Customer Service Software Engineer

MAURICIO VELAZQUEZ BÉNARD

ASSOCIATE SOFTWARE ENGINEER

Phone: +52(1)81.8023.4217

Email: ********.******@*****.***

Linkedin: www.linkedin.com/in/mauricio-v-benard-566627b2 SUMMARY

« Energetic individual with a solid history of achievement in customer service and supervising. Highly motivated, resourceful and adaptable in any work environment. Multi-task-oriented, talented when it comes to customer relations and always maintain a positive and personable attitude.»

PROFESSIONAL EXPERIENCE

TELETRAC NAVMAN, Monterrey 05/2019 - now

Associate software Engineer - Level 1 & 2

• In charge of the Chats - handling an average of 3 chats simultaneous and answering to emails. Diagnose, performed technical troubleshoot and resolve a range of softwares, hardwares and connectivity issues level 1 and 2. Contribute to resolve technical issues at first level of response.

• Ticket tracking: Prioritize, process, document and escalate user’s requests using service-now. Follow up by email, phone or (Skype/ Teams) Anticipate needs of clients.

• Back-up on Calls - handling average of 20 calls/day in English and Spanish.

• Special project for Fortive business system contributing to the service delivery stages - generating / backlog reports and route- cause of calls.

Teleperformance, Monterrey 03/2017 – 05/2019

Quality supervisor - IT sector.

• Prepare monthly results and performance reports

• Hired and on-boarded new employees, ensured adherence to policies for attendance,

established procedures etc.

• Carrying out performance measurement ( key metrics), monitoring and evaluation of all agents

and operators to improve the efficiency.

• Attending, following up and resolving customer complaints and questions.

•Anticipated escalation and take over calls.

Orange Theory Fitness, Monterrey 2016–2017

Studio Manager / Head trainer

• Responsible for hiring, on boarding, training and termination of staff

• Coordinated all events with other organizations

• Networked with businesses creating mutually beneficial relationships

• Created staff schedule

• Customer service /Handle all positive and negative reviews and feedback from customer

• Managed sales - calculated and processed payroll and incentive EDUCATION

Universidad Tecnologica de Mexico 2004

Bachelor of Business administration and management SKILLS

Problem solving

Hard worker

Critical Thinking

Versatile

Networking

Multitasking

Active Listening

AREAS OF EXPERTISE

Managing People

Case management and resolution

Time management

Customer Service

Flowchart Reports

TECHNOLOGY SUMMARY

Certifications online :

Prince 2, ITIL foundation, Agile, DevOps

Foundations.

Currently studying : Cisco CCNA, MySQL and

Python.

Softwares : O365 - Microsoft Word,

Powerpoint, Excel, Outlook.

*Service Now, Salesforce.

*Cloud configuration such as onedrive.

*Over-the-Air

Hardwares : Modem routers, GPS

configurations and troubleshot,Windows 7 and

10.

LANGUAGES

SPANISH 100% - Native

ENGLISH 90% - Advanced

FRENCH 75% - Intermediate

GERMAN 25% - Beginner

INTEREST

New Technologies

Computer science

Economy

Reading

Traveling

Scuba Diving

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