Juan Rodriguez
Kissimmee,United States
Summary
IT, customer service, and sales professional with a proven ability to troubleshoot and find solutions to IOT-related issues. Proven ability to drive sales, provide excellent customer service, manage successful teams, and exceed expectations. 10 years of sales and customer service experience, both customer-facing and in a call center environment. 5 years of technical support experience, primarily specializing in telecommunications (fiber optics, Wi-Fi networks, LAN/WAN, etc.), office equipment and software, (printers, computers, peripherals, Microsoft Office applications, VOIP, etc.), and mobile devices (Android, LG, Motorola, iOS). Graduate (09/14/2023) from NUC University - Florida Technical College with a diploma in Computer Support (with an emphasis on Windows OS).
Overview
5
5
years of professional experience
Work History
Tier 1 Fiber Technician
LogicomUSA
06.2023 - 02.2024
- Provided technical, help desk phone support for incoming calls from residential and business customers with order inquiries and/or trouble reports in a high-call volume call center for their fiber-based voice, data, and video services
- Utilized ticketing systems such as RT and AST for troubleshooting various issues
- Employed the RT (Request Tracker) Ticketing system for purposes of issue tracking and help desk support, particularly in instances of reported outages
- Utilized AST ticketing tools for managing customer tickets, troubleshooting, and facilitating issue resolution
- Provided Home Network Equipment Support to customers by remotely diagnosing and correcting network and hardware-related issues, while instructing, guiding, and educating customers on how to resolve problems with their wireless networks, modems (ONT), routers (RG), set-top boxes, telephones, TV's, Wi-Fi connected devices, and all associated cabling and peripheral devices
- Analyzed and monitored GPON OLTs, PONs, GPONs, and ONTs for potential outages or fiber network-related incidents
- Created, documented, maintained, and resolved service tickets or escalated to other support entities as needed and within SLA.
Call Center Supervisor
Asurion
09.2021 - 11.2022
- Managed and directed the daily activities and long-term success of Representatives through cyclical coaching, training, development, and performance management while following the A.D.A.P.T coaching method
- Maintained working knowledge of multiple hardware platforms (wireless technology, wireless equipment, applications, etc.), operating systems (Windows, Android, Blackberry OS, Apple iOS, etc.), and current product offerings (Smart Home Support, etc.) to provide maximum support to Representatives
- Drove sales, operational, and customer service metrics by motivating Representatives, holding them accountable for their performance, and providing consistent and targeted feedback
- Used data to develop action plans for my team to drive sales and operational performance consistent with Asurion's Core Values
- Met key performance indicator metrics for call performance measurements and sales goals through development, training, and supporting our Representatives (Sales Per 100, Hero XR automation, CSAT, First Call Resolution, etc.)
- Managed teams that supported multiple telecommunications clients such as Cricket, Verizon, and AT&T
- Followed directives from Call Center Management (Operations Managers, Regional Managers, Directors, etc.)
Technical Support & Sales Representative
Asurion
11.2020 - 09.2021
- Identified technical issues and deployed solutions with efficient, clear, courteous, and accurate communication in a high-volume call center environment
- Utilized remote-access software, company knowledge base, emulators, and other tools to remotely troubleshoot mobile devices, routers, printers, TVs, tablets, smartwatches, and other smart devices.
- Maintained a CSAT score of > 9.8/10
- Utilized call center technology to troubleshoot, input, track, and report customer issues
- Adhered to established policies and procedures when handling customer accounts.
- Maintained a first-call resolution of >70%
- Offered Asurion Smart Home and other products on every call. Upsold customers on Asurion's premier support product after troubleshooting and resolving technical issues.
- Maintained Sales Per 100 averages of >8.0, even reaching as high as 18.0
- Explained and educated customers on device capabilities, wireless carrier data product offerings, and company policies.
Lead Floor Sales Associate
Sprint/T-Mobile by Maycom Communications
02.2019 - 11.2020
- Maintain knowledge of multiple carriers' plans and compare with confidence to customers
- Explain options to customers and recommend best-fit choices including accessories, phone insurance, peripheral devices (car GPS, trackers, tablet/iPads, chargers, etc.), plan upgrades, phone upgrades, and more to improve sales totals and customer experience
- Create new personal and business accounts tailored to customer and business needs and goals
- Merchandised store displays to keep the store environment visually appealing and optimized for equipment promotions
- Handled technical tasks such as data transfer and setting up new phones with updates and account connections
- Generated store revenue and clientele via outbound calls, B2B prospecting, and field prospecting
- Assisted store with business conversion from Sprint to T-Mobile
- Completed all T-Mobile training and onboarding processes and proceeded with the same store responsibilities
- Easily met store sales quotas and was given the position of Floor Lead due to sales performance and leadership qualities
- New responsibilities included inventory management, till management, store oversight, planogram oversight, and assisting team members with sales processes.
Education
Diploma - Computer Support Technician
NUC University - Florida Technical College
09.2023
Skills
- Leadership
- Develop action plans and enforce policies and procedures
- Inventory management
- Performance Evaluation
- Sales
- Sales Coaching
- Sales Reporting
- Technical documentation & ticket management
- Troubleshooting and diagnosis of technical equipment
- Proficient with Microsoft applications, PCs, and SaaS
- Remote Technical Support
Timeline
Tier 1 Fiber Technician
LogicomUSA
06.2023 - 02.2024
Call Center Supervisor
Asurion
09.2021 - 11.2022
Technical Support & Sales Representative
Asurion
11.2020 - 09.2021
Lead Floor Sales Associate
Sprint/T-Mobile by Maycom Communications
02.2019 - 11.2020
Diploma - Computer Support Technician
NUC University - Florida Technical College