Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jesse Romero

Austin,TX

Summary

Service-oriented Customer Support Representative with 20+ years of experience in contact center operations talking to customers over phone, e-mail, online chat to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Overview

40
40
years of professional experience

Work History

Sr. CSR

Visa
01.2016 - Current
  • Connected with customers to address questions and resolve issues through phone, email, and chat.
  • Contributed ideas and practical solutions to support process improvement efforts.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

Operations Associate

Korcett Holdings
11.2014 - 12.2015
  • Troubleshot hardware and software to determine and rectify network problems.
  • Supported users both local and by phone with problem resolution and education.
  • Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
  • Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

Network Operations Manager

USAF
04.1984 - 03.2009
  • Responded to network outages and issues related to circuits, websites, vendors and telecoms.
  • Managed Network Operating Center (NOC) technical infrastructure and server performance.
  • Remediated security vulnerabilities by applying provided software patches or replacing vulnerable solutions with better alternatives.
  • Managed aspects of network operations center (NOC) operations.
  • Installed and configured network printers and other peripheral devices.

Education

Bachelor of Science - Accounting

University of Phoenix
Tempe, AZ
08.2017

Associate of Science - Computer And Information Sciences

Community College of The Air Force
Montgomery, AL
01.2000

Skills

  • Product Knowledge
  • Technical Proficiency
  • Reporting and Analysis
  • Call Center Experience
  • Training and Mentoring
  • Problem Solving
  • Performance Monitoring
  • Quality Assurance
  • Team Development
  • Performance Tracking and Evaluation
  • Shift Scheduling

Timeline

Sr. CSR

Visa
01.2016 - Current

Operations Associate

Korcett Holdings
11.2014 - 12.2015

Network Operations Manager

USAF
04.1984 - 03.2009

Bachelor of Science - Accounting

University of Phoenix

Associate of Science - Computer And Information Sciences

Community College of The Air Force

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Jesse Romero