Joel Sanchez
Asheville,NC
Summary
Determined Technical Support Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
8
8
years of professional experience
Work History
Quality Assurance Specialist
ORDERMARK-NEXTBITE
2022
- Reviews quality and performance of restaurant support agents and assess performance through review of recorded phone and email communications.
- Provide coaching, weekly tips and address questions from supervisors, restaurant support and technical escalation employees.
- Responsible for managing a roster of agents, coaching and QA.
Technical Support Representative
ORDERMARK-NEXTBITE
2021
- Managed technical escalation cases and documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Troubleshoot functionality of customer equipment such as A1, OWL, Printers, etc and investigated issues associated with network connections to make sure restaurant tablets are online.
Internet Help Desk Agent
WALT DISNEY WORLD
01.2018 - 01.2021
- Field inbound calls from guests with technical issues
- Provide guidance and troubleshooting help to guests regarding webpage or My Disney Experience App
- Assist with issues such as linking tickets to accounts, creating and editing reservations and creating and modifying fast passes among other technical assistance.
Account Manager and IT Tech
MOJO SELLING SOLUTIONS
2017
- Outbound calls to clients on database who'd requested information about company products
- Monitored local ads for 'For Sale by Owner' classifieds
- Performed general IT roles and setup for office computers, internet and phone system
- Assisted client accounts in maneuvering through our webpage.
Early Stage Account Manager
SANTANDER CONSUMER INTERNATIONAL
01.2015 - 12.2016
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support and provide guidance on new products to customers.
- Went above and beyond with service to promote loyalty and support bank goals.
Multi Account Customer Service Representative
GE CAPITAL RETAIL BANK
01.2013 - 01.2015
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
Education
Computer Programming
Nova College De Puerto Rico
Bayamon, PRSkills
- Empathetic and active listening
- Skilled at conflict resolution
- Seasoned in CRM tools
- Well trained in mentoring, shadowing, and training junior colleagues
- Issue Resolution
- Regulatory Compliance
- Correction Action Planning
- Performance Monitoring
- Technical Documentation
- Customer Support
- Technical Troubleshooting
- Remote Diagnostics
- Customer Experience Management
- Application Installations
- Debugging
- User Support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Internet Help Desk Agent
WALT DISNEY WORLD
01.2018 - 01.2021
Early Stage Account Manager
SANTANDER CONSUMER INTERNATIONAL
01.2015 - 12.2016
Multi Account Customer Service Representative
GE CAPITAL RETAIL BANK
01.2013 - 01.2015
Quality Assurance Specialist
ORDERMARK-NEXTBITE
2022
Technical Support Representative
ORDERMARK-NEXTBITE
2021
Account Manager and IT Tech
MOJO SELLING SOLUTIONS
2017
Computer Programming
Nova College De Puerto Rico
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