Justin Laguardia
Rowland Heights,CA
Summary
Results-driven customer service professional with proven ability to deliver timely support in high-pressure settings. Expertise in multitasking and conflict resolution enhances customer satisfaction and loyalty. Technical Service Representative skilled in troubleshooting and providing software and hardware support, contributing to improved client relationship management through effective issue resolution.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Service Representative
RH Peterson Co
City of Industry, USA
05.2023 - Current
- Delivered exceptional customer service by resolving issues with grills, fireplaces, fire tables, and gas log systems.
- Diagnosed product issues for various units that include over 300 parts through phone and live-stream consultations.
- Scheduled on-site troubleshooting appointments across Southern California, enhancing resolution rates.
- Created and processed warranty claims promptly, boosting customer trust and satisfaction.
- Managed challenging customer interactions, consistently receiving positive feedback and recognition from leadership.
- Serviced and diagnosed units on site, testing gas pressure and voltage readings with a supervisor.
- Provided accurate part information for our manufactured products to consumers, dealers, and distributors.
- Fostered strong relationships with stakeholders to facilitate warranty claims and case updates.
- Maintained effective communication by promptly addressing new cases and emails.
- Assisted field technicians with troubleshooting, including voltage, minimum clearances and gas pressure assessments.
- Demonstrated commitment by working beyond office hours to resolve customer issues.
- Managed shipping of parts and courtesy items to improve customer satisfaction.
Shop Manager
Inkfiend Art Tattoo
Alhambra, USA
01.2017 - Current
- Built exceptional customer and tattoo artist relationships to 25+ customers per shift during peak hours leading to highly satisfactory client experiences.
- Increased health & safety in compliance with COVID-19 policies and procedures, ensuring artists stations are properly sanitized before and after each client, and supplies are correctly disposed of in accordance with the highest health safety standards.
- Anticipate customer needs and inquire them to their artist of choice for consultations and assisting in filling out waivers in accordance with company policies.
- Proactively anticipated the shop's needs, ensuring accurate inventory, purchasing supplies and materials, and making bank deposits of a minimum $5,000 per week.
- Create weekly social media content for the shop's various social media platforms with a combined audience of 11,000+ followers increasing media traffic by 25%.
- Ensured all tattoo artists maintained up-to-date certifications and registrations, guaranteeing compliance with industry regulations and professional service standards.
Customer Service Representative
Red Label Enterprises
Glendale, USA
01.2022 - 03.2022
- Fostered customer relationships in low-income communities by providing government assistance with professionalism and patience.
- Resolved customer complaints with empathy, escalating issues to management only when necessary.
- Managed sensitive customer data securely on company tablets for record-keeping and metrics.
- Increased productivity and customer satisfaction by over 50%, earning recognition from trainers and colleagues for outstanding performance.
Education
High School Diploma -
Arroyo High School
El Monte, CA06.2014
Skills
- Typing speed 90 WPM
- Microsoft Outlook proficiency
- Salesforce expertise
- Technical troubleshooting
- Product diagnostics
- Warranty processing
- Customer relationship management
- Software development
- Remote diagnosis
- Data entry accuracy
- Network configuration
- Customer service excellence
- Business development skills
- Appointment scheduling
Certification
- Training Connection, Exceptional Customer Service
Timeline
Technical Service Representative
RH Peterson Co
05.2023 - Current
Customer Service Representative
Red Label Enterprises
01.2022 - 03.2022
Shop Manager
Inkfiend Art Tattoo
01.2017 - Current
High School Diploma -
Arroyo High School
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