Summary
Overview
Work History
Education
Skills
Personal Qualities
Affiliations
Languages
Timeline
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Saul Contreras

Mission Hills,USA

Summary

Dynamic Software Technician with a proven track record at Medtronic, Inc., showcasing leadership in customer service and technical support. Excelled in software testing and peer-to-peer leadership, ranking within the top percentile nationwide. Fluent in Spanish, adept at prioritizing tasks, and passionate about delivering innovative solutions and training development.

Overview

22
22
years of professional experience

Work History

Advanced PC Software Technician

Medtronic, Inc.
08.2019 - 01.2025

Company Overview: Medical Device Equipment.

  • Assist our field staff and physicians, as well as internal and external customers, with our web-based services, ranging from apps to data-uploading tools.
  • Assistance can range from general assistance, such as website access and password resets, to remote access guided assistance, to uninstalling and reinstalling applications.
  • In certain situations, I may work directly with a clinic's IT (information technology) unit to assist with overriding firewall restrictions.
  • Collaborated with team members to develop innovative solutions for complex problems.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Troubleshot system problems by running diagnostic tests and analyzing results.
  • Diagnosed, repaired and maintained computer hardware and software systems.

24-Hour Tech Support Operations (Internship)

Medtronic, Inc.
06.2018 - 08.2019

Company Overview: Medical Device Equipment

  • Assist our Operations team in reviewing Departmental Operating Procedures to implement updates that align with feedback received from Research & Development, as well as to improve the efficiency of identifying the customer's concern and providing a quick resolution.
  • In addition, I attended product pre-launch and post-launch meetings to ensure all foreseeable concerns are identified and resolved in a timely manner.
  • I also learned how to scan for a surge of specific complaint codes, identify possible causes for the surge, and implement procedures to address the concern.
  • Assessed company operations for compliance with safety standards.
  • Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
  • All of this was done with oversight and guidance from our current operations team.

Advanced PC Software Technician

Medtronic, Inc.
05.2012 - 06.2018
  • Company Overview: Medical Device Equipment
  • Assist our field staff and physicians, as well as internal and external customers, with our web-based services, ranging from apps to our data uploading tools.
  • Assistance can range from general assistance to remote access guided assistance to uninstalling and reinstalling applications.
  • In certain situations, I may work directly with a clinic's IT (information technology) unit to assist with overriding firewall restrictions.
  • Collaborated with team members to develop innovative solutions for complex problems.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Troubleshot system problems by running diagnostic tests and analyzing results.

Training/Education Specialist (Internship)

Medtronic, Inc.
11.2009 - 05.2012
  • Company Overview: Medical Device Equipment
  • Assisted training in multiple six-week training classes, delivering education for the 24-Hour Helpline.
  • Engaged students through activities designed to promote active learning experiences.
  • Conducted assessments to determine appropriate instructional strategies for each student.
  • Chose and implemented program curricula and collaborated with instructors to align teaching strategies to meet educational goals.
  • Prepared and graded subject tests for students.

Senior Customer Service Representative

Medtronic, Inc.
04.2008 - 11.2009
  • Company Overview: Medical Device Equipment
  • Answer incoming calls from customers using Medtronic diabetes therapy products.
  • Identify product issues, and provide immediate resolution; replace the product as necessary.
  • Educate customers on use, and best practices
  • All this is done while maintaining a customer focus at all times.
  • Monitor staff's performance and development.
  • Use tools to ensure the accuracy of complaint notifications and sales orders created in compliance with regulatory regulations.

Customer Service / Technical Support

Process America
09.2007 - 03.2008
  • Inbound calls are made on a daily basis to deal directly with merchants regarding their accounts with our company, and to assist them with transaction history and daily deposits.
  • If needed, I will do minor bookkeeping to assure the merchants' books match with our records.
  • I work closely with our Risk Management team to ensure our merchants are notified if any chargebacks are presented, and I let them know the procedures and what is required to have the matter resolved.
  • I also make outbound calls to welcome our new customers, as well as to follow up on present customers.
  • I am in charge of collecting past-due amounts from customers and obtaining authorization to automatically debit from their accounts.
  • All this is simplified by working closely with my colleagues and maximizing the efficiency of the programs and systems that are made available to suit my needs.

Customer Marketing / Sales Associate

Bank of America
02.2007 - 07.2007
  • Answer heavy inbound calls, and inform customers of current promotional offers on their credit card accounts
  • As well as service the account for general customer service
  • During my 1st month on the floor among 2200 associates nationwide I ranked 93rd in the nation and ranked 1st in my team

Customer Service / Default Collections Specialist

Washington Mutual
10.2004 - 02.2007
  • Assist customers in collecting payments while using negotiating skills via phone, and offer re-payment plans or loan modifications (if eligible) to help bring down their delinquency
  • I would also skip trace the customers information for possible leads (relatives, friend, neighbors etc.) and contact them for possible info on customer
  • All this was accomplished by using zabasearch, 411.com, and fast data

E.C.C Specialist

Washington Mutual
10.2004 - 02.2007
  • Assist Washington Mutual customers with their banking needs, and offered a variety of products and services that may be of use to the customer
  • Performed mentoring session's for new hires, as well as fellow team members per my manager's request
  • I was among the top 25 bankers for the Chatsworth site throughout the time I was employed as a Telephone Banker
  • I won the best of ECC for the final quarter I was there, before transferring to the default collections position

Express Lube Assistant Manager

Rydell Automotive Group
11.2002 - 10.2004
  • Met, and exceeded the stores expectation
  • Also set a store record as far as service levels
  • Listened to customer concerns and complaints, and used my available tools to overcome, but satisfy the customer's needs
  • I offered a variety of products and services that may benefit the customer

Sales and Leasing Consultant

DCH Toyota of Simi Valley
11.2003 - 09.2004
  • Tracked inventory levels of vehicles available for lease and ordered additional units when needed.
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
  • Developed relationships with customers and presented promotions that increased shelf space, sales and profit.
  • Obtained referrals from satisfied customers by regularly following up with established personal and business customers.

Education

Bachelors of Science - Business Administration

Ashford University
01.2025

High school or equivalent -

San Fernando High School
San Fernando, CA
06.2001

Skills

  • Customer Service expert
  • Leadership Background
  • Proven Multi-tasking background
  • Microsoft office expertise
  • Peer to Peer Leadership
  • Prioritize tasks and manage workflow
  • Fluent in Spanish
  • Software documentation
  • Software testing
  • Service desk support
  • Application support
  • Incoming call management
  • Application installations
  • Service schedule coordination
  • Training development

Personal Qualities

  • Exceptional Customer Service skills
  • High Standards
  • Leadership Background
  • Exceptional Communication skills
  • Passion to win
  • Exceptional Multi-tasking
  • Always open to change
  • Microsoft office expertise
  • Peer to Peer Leadership
  • Prioritize tasks and manage workflow
  • General office environment
  • Comfortable with fast paced environment
  • Fluent in Spanish

Affiliations

  • Travel Enthusiast
  • Cultural Adaptation
  • Cooking

Languages

Spanish
Professional

Timeline

Advanced PC Software Technician

Medtronic, Inc.
08.2019 - 01.2025

24-Hour Tech Support Operations (Internship)

Medtronic, Inc.
06.2018 - 08.2019

Advanced PC Software Technician

Medtronic, Inc.
05.2012 - 06.2018

Training/Education Specialist (Internship)

Medtronic, Inc.
11.2009 - 05.2012

Senior Customer Service Representative

Medtronic, Inc.
04.2008 - 11.2009

Customer Service / Technical Support

Process America
09.2007 - 03.2008

Customer Marketing / Sales Associate

Bank of America
02.2007 - 07.2007

Customer Service / Default Collections Specialist

Washington Mutual
10.2004 - 02.2007

E.C.C Specialist

Washington Mutual
10.2004 - 02.2007

Sales and Leasing Consultant

DCH Toyota of Simi Valley
11.2003 - 09.2004

Express Lube Assistant Manager

Rydell Automotive Group
11.2002 - 10.2004

Bachelors of Science - Business Administration

Ashford University

High school or equivalent -

San Fernando High School
Saul Contreras