Michael Mateo
Orlando,FL
Summary
Worked over 5 years as a bilingual advance technical support specialist. React Club member for AT&T, recognized as a top performer for customer service during quarters back to back. Prior to that worked for the government of Puerto Rico, on the water and sewer company as a logistics associate. Completed the leadership program to expand my current skills and knowledge for a better future position. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist
Charter Spectrum
03.2022 - 09.2022
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Advanced Technical Support Specialist, Bilingual Customer Service Specialist
AT
04.2016 - 12.2020
- For Advance Technical support would include assisting customers with electronic device issues including but not limited to cell phone devices, operating systems(software), cable boxes, streaming devices, internet and telephone services, etc.
- Taking payments for fortune 500 companies and customers alike, handling sensitive info daily for customers and companies
- Selling of products offered by AT&T to customers
- Multiple awards for top performance from 2016-2020, React club winner in 2016(multiple back to back top performer in a quarter), Multiple Leadership programs completed yearly from 2016-2020
- Management trainings and programs completed.
Warehouse Associate
Juan, Puerto
06.2013 - 02.2016
- Rico Aqueducts and Sewers Authority, Clean my work area, maintain stock count in the wear house, customer service, deliveries, work on heavy machinery, Data Entry of all dispatches and incoming/outgoing shipments
Education
BA - Graphic Design and Animation
Atlantic University College
05.2011
Skills
- Customer Relationship Management (CRM)
- Payment Processing
- Conflict Resolution
- Decision Making
- Problem Solving
- Performance Metrics
- Critical Thinking
- Active Listening
- Call Center Experience
- Time Management
- Attention to Detail
- Product Knowledge
Languages
Spanish
Native or Bilingual
Timeline
Customer Support Specialist
Charter Spectrum
03.2022 - 09.2022
Advanced Technical Support Specialist, Bilingual Customer Service Specialist
AT
04.2016 - 12.2020
Warehouse Associate
Juan, Puerto
06.2013 - 02.2016
BA - Graphic Design and Animation
Atlantic University College
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