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
Mexico City
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
Guadalajara, Jalisco Mexico
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
Guadalajara, Jalisco Mexico
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 City06.2021
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