Customer Assistant

Miguel Alvear

**** * ***** ** *** *** - Irving, TX 75038

512-***-**** - abl5hj@r.postjobfree.com

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Employment Experience:

Research In Motion - Irving, TX

Supervisor - BlackBerry Partner Technical Support. 12/2009 - 08/2010

Manage team of 12-16 Tier III customer support representatives

providing support to BlackBerry users (end users, carriers, and also

Tier I, and Tier II support).

. Supervise daily operation, reward and coach toward productivity and

quality goals including such KPIs as attendance and adherence, handle

and after-call time, case management, transfer policy, quality

evaluations.

. Ensure customer support representatives are updated in regards to

processes, guidelines, and tools. Ensure incident-base support rates

are accurately charged and collected when applicable.

. Ensure training requirements/needs are identified, met, and completed,

including formal (web-based and instructor-led), side-by-

side/shadowing, and off-site training sessions.

. Prepare and facilitate weekly team meetings, prepare and deliver

performance reviews, ensure time-off is scheduled and taken timely

according to current business policy.

. Assist management as member of TL team in projects involving the whole

Business Unit (BPTS, team of 100+ employees) within the enterprise:

prepare/deliver presentations and facilitate scheduled and unscheduled

meetings on Line-of-business metrics such as customer satisfaction

scores, net promoter scores, service level management, average

answer/hold time, thresholds, abandonment, shrinkage, call drivers,

OT/VTO, performance trends, training, career-paths and promotions,

employee enthusiasm.

. Interview and hire external and internal candidates working with all

applicable BUs within the company.

. Handle customer/partner escalations, and also escalations/issues

related to Tier I/II interactions.

. Follow-up and resolve unresolved/negative feedback received through

customer surveys.

Minacs, Aditya Birla - Austin, TX

Customer Assistance Center - Customer Relations Specialist. 06/2006 -

09/2006

Business Resource Center - Legal Correspondence Workflow Assignor. 09/2006

- 09/2008

Business Process Outsourcing for General Motors.

. Address GM/customer correspondence with AG Office, BBB, or similar

consumer protection agencies.

. Assess and take action in compliance with vehicle warranty work.

. Distribute correspondence workflow within Legal correspondence team,

oversee and establish task completion action-plans, ensure follow-ups,

provide feedback, and handle escalations.

. Liaison functions for the Puerto Rican Consumer Affairs Office (DACO).

National Instruments - Austin, TX and S o Paulo, Brazil

Data Integrity Representative. 07/2005 - 12/2005 Austin

12/2005 - 02/2006 S o

Paulo, Brazil

. Data entry and database maintenance, Internet research, client liaison

(English, Spanish, and Portuguese).

Words and Words Engineering Information - S o Paulo, Brazil

Spanish, Portuguese, and English translator. 02/2006 - 05/2006

. Technical translation, software localization, voice-over (English,

Spanish, and Portuguese).

Ibero-American Science and Technology Education Consortium - ISTEC,

University of New Mexico - Albuquerque, NM

Assistant Program Coordinator. 01/2000 - 05/2002

. R&D Assistant coordinator: event planning and coordination, database

maintenance, member liaison (English, Spanish, and Portuguese),

translation and interpretation.

Education:

. University of Texas at Austin, Austin - TX, USA.

Master of Music. May 2005, Magna Cum Laude - GPA: 3.8

. University of New Mexico, Albuquerque - NM, USA.

Bachelor of Music. May 2002, Magna Cum Laude - GPA: 3.8

Additional Training:

. Completed Kepner-Tregoe Resolve training.

. Also attended seminars and training sessions on interviewing skills,

respect in the workplace, and cultural differences.

Computer skills: Siebel, Remedy, CIC, Aspect/eWFM, Outlook/Lotus, Word,

Excel, PowerPoint, Communicator, NetMeeting, WebEx, MindAlign.

Languages: fluent in Spanish and Portuguese.

Teaching Experience:

. Arlington Independent School District, Arlington - TX. Substitute

Teacher; Fall 2009.

. St. Ignatius, Martyr, Catholic School, Austin - TX. Music Director,

music teacher PreK-3 through 8th grade, liturgy music, choir director,

guitar ensemble director; 2008-2009 academic year.

. University of Texas at Austin, Austin - TX: Teaching Assistant - Voice

201, individual voice lessons; Spring and Fall 2004.

. Belle-Haven Elementary School, Albuquerque - NM: Music teacher

Kindergarten - 6th grade; 2002-2003 academic year.

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