Joan Pichardo
Orlando,FL
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Peer Advisor
Asurion
07.2022 - Current
- Shared resources, opportunities, and activities to support Experts learning and development.
- Encouraged Experts to develop strong decision-making and problem-solving skills.
- Maintained professional, organized, and safe environment for employees.
- Developed and led group training courses to align with corporate sales and service goals.
- Designed and implemented sales training program and documentation.
- Provided coaching and mentoring to employees.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Led professional and thorough Orientation sessions, introducing new hires to key company information.
Tech Coach
Verizon Tech Coach, Asurion
07.2022 - Current
- Tech support
- Frontline costumer care for their ongoing issues with their daily electronic as well as making sure account is on good standing Performed complex diagnostics of Virus, Network, outage
- Read results and diagnose technical and equipment issues
- Managed business and accounting
- Responsible for troubleshooting computer systems and hardware
- Front desk responsibilities included greeting customers
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
Costumer Service Representative
Navient Corporation. Pioneer Credit Recovery, Inc
06.2021 - 07.2022
- Performed data entry for customer information, shipments and orders
- Managed client records
- Set up client appointments
- Performed customer service surveys
- Provided policy and service information
- Assisted customers with a warm and professional attitude
- Answered general questions
- Answered calls from customers
- Resolved customer information and complaints
- Responded to claim inquiries
- Responsible for tracking and maintaining inventory
- Created credit card applications
- Handled online orders and credit card transactions
Medicare
Sykes, agent
09.2020 - 06.2021
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Calculated premiums and established payment methods for sales.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Monitored customer feedback and identified areas of improvement.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
CNA - Certified Nursing Assistant
Genesis Prescott house
06.2017 - 08.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
High school diploma - Public Health
Greater Lowrence Technical School
Andover, MACNA - Health Career
Greater Lawrence Technical School
Andover, MA06.2018
Skills
- Academic Assistance
- Team Development
- Data Evaluation
- Student Monitoring
- Team Training
- Network Diagnostics
- Service Support
- Customer Service
- Technical Support
- Team Leadership
- New Hire On-Boarding
- New Employee Training
Certification
CNA/HHA
Present
CPR
Certified Nursing Assistant (CNA)
BLS Certification
AED Certification
Additional Information
- Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Tech Coach
Verizon Tech Coach, Asurion
07.2022 - Current
Peer Advisor
Asurion
07.2022 - Current
Costumer Service Representative
Navient Corporation. Pioneer Credit Recovery, Inc
06.2021 - 07.2022
Medicare
Sykes, agent
09.2020 - 06.2021
CNA - Certified Nursing Assistant
Genesis Prescott house
06.2017 - 08.2020
High school diploma - Public Health
Greater Lowrence Technical School
CNA - Health Career
Greater Lawrence Technical School