Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Jose Trinidad Tinajero Torres

Bilingual Customer Service and Technical Support
Seattle,Washington

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. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

7
7
years of professional experience

Work History

Bilingual Technical Support Representative

CCT Concertadora Admin De Servicions
08.2022 - 12.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and WAN.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Translated complex technical issues into digestible language for non-technical users.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Managed high levels of call flow and responded to client's technical support needs.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.

Bilingual Customer Service Advocate

AT&T
03.2022 - 05.2022
  • Educated and encouraged customers to promote self-sufficiency with online and mobile access tools.
  • Communicated with management when customer issues escalated and worked to find resolutions.
  • Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
  • Answered up to [Number] calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered up to eighty calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
  • Updated and maintained information in customer accounts.
  • Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
  • Achieved and maintained departmental performance standards.
  • Maintained accurate and current customer account data with digital information updates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered average of seventy calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Communicated professionally with colleagues, freelancers and clients.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.

Wipro Technologies

Bilingual Customer Service Agent
03.2016 - 09.2018
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Uploaded new software, and updates.
  • 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.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Education

Bachelor of Science - Computer Science

UTEL
México City
06.2021

Skills

  • Customer Inquiries
  • Technical Issues Analysis
  • Configuring Devices
  • Call Center Operations
  • Responding to Technical Questions
  • Computer System Maintenance
  • Customer Satisfaction
  • Customer Relations
  • Resolve Technical Problems
  • Issue and Resolution Tracking
  • Windows 10
  • Hardware and Peripherals
  • LAN and WAN Assessment
  • Customer Service Expertise
  • Wide Area Networks
  • Documentation of Solutions
  • Customer Support
  • Assisting with Deployments
  • Issue Troubleshooting
  • Microsoft Windows and Office
  • Troubleshooting and Assistance
  • Account Updating
  • Hardware and Software Installation
  • Friendly and Patient
  • Team Support
  • Collaborative Team Player

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Bilingual Technical Support Representative

CCT Concertadora Admin De Servicions
08.2022 - 12.2022

Bilingual Customer Service Advocate

AT&T
03.2022 - 05.2022

Wipro Technologies

Bilingual Customer Service Agent
03.2016 - 09.2018

Bachelor of Science - Computer Science

UTEL

Similar Profiles

CREATE PROFILE
Jose Trinidad Tinajero TorresBilingual Customer Service and Technical Support