GUILLERMO CANIZALEZ
Houston,TX
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Customer Service Satisfaction and Retention.
Overview
16
16
years of professional experience
Work History
Premier Support Agent
ATT/DirecTV
04.2018 - 06.2024
- Multitasking of inbound customer issues such as relocation, activation and removal of channel packages, billing adjustments, technician dispatch, restoring of services, cancellation and retention, troubleshooting of equipment
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Developed comprehensive knowledge of products and services to provide accurate solutions.
- Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
- Enhanced customer satisfaction by effectively addressing and resolving support issues.
- Emphasis in retaining customers and products, Assisting with escalated customer calls
- Maintained extensive knowledge of competitors' offerings and relevant industry news enabling well-informed recommendations for customers on how best to address their support requirements.
Field Installation and Service Technician
ATT/DirecTV
01.2016 - 01.2018
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
Part Time PC-Tech
Lone Star College Systems
01.2015 - 06.2016
- Disassembled computers to perform diagnostics and check for repair needs.
- Assisted customers with the setup of new devices and provided guidance on proper usage and maintenance techniques.
- Updated and installed new software on desktop and laptop computers to maintain latest technology.
- Hands-on and over the phone end user support on installation, programming, and training, Installation, configuration, troubleshoot and repair workstation hardware, training on software associated with educators programming
- Wrote reports on computer statuses and maintenance jobs.
- Implemented data recovery procedures for clients experiencing accidental data loss or system failures, ensuring minimal impact on their operations.
- Supported corporate clients with networking solutions, server maintenance, and workstation setup/configuration tasks.
Assistant Manager
Regional Management Corp
10.2013 - 10.2014
- Managed daily general branch operations, including training and coaching of new personnel on computer software and hardware, MS Office and proprietary web-based lending systems
- Served as the primary point of contact for technical support issues at branch level for hardware and software related issues
- Support subordinate disputes, counseling, evaluation developed and implemented plans of action to reach daily and monthly goal plans
- Monitored and coached personnel on daily collections and credit underwriting guidelines
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
Personal-Small Business Banker
Wells Fargo
07.2008 - 10.2013
- Managed Sales and Service of Consumer and Business Bank Products
- Demonstrated exceptional problem-solving skills when addressing client concerns or overcoming obstacles encountered during the lending process.
- Led training sessions for new hires, ensuring a thorough understanding of bank procedures and excellent customer service skills.
- Streamlined loan application processes for small businesses, increasing efficiency and reducing wait times.
- Provided exceptional problem-solving skills when faced with challenging account inquiries from both internal partners and external customers.
- Collaborated with internal departments such as underwriting and credit teams to expedite loan processing timelines effectively.
- Evaluated small business loan applications carefully considering risk factors before making recommendations or approvals.
Education
DIPLOMA/CERTIFIED TELECOM. TECH -
Transwestern Institute
Long Beach, CA01.1991
AAS DEGREE COMPUTER NETWORKING SPECIALIZATION-CISCO -
Lone Star College
Skills
- Live chat support
- Complaint Handling
- Remote Support
- Recordkeeping skills
- Customer Relationship Management
- Training and coaching
- Technical assistance
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Multitasking
- Calm and Professional Under Pressure
Languages
Spanish
Native or Bilingual
Timeline
Premier Support Agent
ATT/DirecTV
04.2018 - 06.2024
Field Installation and Service Technician
ATT/DirecTV
01.2016 - 01.2018
Part Time PC-Tech
Lone Star College Systems
01.2015 - 06.2016
Assistant Manager
Regional Management Corp
10.2013 - 10.2014
Personal-Small Business Banker
Wells Fargo
07.2008 - 10.2013
DIPLOMA/CERTIFIED TELECOM. TECH -
Transwestern Institute
AAS DEGREE COMPUTER NETWORKING SPECIALIZATION-CISCO -
Lone Star College
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