Customer Support Representative

Luis Restrepo

Houston, Texas 832-***-**** ************@*****.***

Customer Support Representative

PROFESSIONAL

SUMMARY

Customer support representative with experience on support operations centers, case management, (CSC) certifications processes, data analytics, and measurement system tools. Proficient handling cases issues and tracking, low rate on escalations cases, and professional interaction with research and development teams, skillful on peer-to-peer trainer and mentor.

SKILLS

Experienced on processes associated to customer support for software development. Capable of working with customers fluently in Portuguese, Spanish and English, connecting with them on their issues/concerns in a professional manner and outstanding listening and writing skills ensuring elevated cases closure rates.

Areas of expertise include:

Methodologies: Technical customer support using agile software development cycle, Project Management, yellow/green Belts six-sigma. Experience with QC/QA Software testing, and scrums

Operating Systems: OS X, MS Windows.

Software: Proficient using MS Project, MS Office Suite, Microsoft Team Foundation Server (TFS) and Azure DevOps, and Minitab.

Data Analysis: Understanding, support cases data sourcing origins, profiling an interpretation, problem solving applied to data process related to customer support centers operations including quantitative analysis

Interpersonal: Strong Communication and interpersonal skills, capable of delivering well-defined case solutions with high standards of verbal and non-verbal communication to solve quick and effective problems with top-quality, decision making and professional assertiveness.

RELEVANT EXPERIENCE

Customer Support Representative January 30 2015 – march 2023

Serving customers needs improving work performance and relationships across all software development departments.

Helped customers on issues related to software support cases and including data analytics -

high understanding customer support on business needs on issues related to software support cases, IT limitations, and software performance for several sales points.

Implemented the best business customer support case solutions to close issues, as result optimize businesses performance and customer retentions.

Created work procedures and solutions to improve customer satisfaction across the entire business

Controlled new implementations work process to reduce waste time on customer support, and fast customer rate on close cases.

Landmark Software and Services – Halliburton Houston, TX

Technical Adviser and Project Manager for QA/QC September 1997 - January 2015

Team leader for an internship team program using agile software methodologies and project management for an internal customer, as result more than 100 defects were identified.

Designed a set of new workflow procedures for the entire research and development quality assurance team, increasing testing coverage by more than 90% in less time than previous testing workflow procedures.

Intermediator between consulting engineers, sale teams and development teams reassuring software defects were fixed accordingly with stakeholders’ demands.

Reviewed, verified and deliver development test cases accordingly with customer energy software including the creation of training materials, workflows procedures and data analysis for new releases.

Implemented new workflow procedures reducing the training cost by 60%, as result an increase of 90% in software development coding time.

Developed and deliver a script program for field upstream operations, saving company millions of dollars in nonproductive time per hour, due to critical software crashes.

Designed and delivered new software implementation project for upstream real-time operations reducing on half of the planned time, as results save over 30% of total project cost.

Transferred information an connect with stakeholders needs by coordinating and managing collaborated resources to drive successfully projects.

EDUCATION &

CERTIFICATIONS

University of South Florida

Certification: OSHA General Industry Houston Texas

University of Houston – Clear Lake Houston, Texas

Masters in engineering management

University of America Bogota, Colombia

Bachelors in petroleum engineering

MEMBERSHIPS

PMI – Project Management Institute

SPE – Society of Petroleum Engineer

ASQ – American Society for Quality

ACTIVITIES & INTERESTS

Permanent optical Lead Volunteer for non-profit organization “Sakya Care Foundation”, to provide FREE MEDICAL CARE worldwide and United States.

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