Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ralph Orelus

Margate,FL

Summary

Personable and dedicated with experience in the technology industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Motivated to maintain customer satisfaction and contribute to company success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Print Production Team Lead

UKG
11.2023 - 03.2024
  • Act as Lead for contingent workforce population of 25 during year-end project.
  • Daily Report on Headcount, including performance feedback
  • Weekly Timesheet Review
  • Provide support to print service team to research escalated print production issues.
  • Assist management with audits and evaluations.
  • Produce and separate clients’ reports, checks and vouchers. Seal checks and validate check counts.
  • Packages clients’ paychecks and vouchers along with applicable reports. Sorts packages and logs by applicable delivery service. Confirms successful FedEx, UPS, and courier deliveries.
  • Ensures paychecks and vouchers satisfy all quality requirements and, when necessary, initiates corrective actions based on departmental operating procedures.
  • Notify management of any issues with supplies or production equipment.
  • Reviews / audits vendor billing for delivery services.
  • Train on department processes related to year-end processing
  • Conducted regular reviews of operations and identified areas for improvement.

Customer Service Team Lead

DirecTV, LLC.
10.2021 - 03.2023
  • Provide regular feedback and coaching to team members to help them improve their performance
  • Manage the day-to-day operations of the customer service team, including scheduling, staffing, and training of a team of 14 agents
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Acquire extensive knowledge of products and services – to be able to resolve problems and offer advanced personalized solutions to each customer
  • Utilize operational systems to process purchases of all products and services
  • Demonstrate strong verbal and written communication skills
  • Utilize various systems and tools to assist customers.

Microsoft Customer Help Desk

Sykes Enterprises Inc.
09.2016 - 04.2019
  • Respond to customer inquiries and provide technical support through phone, email, chat, and social media channels
  • Troubleshoot technical issues related to Microsoft products and services, including hardware, software, and network connectivity issues
  • Document customer interactions and resolutions in our customer service database
  • Provide guidance and assistance to customers with account management, billing, and subscription-related issues
  • Escalate complex technical issues to senior technical support staff for further assistance
  • Continuously update knowledge of products and services and share feedback with the team to improve customer service.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Identified issues, analyzed information and provided solutions to problems.

2020 Census Questionnaire Customer Service Assistance

Maximus Federal Services
03.2020 - 10.2021
  • Follow defined Census program information, processes, and procedures
  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Adhere to Census approved scripts in conducting interviews and completing forms
  • Use frequently asked questions (FAQs) and help text to look up and provide information to inquiries
  • Meet or exceed the Census program performance metrics of 97% quality and adherence of 93%
  • Enter data into the desktop application to accurately capture all responses
  • Adhere to the Title 13 requirements for maintaining confidentiality of all Census data
  • Follow defined Census guidelines as they apply to completing Census forms
  • Escalate threats immediately to a supervisor if made to Census workers, buildings, governmental buildings or the President
  • Adapted communication style to accommodate diverse populations within assigned territory, promoting inclusivity and respect during each interaction.
  • Resolved conflicts or misunderstandings with respondents diplomatically, ensuring a positive experience for all parties involved.

Google Search Quality Evaluator

Sykes Enterprises Inc.
02.2019 - 03.2020
  • Use Google's online tool for rating searches, review online content including text, images, web pages, and more
  • Learn and maintain knowledge of region/culture web ads are targeting
  • Rate the relevance of search results and maintain current computer software and hardware.
  • Identified and documented quality discrepancies for management to develop resolutions.
  • Completed keyword research and analyzed SEO and PPC campaigns to identify gaps and opportunities.
  • Increased efficiency in the evaluation process through the implementation of standardized tools and methodologies.

Education

Bachelor of Applied Science in Cybersecurity -

Broward College
Fort Lauderdale, FL
01.2025

High School Diploma -

Northeast High School
Oakland Park, FL
01.2016

Skills

  • Good listening skills and the ability to effectively communicate under pressure
  • Excellent written and oral communication skills
  • Technology savvy and able to type over 60 WPM
  • Adaptive team player
  • Being self motivated and comfortable with working in a fast-paced environment
  • Excellent leadership skills, with the ability to motivate and inspire team members

Certification

  • CompTIA A+ Technician
  • CompTIA Security+
  • CompTIA Network+

Timeline

Print Production Team Lead

UKG
11.2023 - 03.2024

Customer Service Team Lead

DirecTV, LLC.
10.2021 - 03.2023

2020 Census Questionnaire Customer Service Assistance

Maximus Federal Services
03.2020 - 10.2021

Google Search Quality Evaluator

Sykes Enterprises Inc.
02.2019 - 03.2020

Microsoft Customer Help Desk

Sykes Enterprises Inc.
09.2016 - 04.2019

Bachelor of Applied Science in Cybersecurity -

Broward College

High School Diploma -

Northeast High School

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Ralph Orelus