Customer Service Technical Support

Ricardo Mixco

*** **** ***** **********, ** *****

Home: 443-***-**** Email: ********@*****.***

Clearance: None

Six years of combined experience in bilingual (English / Spanish) customer service. Skilled in information technology field maintaining, upgrading, and troubleshooting applications in a Windows 7 desktop environment. Consistently seek out leadership opportunities, looking for what needs to be done and doing it, gaining trust of users above all colleagues. Earned solid reputation as excellent listener with effective and appropriate sense of humor and upbeat attitude. Also exemplify two most important 21st century skills: work as part of team and master new environments and technologies quickly. Received multiple awards for going above & beyond for the customer. One call resolution consistently scoring 100% on independent QA Team evaluations.

Technical Skills

Hardware: Desktop PC’s, Laser Printers, Laptops

Software: Windows 7, Microsoft Office, Microsoft Outlook, Remedy, Pega, Falcon, Active Directory, Oracle

Professional Experience

Helpdesk Support Bilingual Agent

IBM

04/2015 – Present Pikesville, MD

• Serve as Tier 1 support for an email only help desk

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Respond to user emails with appropriate help desk scripts

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Use the Remedy Ticketing Tool to manage incoming email inquiries

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Escalates out of scope inquiries to appropriate help desks

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Effectively Communicates with team mates and management

English to Spanish translations for training materials

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Professional Experience continued

Bilingual Technical Support Agent

Stanley Black & Decker/Dewalt

10/20/2014- 03/2015 Towson, MD

Effectively handle all call, email, web and fax transactions to ensure customer/consumer satisfaction by supporting Stanley Black & Decker’s Key Performance Indicator’s (KPIs). KPIs measured will include abandonment rate and answer time.

Provide bilingual technical support to end users all throughout the country.

Consistently improve and manage customer communication flow on promotions and product information.

Update, maintain, and analyze customer account profiles.

Be an involved business partner. Take ownership while exercising good judgment and propensity to effect change.

Maintain working knowledge of all company products, services, and promotions.

Travel and attend meetings as required to represent the department and company.

RDS CMS Bilingual Help Desk Analyst

GDIT Windsor Mill, MD

03/18/2013- 10/16/2014

• Respond to telephone calls, email and personnel requests for technical support Documents, tracks, and monitors the problem to ensure a timely resolution using established work order tracking system

• Password assistance and account enabling

• Troubleshoot PC issues

• Use Microsoft Excel 2010 on a daily basis to update Plan Sponsor demographics as needed

• Use Microsoft Excel 2010 to track daily statistics for personal productivity

• Also used Microsoft Word 2010 to respond to Plan Sponsor email inquiries

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Bilingual Support Representative

Adecco (Contracted through) / Stanley Black & Decker Towson, MD

10/22/12-02/07/13 (CONTRACT ONLY – Worked to Successful Completion)

• Effectively handle high volume automated inbound calls from Black and Decker customers and Dewalt product users and provide advanced troubleshooting and technical support on tool usage.

• Accessed and handled issues via email (Microsoft Outlook), web application (Salesforce) and fax transactions to ensure customer/consumer satisfaction by supporting Stanley Black & Decker’s Key Performance Indicator’s (KPIs).

• Maintained call documentation in Salesforce to include call information including case, subject, body, and resolution.

• Escalate calls when necessary according to guidelines

• Respond to voicemails and WebMails, follow up with responses to message board posts, and create trouble tickets as necessary

• Used other software including a proprietary desktop application that provided tool information, and Office Communicator, etc.

Bilingual Customer Service Representative

Constellation Energy Group, Annapolis Junction, MD

11/2011-10/2012

• Provided bilingual phone support answering high volume automated inbound calls each day and routing them to the appropriate channels.

• Consistently scored 100% on Call Quality measures (customer care, greeting, tone, proper address, close, etc.) by independent QA team.

• Assist in the collection of data for identifying user requirements that may result in future system development or training

• Aligned Customer Care strategies with corporate vision, goals, business operations, and markets.

Bilingual Customer Service Agent

Prometric Woodlawn, MD

6/21/2011-10/28/2011

• Handled high volume, inbound bilingual phone calls for candidates looking to register for certification appointments.

• Scheduled, rescheduled or cancelled exam appointments for candidates.

• E-mailed candidates exam appointment details.

• Provided test site information to candidates in all 50 states.

• Provided web site assistance

• Translated for Spanish speaking candidates.

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Bilingual Customer Service Agent

Aerotek Professional Services Owings Mills, MD

09/09-11/10

• Answered high volume inbound bilingual calls for the Visa CSS Division, assisting cardholders in credit card fraud prevention.

• Performed monitoring on more than 75 financial institutions

• Experienced with multiple types of gift cards.

• Dealt with customers who have issues with their credit card.

• Performed card activation/ Lost or stolen card assistance

Assistant Manager

Lenon Services York, PA

2008-2009

• Ensured customer service satisfaction by assisting customers who were looking to improve their homes.

• Assisted manager with multiple construction projects.

• Served as an interpreter for Spanish speaking customers.

Extracurricular Activities

2015 World Kickboxing Association 125lbs Muay Thai World Champion Benidorm, Spain

2015 World Kickboxing Association 125lbs Kickboxing World Champion Benidorm, Spain

2014 World Kickboxing Association 132lbs National Champion

2015 World Kickboxing Association 125lbs National Champion

Fight Record 12-1 with 4 KO's

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