Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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Kevin Leiva

Charlotte,NC

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level AML position. Ready to help team achieve company goals. Reliable business professional with experience in project management, process improvement and financial analysis. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

7
7
years of professional experience

Work History

Technical Support Call Center

ALLY BANK
11.2022 - Current
  • Partner with management to conduct meetings on how to improve processes, articles, and skills for our team with Zelle/Compass
  • Walk customers through online account to conduct, correct, validate and review Zelle/ACH transactions through Compass Cash Edge and WebCSR
  • Provide directions and guidance to agents who are having issues with ACH/ Funds transfers/ Real Time payments
  • Investigate INC reports in Service Now system to resolve and provide information to customers regarding existing issue
  • Resolve ACH/ Funds Transfer/ Real Time payments with customers follow policies and procedures
  • Perform great decision-making when analyzing transfers or errors done by either customers or associates
  • Analytical thinking to support the best decision for the company in ideal scenarios
  • Providing first call resolution to increase and sustain customer satisfaction.

Physician Substitute

OCTAPHARMA PLASMA
01.2022 - 11.2022
  • Support, manage and assign teams to donor floor
  • Open and close sites in current or traveling locations
  • NexSys machine service technician
  • Data entry to donor profiles in notes, medications, deferrals, and interaction with licensed physicians
  • Perform medical evaluation of potential donors and document in Nexlynx
  • Provide outstanding customer service from greeting at the door, conducting physicals, machine set ups, performing blood draws, and disconnecting from machines.

Emergency Room Technician

FLORIDA MEDICAL CENTER
11.2021 - 01.2022
  • Participate in resuscitation/CPR and emergency airway procedures
  • Obtain and document vital signs including oxygen levels, blood pressure and cardiac monitors
  • Assist doctors and nurses with stroke alert patients and transportation to CT scans
  • Manage and organize inventory for ER rooms, storage, and transportation
  • Strong leadership and team problem solving for unexpected events
  • Keeping composure with high stressed environment
  • Compassion and empathy for patients and families.

Components Tech

INNOVATION TRANSFUSION MEDICINE
08.2021 - 11.2021
  • Data entry to organize and manage inventory, storage, and transportation of plasma and whole blood
  • Adhere to strict deadline to transfer plasma from donation bags to storage bags
  • Perform daily QCs before any product was touched or worked with.

Logistics Coordinator

MAN ENGINE AND COMPONENTS
01.2017 - 04.2021
  • Manage product for purchase orders, invoices, and billing notices
  • Data entry to organize and manage inventory, storage, and transportation of bus axle
  • Ensured the safe and timely pick-up and delivery of shipments
  • Great communication and negotiation skills with record-keeping.

Education

Associates of Applied Science - Information Technology

CENTRAL PIEDMONT COMMUNITY COLLEGE
03.2024

Emergency Medical Technician -

CORAL SPRINGS REGIONAL INSTITUTE OF PUBLIC SAFETY
07.2021

Skills

  • Strong interpersonal, organizational and communication skills
  • Excellent problem solver and visionary
  • Promote teamwork to problem-solving
  • Proficient in Microsoft Office suite ( Excel, Word, PowerPoint)
  • Ability to multitask, change direction, refocus, and maintain pose
  • Ability to prioritize work with minimal supervision
  • Risk Mitigation
  • Analyzing Performance
  • Project Management
  • Analytical Thinking

Websites

Accomplishments

    Collaborated with management to conduct meeting on how to improve current workflows.

    Promoted to Tech support in 4 months of being hired and Senior Consultant within first year.

    Attendance recognition for 1st quarter of 2024.

    Best quality scores on team for consecutive months.

    Consistent earner of monthly incentives based on metric performance.

    Submitted article updates to L&D to revamp learning points within call center.

Timeline

Technical Support Call Center

ALLY BANK
11.2022 - Current

Physician Substitute

OCTAPHARMA PLASMA
01.2022 - 11.2022

Emergency Room Technician

FLORIDA MEDICAL CENTER
11.2021 - 01.2022

Components Tech

INNOVATION TRANSFUSION MEDICINE
08.2021 - 11.2021

Logistics Coordinator

MAN ENGINE AND COMPONENTS
01.2017 - 04.2021

Associates of Applied Science - Information Technology

CENTRAL PIEDMONT COMMUNITY COLLEGE

Emergency Medical Technician -

CORAL SPRINGS REGIONAL INSTITUTE OF PUBLIC SAFETY

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Kevin Leiva