Antonio E Guerra

*** ********** *****

Stone Mountain, Ga 30088

404-***-****

Bilingual, experienced, self-motivated, dynamic and creative personality seeks for specialist position wherein my expertise and work ethics can contribute significantly towards the growth and development of an international business organization

Core Competencies:

• Ability to multi-task and perform effectively under pressure and adapt to change and enjoy working in diverse environment

• Self-confident, articulate and outgoing individual, who is able to work independently whilst maintaining a strong focus on teamwork

• In-depth knowledge of the methods, processes and techniques of providing best customer services for English, Spanish and Portuguese speakers

• Comprehensive knowledge of call management, change management, conflict resolution techniques

• Team player, people-oriented, quick learner and the ability to handle multi- task and prioritize responsibilities in a timely manner

• Strong in problem solving skills, tackling new challenges with passion, energy and resolution

• Strong Knowledge of major computer business applications on several platforms and ability to communicate with technical and non-technical people

• Interface with Offshore Technological Resource Teams to fix Critical Issues Work Experience:

2010-12 Wipro Technology- Hospira Project, Affinia Receive calls from International customers in our Avaya and Cisco phone system, create tickets with Remedy Management Software and escalate issues requiring real-time actions to Offshore Resolvers” Group under critical production cycle for a pharmaceutical company Promote the company values and participate in business presentations for future clients

Contribute to the improvement of quality of service in meetings, discussions and brain storming with Offshore Management Team Manage Forms and Request in compliance with Hospira Requirements and the FDA regulations

Responsible for the creation, assignment and closure of incident andrequest according

to Company Service Level Agreement

Provide assistance and support to English, Spanish and Portuguese users in North, South America and Europe

Flexible and understanding of the different expectations of service in a 24/7 work environment

Successfully meet or exceed expectations of the Call Satisfaction Survey Diligently interact with Engineers and Technicians from Telecommunications Companies to restore service, in case of an event, identifying malfunctions

Co-founder of the Spanish and Portuguese Team for Hospira and Influential in the acquisition of this account, traveling to Costa Rica and discussing quality service expectations

Familiar and applying the Knowledge Base Problem Resolution Database on a daily basis

Provide First Call Resolution according to metrics and standards concerning password creation for new hired-employees 2008-2010 Sprint Telecommunications Bilingual Tier One Specialist Provisioned corporate users for Blackberry Internet Services and Blackberry Enterprise Services

Resolved incidents concerning telephone connectivity for users in Spanish, English and Portuguese In First Call Resolution Environment Promote Sprint Small Business Solutions including data and media network installing and configure Sprint router

Tech support for all Microsoft Windows Applications, specially Internet Services and Desktop

2005-08

Equant, Atlanta

Provided support to Cisco Routers for International Users in a 24/7 basis to our Business Users in a frame relay network

Used Nortel Tools to monitor the network status.

Interact with Phone Companies, understand their lingo on a daily basisEducation: 1978-1982 - Universidad de Puerto Rico, Rio Piedras Campus Bachelor Degree in Comparative Literature with a minor in Philosophy

1990-94

Emory University, Atlanta Ga

Master's Degree in Romance Language with a Major in Spanish and Latin American Literature, Master Thesis: Galdos' Realism in “La desheredada” Novelas Contemporaneas- Hazel Gold Thesis director

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