Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

LAURA Aguilar

ALTON

Summary

Dynamic Technical Support Representative with T-Mobile, recognized for enhancing customer satisfaction through exceptional problem-solving and effective troubleshooting. Leveraged expertise in software installation and remote support to boost first-call resolution rates by 30%. Known for empathetic communication and a commitment to continuous improvement, driving team efficiency and customer loyalty.

Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.

Overview

21
21
years of professional experience

Work History

Technical Support Representative /Call Center Customer Service Representative

T-Mobile
01.2004 - 05.2025
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Enhanced team productivity by streamlining troubleshooting processes for common software issues.
  • Improved customer satisfaction scores with personalized technical support and follow-up.
  • Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
  • Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
  • Improved response times to support requests, optimizing team shift schedules.
  • Enhanced support experience for international customers by implementing multilingual support resources.
  • Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
  • Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
  • Boosted team morale and efficiency, organizing regular training sessions on latest tech trends.
  • Streamlined communication between technical support and development teams, leading to quicker bug fixes.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
  • Played key role in project that significantly reduced system downtime for major clients.
  • Achieved recognition for outstanding problem-solving skills in complex technical environments.
  • Collaborated with product teams to improve software based on customer feedback.
  • Developed user-friendly guides for common issues, reducing volume of support tickets.
  • Enhanced customer loyalty with prompt and effective resolution of technical issues.
  • Facilitated smoother software updates for customers, minimizing disruption and complaints.
  • Provided exceptional technical support, leading to commendation from company's senior management.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Created user accounts and assigned permissions.
  • Developed and implemented preventive maintenance procedures.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Tested new software and hardware prior to deployment.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Addressed customer account discrepancies and concerns.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.

Education

No Degree - Psychology / Criminal Justice

University of Texas Pan American
Edinburg

Rio Grande City High School
Rio Grande City, TX
05-2002

Skills

  • Technical problem-solving
  • Technical support
  • Product troubleshooting
  • Remote support
  • Customer service expert
  • Call center operations
  • Issue troubleshooting
  • Microsoft outlook
  • Network diagnostics
  • Customer success management
  • User support
  • Application support
  • Software installation
  • Data recovery
  • Technical issues analysis
  • Account management
  • Service support
  • Complaint resolution
  • Desktop support
  • Application installations
  • Software diagnosis
  • Appointment scheduling
  • Account updating
  • Windows 10
  • User credential management
  • Access issue resolution
  • Ticket management
  • Ticket support system management
  • Hardware diagnostics
  • System administration
  • Mac systems
  • Performance testing
  • Technical documents comprehension
  • Network configuration
  • LAN/WAN
  • Information protection
  • Hardware upgrades
  • Staff education and training
  • Security protocols
  • TCP/IP
  • Verbal and written communication
  • Decision-making
  • Data entry
  • Product knowledge
  • Analytical thinking
  • Hardware troubleshooting
  • Product training
  • System diagnostics
  • Issue escalation
  • Support case resolution
  • Call tracking
  • User guidance
  • Call recordkeeping
  • Script adherence
  • Operating systems
  • Knowledge base management
  • Incident tracking
  • Remote technical support
  • Teamwork and collaboration
  • Friendly and patient
  • Customer communication and empathy
  • Organizational skills
  • Problem-solving
  • Highly professional
  • Attention to detail
  • Issue and resolution tracking
  • Software upgrades
  • Interpersonal skills
  • System maintenance
  • Hardware and software repair
  • Troubleshooting network issues
  • Call management
  • System configuration

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Technical Support Representative /Call Center Customer Service Representative

T-Mobile
01.2004 - 05.2025

No Degree - Psychology / Criminal Justice

University of Texas Pan American

Rio Grande City High School

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