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Quality Customer Service

Altamonte Springs, Florida, United States
August 23, 2018

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Carlos I. Feliciano Figueroa

*** ********** ****. ***. **

Altamonte Spring, Fl 32701

Tel: 254-***-****


“Obtain a position as a team-player in a people-oriented organization where I can maximize my professional skills in a challenging environment to achieve the corporate goals.”

Acer, CORP. 2013-Present

Level 2 Technical Support / Premier Accounts Technical Support

•Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

•Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

•Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.

•Diagnose and resolve technical hardware and software issues involving internet connectivity, operating system and other issues.

•Research required information using available resources.

•Follow standard processes and procedures.

•Identify and escalate priority issues per Client specifications.

•Redirect problems to appropriate resource.

•Offer alternative solutions where appropriate with the objective of resolving customer’s issue.

•Follow up and make scheduled call backs to customers where necessary.

•Stay current with system information, changes and updates.

Quality Assurance

•Draft quality assurance policies and procedures.

•Interpret and implement quality assurance standards.

•Monitor and inspect chats and calls to assure a good customer service.

•Document internal audits and other quality assurance activities.

•Collect and compile statistical quality data.

•Analyze data to identify areas for improvements in the quality system.

•Develop, recommend and monitor corrective and preventive actions.

•Prepare reports to communicate outcomes of quality activities.

•Assure ongoing compliance with quality and call center’s regulatory requirements.

NC Computer Technologies, CORP. 2007-2010

Assistant Manager-VP / Desktop Support

•Build and install PCs, wireless networks and peripheral devices (such as printers, scanners) related to desktop infrastructure, in accordance with department standards

•Provides advice and guidance to colleagues regarding incidents

•Maintain installed PCs, networks and peripherals with routine maintenance

•Identify, log and resolve technical problems with software applications or network systems

•Identify potential changes and system improvements to present to senior team leaders for consideration and implementation

•Ensure that work is carried out within agreed service levels and in accordance with department guidelines

•Create, maintain, and distribute reports of progress to senior leadership

•Maintain client databases with up to date solutions and clear record of activities

•Explain and document technical issues in a clear way to clients

Kelly Services / Century Packaging 2006-2007


•Perform difficult and complex technical duties related to the purchasing of

services, supplies, and equipment in accordance with established policies and regulations.

•Research, evaluate and purchase services, supplies and equipment based on price, service, quality and warranty to meet the needs of the company; writes specifications, prepares bid forms and handles bidding process.

Cardinal Health 2001-2004

Quality Technician / Shipping & Receiving

•Audit & document materials received for the packing lines.

•Audit bulk materials and products received for the packing lines.

•Audit and presenting reports on inventory system.

•Audit and control good management of samples retained from the packed product.

•Assure and control management of printed material to be used in the process of packing.

•Control and access in areas stipulated by the quality department.

•Audit documents used for the process of shipment.

•Inspected packed product for the process of shipment.

•Audit condition and parameter of temperature of freight car for shipment.

•Audit and assure the process of shipment.

Quality Technician / Packing Line

• Audit packing lines.

•Audit and calibrated equipment for the process of packing.

•Audit product and components of packing.

•Inspected and documented product packed to the hour.

•Assured and documented good management of packed material before leaving the line of packing.


Banking Institute

Banking Course


Networks / Web Design


Tool & Die / Associate Degree

Technical/Computer Skills:

Microsoft Office 2000, 2007, 2010, 365, Adobe Flash Player and Adobe Reader X, Avaya Call Center Softphone /Computer inventory system (JIMS, JD Edwards), graphic design skills (Photoshop).

Operating system:

Windows XP, Vista, 7, 8, 8.1, 10 and Android


Fluently speak and write in both English and Spanish.

Other skills

Type 35/40 WPM.

Excellent communications skills.

Product Knowledge and tracking shipments.

Strong computer skills and knowledge of general programming.

Analyzing Information and problem solving skills.

Leadership and team player.

Reference: Available upon request

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