GUADALUPE HOYOS
Plano,TX
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
13
13
years of professional experience
Work History
Technical Support Representative - Advance
Jack Henry and Associates
01.2018 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Trained staff on operating procedures and company services.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Helped users via telephone, chat, and email to diagnose and triage problems
- Monitors incoming cases and emails and resolve in accordance with Service Level Standards (SLS) provide
Client Service Representative
Legacy Texas Bank
05.2014 - 11.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Resolved concerns with products or services to help with retention and drive sales.
- Introduced clients to available online resources and services to increase convenience.
Tier 1 Customer Support Representative
Sage Telecom
Dallas, TX
02.2012 - 03.2014
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Scheduled services to customer locations within specific timeframes.
- Took incoming/outgoing calls to 70+ customers
- Opened repair tickets and troubleshoot internet issues
Assistant Manager
McDonalds
04.2007 - 02.2012
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Monitored security and handled incidents calmly.
- Monitored performance of employee teams and actions via regular performance evaluations.
- Troubleshooted Restaurants POS, & Credit Card Terminals when they were down
Education
High School Diploma -
Plano East Senior High
Skills
- Call Center Operations
- Organizational Skills
- User Experience
- Tracking and Documentation
- User Support and Troubleshooting
- Remote Technical Support
- Online Chat Support
- Windows Operating System
- Multi-Tasker
- Bilingual (Spanish & English)
Timeline
Technical Support Representative - Advance
Jack Henry and Associates
01.2018 - Current
Client Service Representative
Legacy Texas Bank
05.2014 - 11.2015
Tier 1 Customer Support Representative
Sage Telecom
02.2012 - 03.2014
Assistant Manager
McDonalds
04.2007 - 02.2012
High School Diploma -
Plano East Senior High
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