FERNANDO F. ASTACIO
Miami Lakes
Summary
Detail-oriented Customer Service Representative with extensive experience in telecommunications and technical support. Excellent reputation for resolving problems and improving customer satisfaction. Seeking role of increased responsibility.
Overview
15
15
years of professional experience
Work History
WELCOME AMBASSADOR/FRONT DESK AGENT
MAYFAIR HOUSE HOTEL & GARDEN
07.2022 - Current
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Answered customer questions and pointed individuals in right directions.
- Acted as first point of contact for visiting clients and customers.
- Maintained clean, organized environments for presentable front-of-house areas.
- Provided guests with an outline all features and services of hotel property as well as local history, cultural points of interest, local theaters, movies, dining, etc.
- Processed credit and debit transactions accurately, limiting discrepancies.
- Fielded customer complaints and notified managers.
- Upsold additional services to increase average transaction values.
- Greeted guests at front desk and engaged in pleasant conversations while assisting in check-in and check-out processes.
- Developed and maintained positive relationships with guests for satisfaction.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Insured guest valuables in hotels storage areas.
- Assisted guests with transportation of luggage to and from their room.
- Coordinated guest transportation accommodations upon request.
SUBJECT MATTER EXPERT
SAGE OUTSOURCE SOLUTIONS INC
02.2016 - 11.2021
- Level 1 Technical and Customer Support agent for Citrix and LogMeIn software.
- Handled Billing and Sales calls for inquiring customers.
- Performed retention tactics to persuade canceling customers to stay with the company.
- Handled disgruntled clients by remaining calm and empathetic while suggesting resolutions to their problems.
- Identified and resolved technical issues for clients on SaaS programs for LogMeIn Inc.(Originally owned by Citrix) (GoToMyPC, GoToMeeting, GoToWebinar, GoToTraining, GoToAssist, Grasshopper, LogMeIn Pro, LogMeIn Central, Hamachi VPN.)
- Resolved issues relating remote access, remote printing, multi-monitor display, anti-virus, user reports, firewall configuration, multi-factor authentication, VoIP and phone (toll & toll free) video calling, conference video sharing, webcam sharing, local & cloud recording, video conference hardware, virtual phone system, software integrations, onboarding and tutorials, VPN support, mobile support.
- Documented and maintained record on all calls using Salesforce CRM.
- Installed, configured and monitored new system features based on user needs.
- Provided Subject Matter expertise to new trainees, ensuring excellence in technical performance and maintaining quality of service levels.
- Assembled, installed and tested new equipment and trained users in effective operation.
- Awarded Departments Top Quarterly Performer for Best customer satisfaction reviews and overall production in January 2018.
EDUCATION ADVISOR
DEGREE INSIDER
07.2014 - 07.2015
- Advised and connected potential students with local & online schools based on their areas of interest, level of education, and location.
- On average, dialed out to 200+ clients daily.
- Multitasked between researching schools and keeping potential clients interested and engaged while on the phone.
SUPERVISOR
SE TOYOTA VIRTUAL COMMUNICATION, GLOBAL RESPONSE CORP
09.2009 - 10.2013
- Effectively managed a high-volume of outbound automotive sales calls.
- Oversaw call center employees to ensure customer satisfaction goals were met.
- Developed relationships with auto dealer personnel to satisfy clients requests.
- Averaged 800+ auto sales quotes monthly.
- Provided total cost estimates based on clients request of vehicle specifications.
Education
High School Diploma -
Coconut Creek High School
Skills
- Skilled in call center operations and tech solutions
- Strong problem solving aptitude
- Self-motivated
- Exceptional telephone etiquette
- Proficient computer software knowledge in Microsoft 365(Outlook, Excel, Word), Zoom and video conferencing
- Remote Access: LogMeIn, GoToMyPC, Citrix, VPN
- Bilingual (English & Spanish)
Timeline
WELCOME AMBASSADOR/FRONT DESK AGENT
MAYFAIR HOUSE HOTEL & GARDEN
07.2022 - Current
SUBJECT MATTER EXPERT
SAGE OUTSOURCE SOLUTIONS INC
02.2016 - 11.2021
EDUCATION ADVISOR
DEGREE INSIDER
07.2014 - 07.2015
SUPERVISOR
SE TOYOTA VIRTUAL COMMUNICATION, GLOBAL RESPONSE CORP
09.2009 - 10.2013
High School Diploma -
Coconut Creek High School
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