Hi, I’m
Joseph Lezama
Lake Worth,FL
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
11
years of professional experience
Work History
Varsity Tutors
Technical Support Representative
04.2021 - 07.2023
Job overview
- Monitoring all live chat(s) and calls queues to troubleshoot any/all technical problems occurring on the Live Learning platform
- Providing highest quality of support for all accounts and “white glove” accounts
- Assisting all clients, tutors and students join their online classes and ensuring they are properly equipped with all necessary tools to have successful sessions
- Responsible for ensuring the best quality of learning for students by monitoring sessions and reporting any inconsistencies in live sessions and coming up with optimal solutions
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Responded promptly to incoming sales leads and requests for technical support.
Conduent
Customer Service Representative
08.2020 - 03.2021
Job overview
- Responding to multiple platforms consisting of message requests per day, including email inquiries as well as system messaging in the
- Responsible for answering all inquiries in a timely manner, using absolute professionalism as well as correct grammar and punctuation
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answering all inbound phone calls inquiring about specific technology questions for Apple Inc
- Assisting customers with all troubleshooting issues and device management
- Providing a safe and easy transition into all
- Apple products and upgrading products.
Lawrence Street Health Care Center
Administrative Assistant/Admissions Assistant
02.2016 - 11.2018
Job overview
- Responsible for ensuring all resident/potential residents or family members are greeted properly and comfortable
- Assist with the process of admissions and documenting all paperwork into the building's care system
- Aid Activity Director with any activities that were scheduled with the residents for the day
- Answer all telephone calls and direct them to whom is requested
- Assigned specific residents to check up on daily and ensure they are comfortable and receiving proper care.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
The Frieze Ice Cream Factory
First Shift Manager & Director of Business Operations
08.2012 - 01.2016
Job overview
- Responsible for opening and preparing store for customers and employees
- Scheduling and conducting hiring interviews to for store needs
- Maintaining employee schedules to match the needs of the establishment
- Responsible for daily cash deposits
- Placing bulk orders with distributors and a number of corporate customers
- Overseeing eleven other employees working together to ensure customer experience is at par
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained and mentored new employees to maximize team performance.
Indian River Burger Co
Food Runner/Server
06.2015 - 08.2015
Job overview
- Certified in food safety procedures to make sure food is prepared and delivered properly in the cleanest and most safe manner possible
- Prepared food everyday to ensure line cooks had enough products for the rest of the shift
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Bussed and reset tables to keep dining room and work areas clean.
H&R Block
Receptionist & Bookkeeper
12.2014 - 04.2015
Job overview
- Physical clients that came in needed to be properly greeted and taken care of while waiting for tax professionals service
- Received all incoming calls and responsible for making and adjusting appointments
- Responsible for matching clients and tax professionals based on specific individual situations to ensure quality of service and customer satisfaction - Bookkeeping responsibilities included organizing client folders and applications in a proper and secure way to protect client information
- Attended and participated in monthly marketing events to grow clientele and entice new customers.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
Florida Kid Care
Customer Service Representative
11.2013 - 05.2014
Job overview
- On average, answered up to 30 phone calls per hour during a nine hour shift.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Education
John I Leonard High SchoolNorth Green Acres, FL
High School Diploma
07.2012
Skills
- Live Chat
- Technical Support
- Event Marketing
- Customer Service Support
- Organizational Skills
- Verbal and Written Communication
- Problem Solving Support
- Microsoft Windows and Office
- Help Desk Support
- Issue and Resolution Tracking
- Inventory Procedure Documentation
- Service Desk Team Management
- Teamwork and Collaboration
Timeline
Technical Support Representative
Varsity Tutors
04.2021 - 07.2023
Customer Service Representative
Conduent
08.2020 - 03.2021
Administrative Assistant/Admissions Assistant
Lawrence Street Health Care Center
02.2016 - 11.2018
Food Runner/Server
Indian River Burger Co
06.2015 - 08.2015
Receptionist & Bookkeeper
H&R Block
12.2014 - 04.2015
Customer Service Representative
Florida Kid Care
11.2013 - 05.2014
First Shift Manager & Director of Business Operations
The Frieze Ice Cream Factory
08.2012 - 01.2016
John I Leonard High School
High School Diploma