Plejmc Uribe
San Antonio,Texas
Summary
My priority is to provide a clear understanding of our mission and goals. World Class Customer Service is one of my mottos. My passion is to always advance those individuals with solid potential and a willingness to grow within the organization. My knowledge of technical support and willingness to support my staff, take the initiative and create a team work atmosphere makes me a valuable asset to any company. You will always find me adapting to any organizational changes as needed.
Overview
17
17
years of professional experience
Work History
Repair Technician
22nd Century Technologies
San Antonio, TX
11.2021 - 08.2025
- Diagnosed hardware and software issues in laptops for customers.
- Repaired, replaced, and upgraded laptop components efficiently.
- Collaborated with team members to streamline repair processes.
Technical Support Representative
Charter Communications (Time Warner Cable)
San Antonio, TX
10.2019 - 11.2021
- Provided technical assistance to customers through phone and online support.
- Diagnosed and resolved service issues with cable and internet services.
- Guided customers in using equipment and troubleshooting common problems.
- Documented customer interactions in the support database for future reference.
Computer Repair Technician
San Antonio, Texas
10.2017 - 11.2021
- Diagnosed hardware issues in desktops and laptops for various customers.
- Repaired operating systems and restored software functionality for client devices.
- Conducted routine maintenance checks to ensure optimal device performance.
- Assisted customers in understanding basic troubleshooting techniques for their devices.
Contact Center Team Manager
Wells Fargo Virtual Channels
San Antonio, TX
06.2015 - 10.2017
- Led a team of phone banking representatives, focusing on customer satisfaction.
- Developed incentive programs to drive performance and engagement.
- Promoted a positive, metrics-driven work environment.
Customer Care Supervisor
Xerox Commercial Solutions, LLC
San Antonio, Texas
05.2012 - 06.2015
- Supervised daily operations of customer care team for service excellence.
- Trained staff on customer service protocols and best practices.
- Conducted performance evaluations to ensure quality standards were met.
- Developed training materials to enhance employee knowledge and skills.
- Collaborated with management to implement process improvements in customer care.
- Resolved escalated customer issues effectively and promptly.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
Quality Analyst
Xerox commercial Solutions, LLC.
San Antonio, Texas
05.2011 - 05.2012
- Analyzed call recordings to assess quality and adherence to guidelines.
- Reviewed agent performance and provided actionable feedback for improvement.
- Collaborated with management to develop training materials for staff.
Customer Care Associate
Xerox Commercial Solutions
San Antonio, Texas
11.2010 - 05.2011
- Assisted customers with inquiries through phone and email communications.
- Resolved customer complaints by providing timely and effective solutions.
- Maintained up-to-date knowledge of product offerings and services available.
Field Service Technician (Contract Work)
Avid Technology Resources
Santee, SC
03.2010 - 11.2010
- Diagnosed technical issues using diagnostic tools and troubleshooting techniques.
- Maintained accurate service records and documentation for all repairs completed.
- Communicated effectively with customers to address concerns and provide solutions.
- Coordinated with suppliers for timely parts procurement for repairs needed.
- Performed on-site installation, routine maintenance and minor repairs to systems.
Computer Technician
San Antonio, Texas
08.2008 - 03.2010
- The daily tasks would include processing customer requests, upgrading, maintaining, and troubleshooting hardware as well as software.
- The management aspect would include identifying efficient ways to promote the business and obtaining sufficient clientele.
Education
Associates of Applied Science - Electronic Engineering Technology
Hallmark University
San Antonio, TX01-1997
Skills
- Technical troubleshooting
- Billing inquiries
- Team leadership
- Conflict resolution
- Effective communication
- Performance metrics
- Employee training
- Client communication
- Multitasking and organization
- One call resolution
Timeline
Repair Technician
22nd Century Technologies
11.2021 - 08.2025
Technical Support Representative
Charter Communications (Time Warner Cable)
10.2019 - 11.2021
Computer Repair Technician
10.2017 - 11.2021
Contact Center Team Manager
Wells Fargo Virtual Channels
06.2015 - 10.2017
Customer Care Supervisor
Xerox Commercial Solutions, LLC
05.2012 - 06.2015
Quality Analyst
Xerox commercial Solutions, LLC.
05.2011 - 05.2012
Customer Care Associate
Xerox Commercial Solutions
11.2010 - 05.2011
Field Service Technician (Contract Work)
Avid Technology Resources
03.2010 - 11.2010
Computer Technician
08.2008 - 03.2010
Associates of Applied Science - Electronic Engineering Technology
Hallmark University
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