Joshua Hernandez

:

• Provided technical guidance to customers during product setup and troubleshooting processes.
• Maintained compliance with company policies while efficiently resolving customer inquiries.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
• **Documented customer interactions and technical issues in the support ticketing system for future reference.**
• **Conducted training sessions for new team members and customers on support processes and tools used within the role.**
• **Assisted in developing knowledge base articles to improve self-service support options for clients.**

• Evaluated employee performance on weekly basis and coached and trained teams with up to 25 team members, increasing quality of work and employee motivation.
• Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

• **Problem Resolution on Site**: Addressed on-site challenges during installations, employing problem-solving skills to maintain project timelines without compromising quality.
• **Collaborated with clients to assess flooring needs, delivering customized solutions for optimal satisfaction.**
• **Managed the safe transport of flooring materials to job sites, guaranteeing timely availability for each installation project.**
• **Performed quality control inspections post-installation, ensuring compliance with industry standards and client specifications.**
• **Coordinated efforts with contractors on large-scale projects, synchronizing workflows for enhanced operational efficiency.**