Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

RICARDO BENAVIDES JR

Austin,TX

Summary

To be a contributing member of an organization with an opportunity for growth and advancement, where I may continue to utilize my organizational skills and expertise.

Overview

11
years of professional experience

Work History

Arizona Tile & Stone Specialist (Aston Carter)
Austin, TX

Customer Service Coordinator (Bilingual Spanish)
04.2024 - 06.2024

Job overview

  • Offered tailored assistance to fabricators and customers in identifying optimal slab solutions, addressing the requirements of both English and Spanish-speaking individuals.
  • Scheduled deliveries based on specific areas and routes, ensuring timely delivery to meet customer deadlines.
  • Researched new products or services that may be beneficial to customers.
  • Performed data entry tasks related to customer accounts and order processing.
  • Maintained accurate records of customer interactions and transactions.
  • Coordinated various customer service activities such as handling inquiries, resolving complaints, and offering product information through email, phone, and face-to-face interactions.
  • Maintained in-depth knowledge of products, promoting sales and introducing customers to new or alternative products as needed.

EOG TATA Consultancy Services (TCS)
Austin, TX

Video On Demand Agent Help Desk/ Media Analytic Specialist
09.2018 - 10.2023

Job overview

  • Live stream monitoring using Google tools and dashboard.
  • Controlling DVRs(Digital Video Recordings) by adjusting schedule of events as content schedule shifts (events run long or short).
  • Maintain active awareness of multiple simultaneous video feeds with meticulous attention to detail.
  • Check email notifications for requests and updates from YouTube internal teams and vendors/providers.
  • Address incoming email escalations and work on root cause analysis.
  • Monitor and maintain the YouTube TV Operations within SLAs.
  • Quality assurance for various Youtube TV workflows.
  • Monitor YouTube TV embargoes accuracy to ensure 24x7 operations and resolving service impacts as they occur within SLA.
  • Handle escalated issues and work closely with YouTube TV internal, Cross functional teams and vendors/providers to resolve network/video issues.
  • Troubleshoot, escalate and communicate issues on time.
  • Suggest workflow improvements based on practical implementation to the upper management.
  • Currently playing a prominent role as In-charge of VOD (Video on demand) Service Desk ticket dispatching
  • Assisting with VOD emails from partners like Paramount, HBO, Showtime, Telemundo, etc
  • Manage escalation metrics for the VOD team
  • Maintaining quality scores and making sure turn around time meets our SLA.

Rodan & Fields Skin Care Company
Austin, TX

Consultant Support Bilingual Agent/Team Lead (Spanish)
01.2016 - 04.2018

Job overview

  • Optimized productivity, effectiveness, and efficiency while working as part of the Rodan and Fields consultant support team.
  • While taking on difficult challenges and efficiency of creating solutions with the ability to multitask between incoming calls and emails.
  • Educated Consultants on Policy and Procedures with a focus on ensuring compliance.
  • Responsibilities included receiving inbound calls and emails from customers and consultants.
  • Demonstrated leadership by guiding and mentoring team members to enhance their performance metrics.
  • Provided support to representatives in handling escalations where all other resolutions were exhausted.

Austin, TX

TMHP/ BCforward Accenture Medicaid CSR agent
01.2015 - 08.2015

Job overview

  • Responsibilities included updating and analyzing medical claims.
  • Communicated with Primary Physicians and explained billing code errors and how to amend any mistakes for approval.
  • Received approximately 60-80 inbound calls regarding inquiry claims.
  • Assisted Medicaid and Medicare patients with changes and coverage.

Austin Energy
Austin, TX

Bilingual Tier 2 CSR/Dispatcher
07.2013 - 08.2014

Job overview

  • Responsibilities included delivering a high level of service to clients in the Enrollment process for Electric, Water, and Solid Waste Services.
  • Answering inquiries concerning the City of Austin utilities service, products, and billing.
  • Required to be on call 24hrs in case of any emergencies the city may be experiencing Ex. (Weather outages, Blackouts, Transformer blowouts)
  • Provided support and guidance to customers in preventing service disruptions through payment arrangements.
  • Promoted to a Team Lead and utilized my skills in de-escalating and problem solving.
  • Coordinated response by dispatching crews to reported outages.

Education

John B Connally High School

High School Diploma
01.2002

University Overview

GPA: 3.4

Skills

  • Bilingual (Spanish)
  • Microsoft
  • Reading xml
  • Microsoft Word
  • Excel
  • OSI Collections
  • IT support
  • Payroll
  • Quality Control
  • Retail Sales
  • Technical Support
  • Logistics Coordinator
  • Dispatcher
  • Peer training
  • Conflict resolution
  • Gracenote
  • Media Analytic Specialist
  • Knowledgeable in Medicaid and Medicare claims
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Service Coordinator (Bilingual Spanish)
Arizona Tile & Stone Specialist (Aston Carter)
04.2024 - 06.2024
Video On Demand Agent Help Desk/ Media Analytic Specialist
EOG TATA Consultancy Services (TCS)
09.2018 - 10.2023
Consultant Support Bilingual Agent/Team Lead (Spanish)
Rodan & Fields Skin Care Company
01.2016 - 04.2018
TMHP/ BCforward Accenture Medicaid CSR agent
01.2015 - 08.2015
Bilingual Tier 2 CSR/Dispatcher
Austin Energy
07.2013 - 08.2014
John B Connally High School
High School Diploma

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