Salesforce
Years of Tech Support Experience
Juan De La Cruz
CSR/Call Center/Tech Support
Austin,TX
Summary
Competent and self-driven college grad, proficient in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
8
8
8
8
Years of Call Center Experience
7
7
Years of CSR Experience
4
4
Year College Degree
Work History
Technical Support Analyst
Aditi Consulting - Visa
06.2023 - 08.2023
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Evaluated user problems, using test scripts, personal expertise, and probing questions.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Patched software and installed new versions to eliminate security problems and protect data.
Social Media Analyst
TCS - Google/ YouTube TV
08.2021 - 08.2022
- Monitored and moderated consumer conversations during high-volume periods throughout year.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Monitored live video using internal Google Software and tools to adjust start-times and end-times of live sports airings on YouTube TV.
- Used real-time social media monitoring tools, such as Eyes on Glass and Skyvine to identify breaking news, media issues, and time-sensitive trends on live sports airings.
- Develop weekly employee metrics reports, supplemented with insights from Google Analytics.
Insurance Verification Specialist
Artech - Accenture (Texas Medicaid Partnership)
01.2022 - 04.2022
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Managed high-volume insurance verifications within pressured timeframes.
- Updated patient records with accurate, current insurance policy information.
- Maintained and managed customer files and databases.
Call Center Specialist
Maximus - National Vaccination Assistance Hotline
01.2021 - 03.2021
- Assisted customers by answering questions and responding to inquiries regarding COVID-19 Vaccinations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Acted as first point of contact and set appointments for COVID-19 Vaccination.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
Customer Service Representative
Inspiro - Harry & David's
11.2020 - 12.2020
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Operations Specialist/Call Center Agent
LawnStarter
03.2020 - 11.2020
- Handled inbound/outbound calls from lawn service providers and respective customers.
- Supported lawn service companies and individual crews by working as a liaison between customers in need of lawn services for both residential and commercial properties.
- Generated quotes for various lawn services, such as mowing, flower bed treatment, mulching, sodding, leaf removal and tree trimming.
- Resolved technical issues regarding the LawnStarter mobile app via email, VoIP and chat support platforms.
- Escalated legal issues and complaints regarding property damage and property boundaries.
Call Center Agent
Omni Interactions - Census Bureau
01.2020 - 03.2020
- Conducted outbound mock calls to Census Bureau call center agents by telephone to train them for the 2020 Census.
- Delivered consistent call scenarios to achieve daily call quota goals and objectives.
- Used computer databases to keep track of phone calls and confidential notes.
- Conducted 30+ outbound phone calls daily to reach quality training metrics.
Retail Sales Associate
Concentrix - Apple
07.2019 - 12.2019
- Handled mostly inbound calls, providing Apple product recommendations to customer in both the American and Canadian sectors.
- Engaged with customers via email, phone and chat using Apple ToolKit.
- Operated Apple's point-of-sales (POS) iSell platform, to process purchases, refunds and trade-ins.
- Achieve weekly sales goals to maintain a high level of customer service across Apple Online Retail storefronts.
Customer Support Agent
Concentrix - Intuit Turbo Tax
03.2019 - 04.2019
- Assisted customers on how to file their tax returns on TurboTax's proprietary software and online products.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Data entry of customer account information while maintaining data protection.
- Reviewed and analyzed client data and accurately prepared income tax returns and tax research.
- Secured and properly handled confidential data to protect against unauthorized access, improper transmission and unapproved disclosure.
Help Desk Technician
Capgemini
09.2018 - 11.2018
- Provided first level technical support to government employees from various state departments of Georgia, Such as DHS, DPS and law enforcement agencies.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted with account password resets and educated callers on how to use and navigate online tools and resources.
- Scheduled field technician appointments for hardware issues accordingly.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Remote Service Technician - Tier 2 Support Agent
Support.com
10.2017 - 09.2018
- Provided advance technical support to Comcast customers regarding internet connections issues and wireless device troubleshooting.
- Maintained an average quota of 40 calls per day.
- Provided configuration support across all operating systems including Windows, iOS, macOS.
- Educated customers on how to troubleshoot basic connectivity issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Help Desk Technician
Apogee
07.2017 - 09.2018
- Provided first level technical support and setup of internet and cable services to university students.
- Escalated hardware issues to field engineers while troubleshooting connectivity issues with multiple wireless devices.
- Educated customers on basic problem solving of network issues and their devices.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Computer Sales Associate
Fry's Electronics
08.2016 - 11.2016
- Responsible for the merchandising and selling of desktops, laptops, tablets and computer peripherals while investigating new items and updating current inventory.
- Recognized consumer's needs and provided related accessories to ensure the best fit product.
- Maintained weekly sales quotas, while investigating new products to updated company inventory.
- Scheduled customer registrations for event conferences, including housing and hotel reservations.
- Processed cancellations, payments and refunds when applicable.
- Assisted hundreds of employees within major tech companies via phone, emails and chat platforms.
Event Scheduler/Technical Support Agent
George P. Johnson (An IBM Subsidiary)
03.2016 - 07.2016
- Scheduled employee registrations for event conferences, including housing and hotel
reservations. - Processed cancellations, payments and refunds when applicable.
- Assisted hundreds of employees within major tech companies via phone, emails and chat
platforms. - Documented support interactions for future reference.
Data Protection Specialist
AllClear ID
04.2015 - 11.2015
- Provided identity theft protection and credit monitoring services for customers.
- Maintained a high level of data security, while alerting customers of fraudulent activity on their credit files.
- Educated customers about fraud protection, internet security and preventative measures regarding cyber attacks.
Education
Bachelor of Science - Biochemistry
University of Texas At Austin
Austin, TX 08.2010 - 05.2014
Skills
- Typing Speed: 50 WPM
- Data Collection Monitoring
- Issue and Resolution Tracking
- Data Analysis
- Critical Thinking Analytical
- Communication Skills
- Problem Solving
- Multitasking
- Call Center Customer Service
- Basic Computer Skill
- Numerical Reasoning Skills
- Technical Support
- Customer Service
- Data Entry
- Spreadsheets with Microsoft Excel
- Microsoft Office
- Microsoft Word
- Logic & Critical Thinking
- Attention to Detail
- Technical Issues Analysis
- Hardware and Software Installation
- Technical Support and Assistance
- Issue Troubleshooting
- Remote Technical Support
Certification
1) CompTIA A+ 220-901: Memory and Storage (03/2022)
2) TeckChek Online Assessment (02/2022)
2) Security Awareness (10/2018)
Software
Remedy
Zendesk
Zentree
Oracle NetSuite
Einstein360
Apple ToolKit
Apple iSell
ServiceNow
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