Ysabel Guzman
Longwood,United States
Summary
Technical Support Professional adept at diagnosing connectivity and service issues for residential and commercial clients. Expertise in managing high-volume calls and creating detailed documentation for efficient issue resolution. Proven ability to educate customers on technical aspects and streamline service processes, enhancing overall operational efficiency.
Overview
1
1
Certification
3
3
years of post-secondary education
1
1
year of professional experience
Work History
Customer Repair Advisor II
TDS Telecommunications
12.2025 - Current
- Deliver exceptional customer service by taking ownership of customer issues, minimizing escalations, and exceeding satisfaction goals.
- Diagnose and resolve connectivity, equipment, and service issues while delivering expert guidance on product repairs and maintenance.
- Handle service outages and high-pressure situations with professionalism, empathy, and effective problem-solving.
- Managed high-volume calls in a virtual call center, creating, updating, and resolving trouble tickets from initial contact to completion, ensuring timely issue resolution.
- Provide first-contact technical support via inbound phone calls to residential and commercial customers troubleshooting voice, video, data issues across Wireline markets.
- Assist customers with internet configurations, modem/router settings, and technical education to reduce repeat service calls.
- Assisted customers with TDS portal access, resolving password resets, account access issues, and facilitating registration of new users.
- Serve as the liaison between customers and field technicians by gathering accurate information and documenting detailed service requests.
- Coordinate technician dispatches and collaborate with cross-functional teams to resolve complex service concerns efficiently.
- Coordinate with field technicians to streamline repair processes, contributing to a 15% reduction in turnaround times.
- Trained and mentored new team members on troubleshooting procedures and repair workflows, enhancing overall customer service capabilities.
- Utilize CRM platforms, ticketing systems, MetaSolv, and support portals to document customer interactions and track issue resolution.
- Contribute to process improvements, knowledge base updates, testing initiatives, and ongoing training programs.
- Maintain current knowledge of products, services, and emerging technologies to deliver accurate technical support.
Shift Leader / Insider
Marco's Pizza
Longwood, United States
07.2025 - 12.2025
- Supervised daily operations, leading team members to ensure smooth workflow in fast-paced environment.
- Oversaw food preparation, ensuring quality and consistency while enhancing efficiency.
- Trained new employees on food preparation and customer service standards.
- Verified that cash drawers contained correct amounts of money during opening and closing shifts.
- Resolved customer concerns and operational issues, improving overall customer satisfaction.
- Implemented cleaning routines to maintain a safe and welcoming environment.
Back of House Team Member
Chick-Fil-A
Altamonte Springs, United States
03.2025 - 07.2025
- Prepared food in a high-volume kitchen environment while maintaining quality standards.
- Supported efficient kitchen workflow during peak service periods.
- Maintained cleanliness and ensured compliance with food safety regulations to support safe food preparation.
- Supported efficient kitchen workflow during peak service periods to enhance service speed and quality.
Education
Career Diploma - Information Technology
Penn Foster College
09.2025 - 12.2025
High School Diploma -
Time 4 Learning
01.2021 - 12.2023
Skills
- Technical Support
- Technical Troubleshooting
- High-volume call management
- Escalation Management
- Problem Solving
- Technical Documentation
- Customer Relationship
- Communication Skills
Certification
Introduction to AI, Google, 07/26
Extracurriculars
Fun Team | August 2026 : Contributed creative ideas, meeting notes, and workplace-appropriate humor for internal communications to boost morale and engagement within the Repair Department.
Timeline
Customer Repair Advisor II
TDS Telecommunications
12.2025 - Current
Career Diploma - Information Technology
Penn Foster College
09.2025 - 12.2025
Shift Leader / Insider
Marco's Pizza
07.2025 - 12.2025
Back of House Team Member
Chick-Fil-A
03.2025 - 07.2025
High School Diploma -
Time 4 Learning
01.2021 - 12.2023