Summary
Overview
Work History
Education
Skills
Timeline
Generic

Severo Ochoa

Austin,TX

Summary

Customer-focused Advanced Repair Agent with over 4years of experience diagnosing, maintaining and repairing computer and operating systems. Highly proficient in mainstream applications and operating systems. Skilled in configuring, diagnosing and maintaining wireless and local area networks.

Overview

14
14
years of professional experience

Work History

Service Leader

HEB
03.2023 - Current
  • Handled escalated customer complaints professionally, resolving situations in a manner that satisfied both parties whenever possible.
  • Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
  • Mentored junior team members in best practices for excellent customer service delivery, cultivating a culture of continuous improvement and growth.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Provided primary customer support to internal and external customers.
  • Led by example through consistently maintaining excellent performance standards.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Championed employee recognition programs, celebrating individual achievements and reinforcing the value of ongoing personal development.
  • Managed development of e-learning training materials and activities to enhance learning experiences.

Advanced Repair Agent

Geek Squad - Best Buy
01.2023 - Current
  • Enhanced customer satisfaction by diagnosing and repairing complex electronic devices.
  • Expedited repair processes for improved turnaround time and increased customer satisfaction.
  • Provided excellent customer service, addressing inquiries and resolving technical issues efficiently.
  • Collaborated with team members to streamline repair procedures, reducing average repair time.
  • Utilized advanced diagnostic tools to accurately identify device malfunctions and recommend appropriate solutions.
  • Maintained detailed records of repairs, ensuring accurate tracking and timely completion of work orders.
  • Conducted thorough quality checks on completed repairs to ensure optimal device performance.
  • Assisted in training new technicians, sharing expertise in advanced repair techniques and best practices.
  • Adhered to all company policies and safety guidelines while performing repairs, promoting a secure working environment.
  • Contributed to a positive workplace culture by actively participating in team meetings and sharing ideas for process improvement.
  • Supported colleagues during high-volume periods by taking on additional workload when necessary.
  • Communicated effectively with customers about their device's status throughout the entire repair process, ensuring transparency and trustworthiness in service delivery.
  • Performed regular upgrades to update systems and improve operability.
  • Assembled, maintained and repaired system hardware.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.

Incident Manager

GTT Communication
06.2019 - Current
  • Responded to support tickets within established timeframe to improve customer service.
  • Identified hardware issues caused by component failures using approved diagnostic tools.
  • Utilized Outlook, Microsoft Teams, and other notes taking applications to record incoming and outgoing calls, emails, service requests and faxes.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Trained new hires in our ticketing system and how to manage inbound and outbound call
  • Assisted in technical support process refinement to improve customer service and support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Collected, analyzed and reported on data for use in operational planning.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Coordinated with external vendors to resolve incidents involving third-party systems, ensuring minimal impact on business operations.
  • Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
  • Championed the adoption of new incident management technologies, successfully implementing solutions that improved overall system resilience.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Delivered regular training sessions for staff members on incident management procedures, enhancing overall team efficiency and knowledge sharing capabilities.

Customer Service Specialist, Sales, & Inventory

Best Buy
06.2010 - 01.2023
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Sold various products by explaining unique features and educating customers on proper application.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Answered incoming telephone calls to provide store, products and services information.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Assisted teammates with sales-processing tasks to meet daily sales goals.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Built trusting relationships with customers by making personal connections.
  • Offered product and service consultations and employed upselling techniques.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Worked with fellow sales team members to achieve group targets.
  • Trained new hires in sale procedures, POS navigation, and inventory job roles.

Education

Bachelor of Science - Radio, Television & Film

University of Texas At Austin
Austin, TX
05.2013

Skills

  • Call Center Operations
  • Technical troubleshooting
  • LAN/WAN
  • Service desk support
  • Customer support needs assessment
  • MS Office
  • Teambuilding
  • Organization
  • Leadership
  • Communication
  • Documentation Development
  • Multitasking and Prioritization
  • Performance Tuning
  • Hardware Installation
  • Software repair
  • Computer system repair
  • Diagnostic Skills
  • System Testing
  • Software Installation
  • Technical diagnosis
  • Adaptability
  • Data Analysis
  • Multitasking Abilities
  • Deadline Attainment
  • Teamwork and Collaboration
  • Analytical Skills
  • Reliability

Timeline

Service Leader

HEB
03.2023 - Current

Advanced Repair Agent

Geek Squad - Best Buy
01.2023 - Current

Incident Manager

GTT Communication
06.2019 - Current

Customer Service Specialist, Sales, & Inventory

Best Buy
06.2010 - 01.2023

Bachelor of Science - Radio, Television & Film

University of Texas At Austin

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Severo Ochoa