Years of Customer Service Experience
Fernando Palacios
Edinburg,Texas
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
20
20
Work History
Customer Experience Rep
Spectrum
01.2011 - 01.2012
- Delivered exceptional customer service, resolving inquiries, and complaints
- Maintained detailed records of customer interactions and transactions
- Managed approximately 60-80 incoming calls per day from customers
Life & Health Insurance Sales Agent
Mutual of Omaha
- Identified client financial goals, provided underwriting support, and maintained positive client relations
Customer Service Rep
Time Warner Cable
01.2011 - 01.2012
- Provided expert customer service over the phone, delivering accurate information on products or services, processing orders, and resolving complaints while meeting and excelling KPI goals
- Accurately determined charges for services requested, collected deposits or payments and arranged for billing
- Maintained detailed records of customer interactions or transactions, recording inquiries, complaints, or comments, as well as the actions taken to resolve them
- Checked to ensure that appropriate changes were made to successfully resolve customers' problems, delivering exceptional service
Retail Support Specialist
Framebridge
01.2022 - 01.2023
- Assisted customers with purchasing decisions and product selections through live chat and text support
- Surpassed performance goals while ensuring personalized customer experiences.
- Collaborated with cross-functional teams to Enhance customer support processes
- Handled over 50 live chats and over 30 to 40 emails per shift.
Social Media Administrator
Amigo Pawn & Jewelry
01.2015 - 01.2020
- Managed social media platforms and monitored online activity, contributing to a successful social media presence
- Conducted training sessions to enhance employee social media conduct and interpersonal skills
- Boosted online sales by 90% through effective social media strategies
Licensed Life Insurance Agent
Mutual Of Omaha
02.2014 - 03.2015
- Discovered and collaborated with Lead Generations using methods such as cold calling, networking, referrals, and marketing strategies
- Effectively evaluated clients' financial goals and insurance requirements
- Delivered comprehensive underwriting support for both clients and Mutual of Omaha
- Provided assistance in policy modification, claims handling, and maintained positive client relations
Licensed Life Insurance Agent
New York Life
10.2013 - 04.2014
- Identified and worked with Lead Generations through cold calling, networking, referrals, and marketing strategies
- Successfully assessed the client's financial goals and insurance needs
- Provided thorough underwriting support for both clients and New York Life
- Offered support in policy modification, and claims handling and maintained client relations
Technical Support
T-Mobile
01.2012 - 06.2013
- Provided basic and advanced customer technical troubleshooting services in a call center setting, demonstrating proficiency in technical support while meeting various KPI goals
- Successfully created new accounts, reset passwords, and configured server access and user file management software
- Communicated complex technology-related details in easy-to-understand terms to individuals with diverse backgrounds and in various job positions
- Managed approximately 60-80 incoming calls per day from customers.
Education
Bachelor of Applied Technology - Operation Management
South Texas College
McAllen, TX05-2025
No Degree - IT Tech Support
Course Careers
Online01-2025
Diploma - Audio Engineering
Conservatory of Recording Arts
Tempe, AZ10.2010
Skills
- Azure
- OsTicket
- Active Directory
- Live Chat
- Written Communication
- Retail Support
- Help Desk
- Ticketing System
- Self-Motivated
- Zendesk
- Email Support
- Slack
- Customer Service
- Appointment management
- Product Knowledge
- Team training and development
- Customer Needs Assessment
- CRM Tracking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Retail Support Specialist
Framebridge
01.2022 - 01.2023
Social Media Administrator
Amigo Pawn & Jewelry
01.2015 - 01.2020
Licensed Life Insurance Agent
Mutual Of Omaha
02.2014 - 03.2015
Licensed Life Insurance Agent
New York Life
10.2013 - 04.2014
Technical Support
T-Mobile
01.2012 - 06.2013
Customer Experience Rep
Spectrum
01.2011 - 01.2012
Customer Service Rep
Time Warner Cable
01.2011 - 01.2012
Diploma - Audio Engineering
Conservatory of Recording Arts
Bachelor of Applied Technology - Operation Management
South Texas College
No Degree - IT Tech Support
Course Careers
Life & Health Insurance Sales Agent
Mutual of Omaha
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