Jesus Nunez
El Paso,TX
Summary
Dynamic and adaptable professional eager to leverage skills while embracing opportunities for growth within collaborative or independent work settings. Seeking a role in a stable environment that fosters career advancement and continuous learning. Committed to contributing effectively to team goals and enhancing organizational success through dedication and innovation.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
2
2
Languages
2027
2027
years of professional experience
Work History
Premises Technician
AT&T
2015.08 - Current
- Installed and maintained telecommunications equipment, ensuring optimal network performance.
- Conducted routine inspections of facilities to identify and resolve technical issues efficiently.
- Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
- Trained new technicians on equipment handling and safety protocols, fostering a culture of safety compliance.
- Led troubleshooting efforts for complex technical problems, streamlining resolution processes for team members.
- Installed and repaired copper, coax, fiber, and hardware for equipment such as phone, tv, and wireless system
- Showcased problem-solving abilities by tackling complex technical challenges and finding innovative solutions to address customer needs.
- Traveled as volunteer to assist other areas with workload as needed
- Engaged in MDU (multi dwelling units) projects to update wiring
Assistant manager
AT&T
- Recommended by Managers to assist with other teams when manager need relief of duty
- Monitored performance metrics to ensure compliance with company standards and drive operational excellence.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Overlooked for a team of up to sixteen people. Listened/monitored calls and provided feedback to agents. Enforced company policies and guidelines.
- Scheduled meetings
- Looked over statistics to ensure company metrics and customer satisfaction are met
- Monitored agent calls, provided feedback to agents
Mentor
AT&T
- Assisted with training new hire classes of up to sixteen.
- Provided the tools and resources needed to start a new job as technical support.
- Guided mentees through skill development and career planning.
- Provided ongoing feedback, fostering accountability in personal growth.
- Developed training materials to support new mentor-mentee relationship frameworks.
- Listened to calls, provided on-job training and feedback. Answered questions to ensure agents have a full understanding of job description and duties.
Service Lead
AT&T
- Answering questions from regular agents. Handling escalated calls. Assist customers with complex situations such as setting up modems/routers, internal networks for residential and business customers. Assisted with emails/email clients taking full ownership of any issue at hand.
- Follow up with customers to ensure all problems have been resolved.
Customer Assistant/technical support
AT&T
2012.01 - 2015.08
- Managed inbound calls to provide effective solutions for connection issues and device malfunctions. Assisted customers with troubleshooting electronic devices, including iPads and laptops. Facilitated resolutions for equipment problems across multiple platforms, such as desktops and smart TVs.
- manage high call volumes
- Adapted quickly to new technology and updates in product offerings.
- Coordinated with other departments to resolve any issues affecting the customer experience.
- Built strong relationships with customers by providing personalized recommendations and attentive service.
S.M.E. (Service Matter Expert)
West Corp.
- Assisted with escalated calls, Provided customers with options available for upgrades, replacement options, billing issues. Answered representatives questions when needing assistance with customers. Walked around the floor for additional support when needed.
Customer Care/Customer Representative
West Corp.
2009.01 - 2012.01
- Inbound call taking. Assisted with cellphone/mobility for AT&T. Handled billing issues.
- Processed payments, ordered equipment for customers. Provided credits/adjustments. Provided basic technical assistance with cell phones when needed. Handled CPNI products/systems.
- Multitasked, using different systems simultaneously.
Education
High school diploma -
Franklin High School
2007-01
Skills
- Fast adaptability
- Quick learning abilities
- Can work individually or in group
- Technically inclined
- Advanced computer skills, multitasking working with different programs simultaneously
- Type 40 words per minutes
- Problem-solving
- Time management
- Team motivation
- Professional and courteous
- Staff management
- Customer rapport
- Strategic planning
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Premises Technician
AT&T
2015.08 - Current
Customer Assistant/technical support
AT&T
2012.01 - 2015.08
Customer Care/Customer Representative
West Corp.
2009.01 - 2012.01
S.M.E. (Service Matter Expert)
West Corp.
Service Lead
AT&T
Assistant manager
AT&T
Mentor
AT&T
High school diploma -
Franklin High School