High School Team Lead

Location:

Posted:

November 13, 2023

Ernesto Hernandez

Tucson, AZ *****

ad03ix@r.postjobfree.com

Strong working individual, reliable, executive functional problem solver with 6 years of customer

service experience. I’m skilled in both communication and production and thrive on encouraging

environments where can take control of what needs to be done.

Authorized to work in the US for any employer

Work Experience

Technical Engineer Specialist

VeriFone - Tucson, AZ

May 2022 to Present

Speaking with engineers on-site guiding on finding resolution with only Verifone equipment at various

locations using IT programs to connect through IP servers and using resources (Salesforce) to document

action and steps taken per interaction.

Retention Escalation Specialist

VXI Global Solutions - Tucson, AZ

May 2020 to May 2022

Main goal is saving consumers from canceling services. Manage and supervise numerous calls from

team, Coached 1:1 or side by side, provided beneficial information to prevent affecting metrics goals

and following KPI guidelines and regulations goals.

Team Lead/Supervisor

iQor - Tucson, AZ

August 2019 to April 2021

Interacted with new/existing customers to analyze credit evaluations that fulfill the requirements on

starting service with Sprint/T-Mobile. Reporting and overseeing approval cases for medallion care and

fraud management. Interactive with supervisors with their needs and providing my assistance for other

agents on the call floor.

Education

Bachelor of Computer Engineering in Computer Networking

University of Arizona - Tucson, AZ

April 2021 to Present

High School Diploma

Desert View High School - Tucson, AZ

August 2010 to June 2014