strong ability to work well, both individually and as a team member, in order to provide the best customer service possible for all.
  • Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  • Displayed the ability to quickly assess and address problems for the most optimal outcome.
  • Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  • Trained new team members on restaurant procedures, menu items and performance strategies.

Lead Line Cook

Panda Express
08.2015 - 07.2016
  • Entrusted with proper training of employees at grand opening of a new restaurant in another state.
  • Created identical dishes numerous times daily with consistent care, attention to detail and quality.
  • Maintained well-stocked stations with supplies and spices for maximum productivity.
  • Upheld optimal staff and customer protections by monitoring food handling, cleaning and sanitation protocols.
  • Unloaded food supplies from distributor trucks to efficiently organize inventory.

Education

Associate of Science - Science

Allen Community College
Burlingame, KS
05.2019

High School Diploma -

Hayden High School
Topeka, KS
05.2015

Skills

  • Customer Service and Rapport
  • Software troubleshooting
  • Network administration
  • Conflict and Complaint Resolution
  • Security Best Practices
  • Team Player
  • Network Protocol Analysis
  • Quick and eager learner

Certification

CompTIA Network+
CompTIA Security+ expected test date: 31 Aug 2023

Timeline

Technical Assistance Center Agent

SparkLight
12.2022 - Current

Server

Iron Rail Brewing
04.2022 - Current

Loan Officer

Nexa Mortgage
02.2021 - 05.2022

Account Manager

Six Rings Media
09.2020 - 05.2022

Server

Darden Restaurant Group
07.2016 - 04.2022

Lead Line Cook

Panda Express
08.2015 - 07.2016

Associate of Science - Science

Allen Community College

High School Diploma -

Hayden High School

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