Mark Alvarado
Las Vegas,NV
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
Work History
Technical Customer Support
Space X
10.2023 - Current
- Provide technical support to customers using hardware, software, and network expertise
- Surface product, process, and training issues by pairing quantitative and qualitative methods
- Collaborate with internal teams to create and improve troubleshooting workflows and resolve root-cause issues.
- Demonstrate excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
Customer Service Rep
CR&R Incorporated
02.2023 - 09.2023
- Handle 90 + calls daily, with duties including scheduling work orders, entering data, and creating new accounts
- Deescalate upset customers by actively listening and empathizing with their concerns and offering a solution
- Received an average 85% customer satisfaction rate, 10% higher than the company average
- Manage my time effectively by prioritizing tasks, setting realistic deadlines, and minimizing distractions.
Food Expo
El Chingon
08.2022 - 01.2023
- Coordinated communication between the kitchen and front-of-house staff to ensure timely and accurate food delivery
- Managed food orders and ensured proper plating, garnishing, and presentation before serving to guests
- Maintained a clean and organized work area, optimizing efficiency and minimizing errors
- Collaborated with chefs and servers to address any food quality or timing issues, ensuring guest satisfaction
- Monitored inventory levels and communicated with suppliers to ensure timely restocking of ingredients.
Lead Passport Agent
SDSU Passport Office
11.2017 - 12.2022
- Experienced passport specialist with a strong background in inspecting citizenship documentation, identification, and passport applications
- Extensive knowledge of the state Department regulations regarding passport application requirements and procedures in accepting passport applications
- Screened passport applications received from the SDSU community by verifying required documents for compliance purposes and verified customer information to process passport applications and prevent fraudulent activities
- Monitored the office whenever my supervisor was occupied with meetings and interviews
- I supervised my co-workers and assisted them with my knowledge of passport acceptance
- Trained new hires on passport acceptance protocols and explained how we can resolve difficult situations with customers
- Assisted customers with detailed steps to correctly fill out a passport application to avoid any future delays
- Collected the exact amount for passport fees to ensure that the customers received the passport that best fit their travel situation
- Translated passport applications for individuals who only understood Spanish
- During my translation, I explained what documents and fees are required.
SDSU Cares Manager
San Diego State University
04.2020 - 06.2020
- Selected to participate in a specialized task force geared towards student outreach and retention
- Researched and contacted appropriate resources to help students succeed
- Completed weekly reports and participated in weekly meetings
- Called first-time college students in different countries to check in to see if they were up to date with SDSU requirements.
Education
Bachelor of Arts Sociology -
San Diego State University
08.2023
Skills
- Bilingual in Spanish
- Proficient with Microsoft/Google (Word, Teams, Excel, PowerPoint) (Sheets, Docs, Google Calendar)
- Cash handling experience
- Customer service
- Conflict resolution
- Empathy and patience
- Remote Support
- Software Installation
- Ticketing System Experience
Timeline
Technical Customer Support
Space X
10.2023 - Current
Customer Service Rep
CR&R Incorporated
02.2023 - 09.2023
Food Expo
El Chingon
08.2022 - 01.2023
SDSU Cares Manager
San Diego State University
04.2020 - 06.2020
Lead Passport Agent
SDSU Passport Office
11.2017 - 12.2022
Bachelor of Arts Sociology -
San Diego State University