Customer Service Mechanical Engineering

Engineering EIT Customer Service Security Clearance Bilingual

An honest and enthusiastic professional with 4+ years’ experience in customer service and data entry with excellent communication skills in both English and Spanish. Able to work in team oriented activities with little to no supervision and be able to operate peripherals and various computer applications with ease. Now seeking to contribute my experience, skills and expertise to an Entry Level Mechanical Engineering position to focus my career.

WORK EXPERIENCE

Computing Technologies, Inc. – Fairfax, VA Dec. 2012 – Apr. 2015

Key Entry Operator II

Averaged 99% on his quality monitoring scores and accuracy for entering calls into Ops database is 96%

Averaged 4.86 number of calls handled per hour, which is above the team’s average (2.5)

His Average Handling Time (AHT) is around 6 minutes per call, which was lower than the AHT target of 7 minutes.

Helped with the training of several new call center employees, including the use of the MCMIS database and the FMCSA website to retrieve information to further assist carriers and freight brokers.

Volunteered to help on other tasks by working through the Daily Letters backlog and sorting forms into efficient categories then later entering them into a detailed spreadsheet

Received several praises from FMCSA customers for his excellent service, stating how wonderful, pleasant, courteous and extremely helpful he was.

Computing Technologies, Inc. – Fredericksburg, VA Oct. 2011 – Dec. 2012

Visa Applicant Specialist

Provided professional, high-quality customer service in a timely manner.

Gathered information to determine costumer's needs, and applied problem-solving skills to resolve their request effectively providing clear and accurate information.

Listened and handled requests in a courteous and professional manner, including calls received in crisis situations, and/or from abusive callers.

Followed protocol and applied discretion when handling confidential information

Promoted to a MEX Immigrant Visa (IV) agent.

PUPR Plasma Laboratory – San Juan, PR Feb. 2007 – Feb. 2009

Technical Support, Research and Development

Verified that the Mirror/Cusp Plasma Machine's mechanical components such as pumps, hoses, gauges, probes, microwave, chiller, etc. were in optimal and efficient working conditions.

Manufactured probes, flanges, etc. for the plasma machine.

Tested plasma nitriding on a variety of different surfaces.

Managed mass spectrometer and turbo pump setup and readings.

Provided support for other faculty members who wanted to use the plasma machine for research purposes.

COMPUTER SKILLS

Engineering Software

Proficiency

SolidWorks

Intermediate

AutoCAD

Intermediate

ANSYS

Novice

Pro-E

Intermediate

Basic Software

Proficiency

Microsoft Windows

Expert

Mac OS

Advanced

Microsoft Word

Advanced

Microsoft Excel

Advanced

Microsoft Outlook

Advanced

Microsoft PowerPoint

Advanced

REPORTS, ARTICLES AND PUBLICATIONS

Mechanical Properties Enhancements to AL6061-T6 after Plasma Source Ion Implantation, PUPR Plasma Laboratory (Co-Author).

HONORS, AWARDS AND CERTIFICATIONS

SHPE Conference 2007 Technical Paper Finalist

DoD Certificate of Completion: Cyber Awareness Challenge 2013

2014 Information Systems Security Awareness Course for Federal Employees and Contractors

EDUCATION

Engineer-in-Training (EIT) certification 2014

B.S. in Mechanical Engineering, Polytechnic University of Puerto Rico 2010

Lean Green Belt – 40 Education hours, Professional Excellence Corp. 2009

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