RUDY VALDERAS
Summary
My name is Rudy Valderas I am a Versatile customer support agent and Subject matter expert with 10 years of experience assisting customers and creating learning tools using active listening and customer needs assessment to offer targeted solutions. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas. Executed on-time and under-budget project management on complex issues for senior leadership. Managing all returns and door additions from wholesale manufacturers. Guided employees through routine and complex administrative situations with decisive but motivational approach.
Organized Content Creator with distinguished knowledge of technical support procedures. Successful at increasing productivity and efficiency through procedure and knowledge-base development. I am very versed in customer support, data management, content creation, agent consulting, and other skill-sets and experience i have acquired through my professional career in Austin. I would love to be part of the team and use my skill-sets to go above and beyond to help your clients and customers alike!
Overview
10
10
years of professional experience
Work History
Facility Administrator/Technician
Aerotek
Round Rock, TX
02.2021 - 10.2021
- Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean and functional environment.
- Communicated with general managers and facility teams regarding upcoming repairs and projects.
- Directed vendors, facilities staff and service providers as required to create efficient and non-disruptive work environment.
- Served as point of contact for internal and external customers seeking support and information.
- Assisted Facilities Manager in project implementation, materials procurement, contract preparation and scheduling.
- Pushed contractors and vendors to complete projects within specified timelines.
- Managed minor appliance issues and scheduled repairs.
- Assisted with meetings and conference room reservations.
- Prepared action plans to establish procedures for various emergency situations.
Hardware/Software Support Engineer
Peloton
Plano, TX
06.2020 - 02.2021
- Analyzed supportability aspects of proposed products, defining required remote and on-site support assets needed for adequate post-sale sustainability.
- Provided initial support on software tickets submitted for Products and Services, maintaining resolution rate of 95%.
- Performed root cause analysis and general troubleshooting.
- Configured hardware, devices and software to set up products for customers.
Service Agent
GOOSEHEAD INSURANCE
Grapevine, TX
11.2019 - 06.2020
- Answer any questions or concerns policy holders have with their insurance claims
- Explain features of polices and both advantages and disadvantages of various policies
- Inspect 5-10 properties per month, examine general conditions, type of construction, age, and other characteristics to calculate insurance risks
- Customize insurance programs to suit individual customers, often covering a variety of risks
- Working large caseloads and answering high call volume
- Hardware/Software Support Agent (PELOTON)
- Working large caseloads efficiently
- De-escalating unhappy members
- Product technical support
- Gathering data and creating JIRA files
- Processing billing and RMA orders
- Managed client correspondence, order tracking and data communications
- Prioritized and completed multiple tasks simultaneously, seeing that projects were completed by deadlines
- Corresponding and guiding Nest Professional installers via email and phone
- Working directly with order management tools and agents to resolve product order related issues.
Nest Pro Administrator
NEST, Everise Inc
Austin, TX
11.2018 - 11.2019
- Smoothly facilitated communication between departments, management and customers to resolve issues and achieve performance targets.
Subject Matter Expert/Installer
TRUSOURCE LABS
Austin, Texas
07.2018 - 11.2018
- Creating knowledge-base articles and procedural content and guidelines
- Customer installation support via video chat
- Gathering and analyzing feedback from customers to improve experience
- Scheduling roundtable meetings with company owners and investors about improvements and issues
- Created detailed reports based on observations from customer feedback analysis.
Case Consultation Team Member
TRUSOURCE LABS
Austin, Texas
04.2017 - 10.2018
- Maximized customer satisfaction by handling customer email and telephone interactions each day
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions and resolving issues quickly
- Provided top quality control and eliminated downtime to maximize customer experience
- Executed outbound calls each week to existing customers, resulting in increase in productivity
- Consulting with entry level support agents and walking them through resolving issues for customers
- Taking ownership of unresolved cases and quickly and efficiently resolving them
- Managing and distributing cases to entry level and senior level support agents.
Tier 2 Technical Support, Technical Support
TRUSOURCE LABS, TRUSOURCE LABS/AEROTEK
Austin, Texas
01.2016 - 12.2016
- Worked with engineers to troubleshot and resolve testing failures
- Monitored multiple databases to keep track of all company inventory
- Delivered exemplary customer service and support by remaining poised in most stressful situations
- Escalated engineering issues to Tier 3 for remediation assistance
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
- Documented repair processes and helped streamline procedures for future technical support actions
- Assisted online users via live chat, web conference and phone to resolve issues related to Nest Products
- Helping customers with complex issues that could not be resolved at the Tier 1 support level
- Processing reimbursements for customers
- Tier 1
Tier 1 Technical Support (NEST) / AEROTEK
Aerotek
Austin, TX
06.2015 - 12.2015
- Applied consultative approach to collect information on customer service, account and technical concerns
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Prepared, completed and processed customer account forms and database changes
- Upheld high standards of customer services by responding to inquiries, needs and problems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to determine best methods to resolve service and billing issues
- Read and interpreted technical documentation in order to accurately configure equipment
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Reviewed customer data to assess current issues and determine potential solutions.
Education
Graphic Art & Design
Westwood College
Skills
- Business development and planning
- Database Management
Call center operations
Call control skills
Inbound phone call management
Quality assurance controls
Quality assurance optimization
Documentation and reporting
Resolving issues
Analytical abilities
Payment processing
Data entry
Customer communications
Interpersonal skills
Data gathering
System documentation
Providing customer support
Call documentation skills
Professional telephone voice
Communicating with clients
Account updating
Technical troubleshooting
Program development
Individual and group instruction
Timesheet processing
Attention to detail
Presentations
Elite soft skills
Video instruction
Training program design
Customer support needs assessment
Exceptional telephone etiquette
Call center experience
Procedures implementation
- Policy and procedure adherence
- Goals and performance
- Order management
Timeline
Facility Administrator/Technician
Aerotek
02.2021 - 10.2021
Hardware/Software Support Engineer
Peloton
06.2020 - 02.2021
Service Agent
GOOSEHEAD INSURANCE
11.2019 - 06.2020
Nest Pro Administrator
NEST, Everise Inc
11.2018 - 11.2019
Subject Matter Expert/Installer
TRUSOURCE LABS
07.2018 - 11.2018
Case Consultation Team Member
TRUSOURCE LABS
04.2017 - 10.2018
Tier 2 Technical Support, Technical Support
TRUSOURCE LABS, TRUSOURCE LABS/AEROTEK
01.2016 - 12.2016
Tier 1 Technical Support (NEST) / AEROTEK
Aerotek
06.2015 - 12.2015
Graphic Art & Design
Westwood College