JUAN FIERRO

***** ****** ****, ***********, ******** 20120, H: 703-***-****, C: 703-***-**** adi2z7@r.postjobfree.com

Professional Experience

Aerotek (Client: Carfax): Consumer Affairs Analyst 2020 (90 day contract)

Consumer Affairs Analyst responsible for resolving issues in Salesforce. Monitor and respond to emails in the queue in regards to login issues, refunds, and a variety of consumer inquiries regarding Carfax reports.

Spargo, Inc.: Customer Care Specialist 2016 - 2020

Customer Support Specialist for registration and housing for worldwide clients attending various conferences, conventions, trade shows, exhibitions and symposiums. Respond to calls, emails and live chats via the “Nice/Max”/ In Contact Interface systems for the call center to assist in various inquiries and issues. Process payment transactions for registrations and book hotel reservations for physicians, Military personnel, bankers and high-level executives attending a wide array of different symposiums, conferences, meetings and conventions. Answer a high volume of clients phone calls and respond to emails in a professional and timely manner. Verify membership information for clients. Navigate clients through a multitude of websites for exhibitor, groups and attendees to assist with registration issues and also register them over the phone. Train new representatives on various systems and databases.

Nordstrom: Communications Specialist 2014 - 2015

Operate Avaya Telephone System, direct calls to the various departments for 16 stores in the Capital Regional Call Center. Answer questions relating to Store hours-events, Anniversary Sales, give dates of sales & requested information. Transfer and Page for all departments upon requests for hundreds of sales representatives. Update daily spreadsheets in Excel for individual stores and personnel for all departments and update monthly schedules in Amcom System/Database. Created daily spreadsheets for the department heads

McLean Racquet & Health Club, McLean: Assistant to Aquatics Director 2010 -201421A

Follow opening procedures for the clubs aquatics/swimming pool department, greet members, answer phones, take messages, follow safety procedures and monitor chemical levels, also assist Aquatics director in any assigned administrative duties as needed. (Part-time position)

Robert Half Technology: Herndon, VA Customer Service Representative 2009-2010

Fielded calls in high volume call center for “voice over IP firm”. Created and submitted trouble tickets for small group of technicians in a call center environment. Faxed Clients instructions from technicians in regards to troubleshooting and programming new phone systems.

Simplexity L.L.C.: Reston, VA Sales/Customer Service Representative 2009-2009

Assisted consumers with cellular phones, air-cards & wireless product orders for E-commerce firm. Sold and marketed various telecommunications products and services for independent business owners. Managed customer accounts and assisted Spanish callers in regards to their orders.

Apptis: (FDIC Call Center): Chantilly, VA Customer Support Representative 2008 - 2009

Assisted bankers, consumers and clients with deposit insurance questions, Researched FDIC institutional transactions for callers with a variety of requests. Provided information in regards to bank failures Navigated callers through website for reports, press releases and other tools and resources available online. Referred consumers to federal regulators and agencies in regard to questions and complaints about banks, state and national institutions.

Omega World Travel: Fairfax, VA. Graphics Designer 2007 - 2008

Updated client websites, Cruise.com, Cheap tickets, Orbitz and Yahoo on-line travel. Created deck plans, PDF's, business cards in Quark and other design programs for clients. Uploaded daily promotions using Fetch/FTP server. Designed and created brochures, forms and various print layouts as needed.

Virginia Hospital Center: Arlington, VA. Communication Specialist 2002 - 2007

Operated Infinity telephone agent for standard calls & emergency code hotlines. Route, paged, and documented calls in Infinity Telephone Agent database. Performed data entry of on-call schedules for physicians in system accounts. Assisted the Director of Communications in networking the call center. Operated Ultra-comm system to generate reports. Programmed pagers for interns, residents and attending physicians Trained communication specialists. Translated for clients and physicians.

MicroStrategy: Vienna, VA. Customer Service Representative 2000 - 2001

Monitored ACD and in box for (Strategy.com). Logged issues reported via e-mail in Scopus tracking database. Recreated reported issues using workstation, simulators, and device lab. Researched the NOC for account ID, profile settings, service delivery confirmation. Wrote “email issue” specific instructional templates for customers. Assisted team members on issues discussed in “Weekly Pending Meetings”.

Newbridge Networks/Alcatel: Herndon, VA. CSR for the Technical Assistance Center 1999 – 2000

Answered large volume of calls in a Technical Support environment. Created trouble tickets for technicians to troubleshoot for an array of telecom equipment for national and international clients. Escalated issues to different levels of in-house and field techs, engineers and management as required.

SKILLS

Proficient in Microsoft Office 365, Teams, Salesforce, Fetch/FTP, Live chat, Nice/Max VOIP, HTML Adobe Illustrator & Photoshop, Word, Excel, & Outlook, Sera-tel. Amcom systems, Scopus/Remedy Tracking Databases, Cisco, Polycom phone systems, VOIP: Nice In-Contact/Max, JEMS (Internal Reservations System), TNS (Registration System database), Sharepoint, Jira, Broadworks, Fluent in Spanish.

EDUCATION

Langley High School, McLean, VA.

Northern Virginia Community College, (Completed course work in Information Systems/Communications) The Art Institute of Washington

Graphic Design, Web Design & Video Production

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