Manuel Marquez
El Paso,TX
Summary
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
11
11
years of professional experience
Work History
Technical Support Team Lead
Movate
02.2022 - 02.2024
- Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
- Created detailed reports on team performance metrics, presenting valuable insights to senior management during quarterly reviews.
- Implemented an internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
- Increased first-contact resolution rates by implementing thorough quality assurance measures across all support interactions.
- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
- Monitored systems in operation and quickly troubleshot errors.
Customer Service Team Leader
Global Inc.
03.2020 - 02.2022
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Prepared CSAT reports by collecting and analyzing customer information.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Developed efficient schedules, optimizing team resources to meet fluctuating demand.
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
Customer Service Representative
C3 Customer Contact Channels
01.2018 - 03.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Service Department Manager
U.S Air Force
10.2012 - 12.2017
- Coordinated cross-departmental efforts to ensure seamless delivery of services to clients throughout their experience with the company.
- Reduced employee turnover by providing ongoing training, mentoring, and fostering a positive work environment.
- Implemented regular team-building activities, fostering camaraderie and boosting overall job satisfaction within the department.
- Launched quality assurance practices for each phase of development
- Optimized inventory management processes, reducing excess stock while ensuring availability of critical parts when needed.
- Analyzed service reports to identify areas of improvement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Demonstrated strong leadership skills by motivating employees through recognition programs and fostering an atmosphere conducive to collaboration among teammates.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Education
Counseling Psychology
New Mexico State University
Las Cruces, NM01.2019
Psychology
Park University
Online 01.2016
Skills
- QA call review
- Coaching and mentoring
- Tracking and Documentation
- Data Recovery
- Remote Technical Support
- Microsoft applications
- Windows 10
- Computer Diagnostics
- Project organization
- Supervising
- Business operations
Accomplishments
- Trained and led technical support teams of more than 30 support specialists.
- Recipient of individual and departmental awards for providing stellar client service.
- Completed intensive training in database fundamentals and software engineering.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Air Force achievement medal
For excellent service without and disciplinary actions of any kind.
SrA BELOW THE ZONE! Promoted to E-3 in for 2 years of service.
Timeline
Technical Support Team Lead
Movate
02.2022 - 02.2024
Customer Service Team Leader
Global Inc.
03.2020 - 02.2022
Customer Service Representative
C3 Customer Contact Channels
01.2018 - 03.2020
Service Department Manager
U.S Air Force
10.2012 - 12.2017
Counseling Psychology
New Mexico State University
Psychology
Park University