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Manager Operations, Technical Support, Customer Success

Location:
El Paso, Texas, United States
Salary:
57000
Posted:
May 16, 2019

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Resume:

Eduardo Fernandez

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

El Paso, TX 79924

915-***-****

ac9d8f@r.postjobfree.com

SKILLS

I am extensively accomplished in the area of IT technical support, management, and sales. My experience and education has enabled me to interact with business, and technical and customer stakeholders in order to effectively help my employer achieve their business objectives. I am proficient in all Microsoft and Google Office Suites, which enables me to compile data on a day to day basis to track overall progression within a management role.

EXPERIENCE

TeleNetwork - Operations Manager

June 2017 - April 2019

As an Operations Manager, my core duties involve managing a team of up to 40 Agents. This includes coaching when necessary, Performance Management, processing payroll, and scheduling both within Agent availability as well as scheduling to meet business needs. On my engagement, I also worked with our client company to address any shift in paradigm to come up with better solutions to meet their client needs.

As an Operations Manager, I also have a rotating shift with the other Managers on the same engagement to run a “Coverage” shift. This includes Floor Managing the entire engagement (of between 200 and 250 Agents from all teams) and ensuring all tasks are being performed correctly and efficiently. In either capacity, the responsibility of meeting our Service Level Agreement is placed on myself to achieve our revenue goals while also reducing headcount so as to maximize profitability.

As part of the continual evolution of our client contract, I am responsible for adapting my team to meet client initiatives, be it to reduce team overall average handle times, or more recently, to increase NPS and CSAT Scores through performance improvement plans customized on an individual Agent basis.

TeleNetwork - Technical Support / Onboarding Mentor / Level 2 (Frontier DSL)

November 2015 - May 2017

As a Level 2 Technical Support Agent, I maintained the core responsibilities as a Level 1 TSR Agent, while also performing live assists and Trouble Ticket approvals to Trainee and Level 1 Agents. I was also responsible for fielding supervisor requests and taking whatever action necessary to resolve the assigned supervisor request. This included pulling live calls as the acting supervisor, listening to the issue, and creating a plan to resolve the issue in a manner that was beneficial to the customer but that would not impact any revenue for our client company.

As an Onboarding Mentor in this capacity I was also responsible for training and coaching new hire employees on the business policies and procedures while also guiding the Agents to become a top level performer for our client company. In this capacity my personal churn rate was one of the lowest at my level, at roughly less than 5% churn over our 90 day onboarding process.

TeleNetwork - One Support Tech

September 2014 - May 2015

As a One Support Technician, I represented multiple Internet Service Providers as a front end solution to various technical issues that each individual ISP’s customers encountered. I applied my technical expertise to offer various products and services that would allow me to perform various services to rectify technical issues such as malware cleaning, printer setups, network troubleshooting, and more.

TeleNetwork - Technical Support Representative (Frontier DSL)

December 2013 - September 2014

As a Technical Support Representative for TeleNetwork, I represented Frontier Communications on the front end of their technical support and troubleshooting needs. I offered my technical advice in troubleshooting various DSL Internet connectivity problems. I also offered remote support to correct various issues customers may have had such as email client related problems or identifying malware and virus issues. I also applied my technical expertise in offering various additional products and services to fulfill individual customer needs.

Best Buy - Geek Squad Double Agent

February 2005 - August 2012

As a Double Agent, I performed advanced repairs on customer computer systems. This included services such as virus/malware removal, software and hardware computer upgrades, and home/office network installation (wired and wireless). I was also responsible for basic home theater setups including basic component hook up, Harmony Remote programming, and wall mounting TVs with in-wall wire runs. I also performed various trainings with my clients which included basic PC and Mac usage, tablet training (including both iPads and Android tablets), Harmony Remote usage, as well as advanced trainings such as DSLR camera training, photo editing, and more. While performing any in home service I also used my keen observational skills to look for opportunities to offer various products to fulfill a complete solution for the customer.

Best Buy - Tech Lead/Geek Squad SR/Supervisor

January 2002 - February 2005

As a Technical Lead I was responsible for driving the services business including the technical services provided by Best Buy and Geek Squad. I supervised technical repairs performed by all technicians in the Best Buy Technical Department. In this capacity I also acted as a leader through decision-making, influence, and subordinate coaching with the goal of inspiring innovation in order to provide the highest levels of customer satisfaction. I was responsible for ensuring the delivery of superior customer service, enhancing the employee experience, and advancing Best Buy's operational efficiency.

Best Buy - Full Time Technician

October 2001 - January 2002

As a technician in the Best Buy Technical department, I performed many personal computer repair and maintenance services, such as virus/malware removal, hardware repairs and upgrades, and operating system repairs and upgrades. I also performed repairs and maintenance on audio/video equipment such as VCRs, DVD players, camcorders, and CD players.

Best Buy - Computer Sales Associate

September 2000 - October 2001

As a part-time Computer Sales Associate, I helped customers understand the differences between available personal computers to help them make the best choice to suit their needs. I also suggested appropriate accessories and services to provide them with a "complete solution" purchase. I was also responsible for stocking and front-facing products.

References

Ryan Lommel

Vice President of Operations

teleNetwork

817-***-****

Shawn Riley

Director of Operations

teleNetwork

832-***-****

Crystal Morales

Operations Manager

teleNetwork

512-***-****



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