Hi, I’m
Leeza Duran
Sunnyvale,CA
Life is made up of a series of judgments on insufficient data, and if we waited to run down all our doubts, it would flow past us.
Learned Hand
Summary
Detail-oriented Customer Support Lead ready to bring safety performance and culture to promote sustainable value. Demonstrates excellent time management techniques and organizational skills to meet business targets. Interacts effectively, utilizing good communication skills, cooperating purposefully, and providing guidance to mitigate risks.
Overview
14
years of professional experience
Work History
AsurionSan Jose, CA
Lead Technical Consultant
04.2017 - 09.2022
Job overview
- Encourage team to meet their 80% c-sat and 10% exchange rate goals in order to earn monthly rewards like ace points, groceries, and cash awards.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Updated project manager twice weekly regarding status of open projects.
- Wrote easy-to-understand user interface text and developer guides to increase end-user comprehension.
- Trained staff and users to work with computer systems and programs.
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications.
- Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions.
- Assembled and installed communication equipment.
- Assisted with customer requests and answered questions to improve satisfaction.
- Planned and completed group projects, working smoothly with others.
- Built and established strong partnerships with teams, vendors and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Coordinated and planned work shift schedules according to availability.
- Oversaw staffing and related operations, spanning interviewing, hiring and mentoring personnel.
- Prepared KPI reports to measure employee productivity and progress.
- Participated in physical inventory counts to keep information accurate and current.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Troubleshot program and system malfunctions to restore normal functioning.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Devised incisive workarounds and resolutions for IT-related problems.
AsurionMilpitas, CA
5g Service Technician
10.2021 - 07.2022
Job overview
- Followed established safety rules, OSHA guidelines and company safety policies and procedures.
- Trained new team members on service processes to increase productivity.
- Traveled to customer locations to complete work for pre-set appointments.
- Conducted service appointments to diagnose and fix problems.
- Examined previously completed work for accuracy.
- Set up and operated mechanical and manual tools and equipment.
- Implemented troubleshooting tactics to identify causes of poor machine performance.
- Completed documentation promptly, enabling service requests to be properly recorded and tracked.
- Logged services performed in service ticket system.
- Reconditioned and repaired machine systems and components to return to operation.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Adjusted, connected, or disconnected wiring, piping and tubing to complete repairs and installations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Maintained high-performing CSAT completion, with a monthly success rate of 90% and a response rate above 85%.
Sprint
LEAD RETAIL CONSULTANT
11.2014 - 04.2017
Job overview
- Provide billing assistance to customers by outlining additional charges for late payments, third-party fees, overseas fees, etc
- Help clients in approving credits when billing irregularities arise from inaccurate plan estimates, system errors, or a lack of credits for promotional products by escalating problems to national sales support teams
- Delegated tasks to sales consultants such as filling accessory pegs, changing phone pricing and maintaining the store appearance
- Ensure sales goals are met by updating the sales board with an hourly review of inventory sold for new activations,upgrades and accessory sales, and assist with closing customers who are reluctant to switch
- Assist as a liaison when flags were placed on new or existing accounts due to suspicious activity or identity verification issues
- Submit supporting documents to the fraud team via email, chat or fax
- Assist credit team with vetting for flags during id authenticity or applications that would require over the phone verification via interview
- Delegate jobs to attract customers during off-peak hours, print flyers to distribute at neighborhood businesses, make cold calls using Salesforce data, and use our business bowl to propose fresh promotions to both existing and prospective customers
- Help customers with upgrading their devices by checking their accounts to make sure they are eligible for an upgrade.
Education
DE ANZA COLLEGE
AA from Administration Of Justice, Law enforcement
05.2014
Skills
- Project Management
- People Skills
- Customer Service
- Fluent in Spanish
- Problem Resolution
- Supervision & Leadership
- Training & Development
- Maintenance & Repair
- KPIs(NPS, CSAT, QA, AHT)
- Voice of customer
- Network Configuration
- Helpdesk Administration
- Operating System Installation
- Issue Resolution/Troubleshooting
- User training
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
5g Service Technician
Asurion
10.2021 - 07.2022
Lead Technical Consultant
Asurion
04.2017 - 09.2022
LEAD RETAIL CONSULTANT
Sprint
11.2014 - 04.2017
DE ANZA COLLEGE
AA from Administration Of Justice, Law enforcement