Jorge Herrera-Martinez
Buffalo,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate within the systems. Effective at operating within guidelines and regulations.
Overview
8
8
years of professional experience
Work History
Customer Service Technician
Kinetic Energy By Windstream
Buffalo, TX
10.2016 - 04.2022
- Delivered exceptional customer service to every customer by troubleshooting and diagnosing problems with their internet service in the field, and giving a positive experiences.
- Building phone cable pairs to customer premises for new services or upgrade services.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products
- Sought ways to improve processes and services provided.
- Coordinated installation of new users and relocations of existing users.
- Worked closely with network administrators and server engineers to deliver quality service.
- Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.
- Set up networks and computers for business and residential customers.
- Developed expertise in communication systems cabling, circuitry and wiring through various projects for public utility companies.
- Read blueprints and schematics to correctly place equipment.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Maintained energy and enthusiasm in fast-paced environment.
- Worked in a individual environment also worked in team projects when needed
- Operated hand tools and power equipment according to company safety procedures.
- Followed safety procedures to avoid injuries in field
- Provided technical support to troubleshoot, repair and maintain operational efficiencies electrical systems.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed
Field Service Technician
Southern Star Dish Network
Buffalo, TX
08.2015 - 07.2016
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Managed on-site and off-site installation, repair, maintenance and test tasks.
- Followed safety procedures to avoid injuries in field.
- Operated hand tools and power equipment according to company safety procedures.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies electrical systems.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Installed and serviced Satelite internet for customers and gave explanation on how to operate with the modems installed
Valve Technician
GE Oil & Gas Pressure Control
Dew , TX
10.2013 - 03.2015
- Installed, inspected and tested electric meters, relays and power sources to detect causes of malfunctions and inaccuracies using hand tools and testing equipment.
- Maintained professional working environment and enhanced productivity by keeping all areas neat and organized.
- Remained highly educated and effective by completing continuous training on pneumatic and digital control systems.
- Conducted testing and diagnostics work on control valves and other equipment at shop location
- Lubricated wearing surfaces of mechanical parts using oils or other lubricants.
- Collaborated with team members to complete customer requests and orders on time.
- Recorded maintenance information, test results, material usage and repairs made.
- Reviewed and disassembled control valves prior to completing skilled repairs.
- Identified problems with valves and used appropriate troubleshooting techniques to locate and resolve concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Tested, rebuilt, lubricated and painted frac stacks, casing heads, shut valves and pneumatic valves.
- Conducted inventory checks and maintained products in stock.
Education
High School Diploma -
Buffalo High School
Buffalo, TX05.2011
Skills
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Reading Comprehension
- Splice Cable
- Pole Climbing
- Forklift operating skills
- Overhead crane operating skills
- Complex Product Knowledge
- Policy and Procedure Adherence
- Work individual or team
- Fluent in English and Spanish
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Technician
Kinetic Energy By Windstream
10.2016 - 04.2022
Field Service Technician
Southern Star Dish Network
08.2015 - 07.2016
Valve Technician
GE Oil & Gas Pressure Control
10.2013 - 03.2015
High School Diploma -
Buffalo High School
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