Sports
Joshua Isaias Garcia Hernandez
SD Team Lead
Guadalajara,Jalisco
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Service Desk Team Lead
HCL Technologies
Guadalajara, Jalisco
12.2017 - Current
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Reviewed shift reports to understand current numbers and trends.
- Monitored over [20] employees' day-to-day activities and made plans to rectify issues.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Delegated daily tasks to employees, streamlining daily progress and efficiency.
Customer Billing Representative
Teleperformance
Guadalajara, Jalisco
07.2017 - 12.2017
- Researched returned checks and arranged payment.
- Ran nightly batch report for invoice generation and addressed errors.
- Reconciled overpayments and requested refund checks for credit balances or billing errors.
- Processed incoming invoice payments.
- Recommended products to customers, thoroughly explaining details.
- Provided information regarding charge accounts and loyalty programs.
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Customer Service Representative Agent
Beliveo
Guadalajara, Jalisco
10.2016 - 06.2017
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information regarding charge accounts and loyalty programs.
- Responded to customer requests for products, services and company information.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Delivered prompt service to prioritize customer needs.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
High School Diploma -
Preparatoria Vocacional
Guadalajara 09.2011 - 12.2014
No Degree - Mechanical Engineering
Unitec
Guadalajara 05.2019 - 09.2020
No Degree - Engineering Innovation Design
UVM
Guadalajara 12.2021 - Current
Skills
Client relationship management
Customer service expert
Desktop support
Application support
Technical issues analysis
Technical documents comprehension
Time Management
File management
Problem-solving skills
Team Building
Training and mentoring
Registration
Crisis situations
Analytical and Critical Thinking
Organization and Time Management
Interests
Cars
Timeline
No Degree - Engineering Innovation Design
UVM
12.2021 - Current
No Degree - Mechanical Engineering
Unitec
05.2019 - 09.2020
Service Desk Team Lead
HCL Technologies
12.2017 - Current
Customer Billing Representative
Teleperformance
07.2017 - 12.2017
Customer Service Representative Agent
Beliveo
10.2016 - 06.2017
High School Diploma -
Preparatoria Vocacional
09.2011 - 12.2014