Tony Cespedes
Strasburg,OH
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Epiphany Mgmt
07.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Technical Support Representative
DRB
05.2021 - 01.2024
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Researched and identified solutions to technical problems.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Researched product and issue resolution tactics to address customer concerns.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Service Champion
Taco Bell
11.2020 - 04.2021
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Promoted positive atmosphere through friendly interactions with customers and coworkers.
- Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
- Increased efficiency by multitasking during high-volume periods while maintaining excellent service quality.
Education
Technical School - Computer Tech/Networking
Buckeye Career Center
New Philadelphia, OH05.2021
High School Diploma -
Strasburg Franklin Schools
Strasburg, OH05.2021
Skills
- Problem-Solving
- Hardware knowledge
- Business Process Support
- Document Management
- Customer Communication and Empathy
- Database Management
- Technical documents comprehension
- Call Management
- Escalation Handling
- Microsoft Office
- Technical Support
- Device Installation
Awards
- Honor roll junior year during the 1st and 2nd nine weeks
- Honor roll senior year during the 1st and 4th nine weeks
- OSHA 10 Certificate
- Network/Technology Certificate
- Leadership award in band
Certification
Certified Network/Technology, Buckeye Career Center - 2021
Timeline
Customer Service Representative
Epiphany Mgmt
07.2024 - Current
Technical Support Representative
DRB
05.2021 - 01.2024
Service Champion
Taco Bell
11.2020 - 04.2021
Technical School - Computer Tech/Networking
Buckeye Career Center
High School Diploma -
Strasburg Franklin Schools
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