Robert Moya
Visalia,CA
Summary
Detail oriented individual with experience in technical and customer experience. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Products/Technical Support Specialist
Netafim USA
05.2018 - Current
- Assists contractors, dealers and end users in identifying issues and providing solutions to restore service and functionality
- Manage high levels of call flow and responded to technical support needs, areas included the US and Canada
- Collaborates with colleagues in both domestic and international support facilities
- Offers troubleshooting of irrigation issues across agriculture, residential and greenhouse markets
- Translates technical issues into digestible language for non-technical users
- Resolves diverse range of technical issues across multiple systems and applications for dealers and end-users across various time zones
- Assists customers with product selection based on stated needs, proposed use and budget
- Resolves escalated issues by serving as subject matter expert on wide-ranging issues
- Identifies potential sales and cross-selling opportunities in course of delivery of support services
- Collaborates with product managers to launch new products, escalation of technical issues and development of new product lines
- Senior expert in creation and management of SKUs through SAP
- Creation of bills of materials for various custom products
- Training and creation of training materials for in-house customer service team
- Providing escalated technical support for a team of 50 sales representatives servicing all of the US and Canada.
Technical/Customer Support Specialist
National Diversified Sales
02.2014 - 05.2018
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Recorded and maintained relevant notes for each client and work order
- Activated accounts for clients interested in new services
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Resolved concerns with products or services to help with retention and drive sales
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Customer Service Analyst
CIGNA HEALTHCARE
07.2006 - 05.2013
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to better the customer experience
- Provided excellent customer care by responding to requests, assisting with product selection and handling orders and adjustment to plans
- Focused on existing client retention and developing new client relationships
- Investigated and resolved customer inquiries and complaints rapidly
- Maintained strong knowledge of medical terminology to better understand and explain services and procedural options to clients.
Education
Associate of Arts - Business Administration
San Joaquin Valley College
Skills
- Account Administration
- Multitasking and Prioritization
- Defect Analysis and Resolution
- Troubleshooting Acumen
- Training Materials Development
- Issue and Resolution Tracking
- Active Listening
- Highly Professional
- LEAN 5s/Kaizen
- Technical Troubleshooting
- Remote Support
- Incident Management
- Application installations
- Account Management
- Customer Support
- System diagnostics
- Hardware upgrades
- Application support
- Customer experience management
- Telephone support
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Presentation Skills
- Public Speaking
- Relationship Building
- Product Sales
- Team training and development
- Issue Escalation
- Product Knowledge
Affiliations
- Irrigation Association, Awards and Honors Group
Timeline
Products/Technical Support Specialist
Netafim USA
05.2018 - Current
Technical/Customer Support Specialist
National Diversified Sales
02.2014 - 05.2018
Customer Service Analyst
CIGNA HEALTHCARE
07.2006 - 05.2013
Associate of Arts - Business Administration
San Joaquin Valley College
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