Customer Service Technical Support
Resume:
Manuel Lopez
Email: ad0cas@r.postjobfree.com
Phone: 714-***-****
Summary
Dedicated service professional with over 20 years of experience in various roles, including order picking, inventory management, shipping/receiving, and processing shipments for prompt delivery. Accomplished customer service specialist with 15 years of experience in technical support, parNcularly in computers, accessories, surveillance systems, wireless routers, and televisions. Proven track record in building and leading support teams from Ner 1 to Ner 2 agents.
Experience
Service Manager
Skyworth USA CorporaNon Chino, CA
February 2020 to October 2023
- Develop and implement service processes to maintain 80%/20% closure rate on cases.
- Collaborate with cross-funcNonal teams to ensure seamless integraNon of services and enhanced customer experiences.
- Conduct regular performance evaluaNons, training sessions, and coaching to ensure team members are equipped to deliver excepNonal service.
- Receive & inspect return televisions to separate from refurbished and defecNve/damaged units with weight ranging from 20 lbs. to 100 lbs.
- Vendor Management Experience: Managed over 5 vendors ranging from various categories to; product returns requests from DC Return Warehouses to Product Quality concerns if a SKU return rate is 2%+ and higher from Purchasing/MarkeNng Departments.
- Managed spare part inventory for over 15 television Skus, along with processing and shipping out spare parts to repair technicians throughout the US & Canada.
- Managed electronic waste registraNon for the US and Canada, ensuring compliance with relevant regulaNons by inpu`ng naNonal sales data or state/province sales data. OperaNons Supervisor
Skyworth USA CorporaNon Chino, CA
January 2018 to February 2020
- Main responsibiliNes were to ensure orders were fulfilled on Nme whether in house or through 3PL Warehouse Vendor. Provide BOL, Packing Lists, Labels via email.
- 3PL WHSE Vendor Experience: Ensure orders ship out based off B2B shipping compliance SOP for US & Canada (proper palleNzing, shrink wrap and label placements)
- Knowledge in fulfilling orders for E- Commerce (AMZ Seller & Vendor Central, eBay, Walmart DSV) along with EDI Portals (SPS Commerce & eCutopia) to process PO's for pick up at 3PL WHSE locaNon.
- Managed spare part inventory for over 15 television Skus, along with processing and shipping out spare parts to repair technicians throughout the US & Canada.
- Managed electronic waste registraNon for the US and Canada, ensuring compliance with relevant regulaNons by inpu`ng naNonal sales data or state/province sales data.
- Receive & inspect return televisions to separate from refurbished and defecNve/damaged units with weight ranging from 20 lbs. to 100 lbs.
- Vendor Management Experience: Managed over 5 vendors ranging from various categories to; product returns requests from DC Return Warehouses to Product Quality concerns if a SKU return rate is 2%+ and higher from Purchasing/MarkeNng Departments.
Technical Support/QA Analyst
TP-Link Brea, CA
November 2015 to December 2017
- Assisted with Tier 1/Tier 2 calls with a daily metric of 28 calls per day while keeping a CSAT score of a 4 or higher.
- Shined into Tier 3/EscalaNons in assisNng customers whose issue was not resolved by a Tier 1 and Tier 2 agent along with providing feedback regarding FAQs along with suggesNng new FAQs to beoer assist our customers.
- Assisted in inspecNng product returns by thoroughly tesNng wireless devices to ensure every product feature is funcNoning properly.
- Assisted in QA Analyst/Training to launch call center overseas. Provided construcNve feedback and coaching to call center agents on their performance, customer service skills, product knowledge, and compliance with policies and procedures aner the call is over.
E-Commerce Customer Support RepresentaNve
Securemarnt.com
November 2008 to March 2012
- Respond to and resolve customer inquiries and resolving their issues via email, phone, or chat.
- Assist customers with product recommendaNons, placing orders, tracking shipments, and processing returns.
- CollaboraNng with other departments, such as markeNng, in researching product trends, keywords, markeNng images
- Maintaining accurate records of customer interacNons and transacNons.
- IdenNfying and escalaNng complex issues to senior representaNves or supervisors.
- Staying up to date with product knowledge and industry trends regarding computers and computer accessories to provide excellent customer service. Warehouse Assistant/Driver
Future CompuNng SoluNons, Inc.
November 1999 to November 2008
- Responsible for items shipped and received whether FedEx, DHL, or UPS.
- Delivered orders to local customers ranging from Desktops/Laptops to Servers/UPS Systems throughout Southern California.
- Knowledgeable to most freeways/ highways in Central and Southern California.
- Assisted in inventory checking ranging from small computer peripherals to large servers.
- Maintained a clean warehouse.
Educa0on
High School Diploma
Some College
Skills
- Warehouse operaNons: Order picking, inventory management, shipping/receiving
- Sonware: SAP, Google Sheets, MS Excel, MS Word, MS PowerPoint, MS Office
- Customer service: Technical support, team leadership, problem-solving
- CommunicaNon: Strong verbal and wrioen communicaNon skills
- Team Building: Experience in building and leading support teams Achievements
Q-See - Employee of the Month 2015
Skyworth USA Employee of the Year 2020
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