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

PHONE 915-***-**** • E-MAIL adx942@r.postjobfree.com

CARLOS G. REYES

OBJECTIVE

To make a significant contribution toward the profitability and service excellence of the company I work for, while expanding my knowledge foundation and career growth potential.

SYNOPSIS OF QUALIFICATIONS

15+ years of sales and technical support/customer service experience.

10 years of retention/escalation team experience.

Excellent analytical, problem-solving and troubleshooting ability all while maintaining close attention to detail in order to eliminate future errors/issues.

Exceptional communication (oral and written), customer service and interpersonal skills.

Leadership experience in managing and working with team members in high stress situations towards a common successful goal.

Ability to multi-task and prioritize effectively.

Independent and team worker, as required.

MS Office proficiency, typing speed of over 45 wpm. Extremely efficient in data entry while minimizing errors and maintaining high levels of accuracy.

Poised and patient when dealing with clients or any type of stressful situation.

EMPLOYMENT HISTORY

November 2021- October 2022

Charter Communications/ Spectrum

Residential /Mobile Sales Representative

Maximizing sales opportunities by effectively answering and handling inbound sales calls in an effort to acquire new customers and solicit existing customers by selling them supplementary products/services.

Having a full understanding of and consistently demonstrating proficiency at explaining all products and services to existing and prospective customers.

Learning and mastering order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as they relate to the sales function.

Acquiring and demonstrating thorough knowledge of competitors' pricing, packaging and products in an effort to discuss side by side comparisons of Charter's and competitors' products and services. Promoting and communicating current marketing campaigns and promotions.

August 2019- June 2021

SunMed/Salter Labs

Customer Care Specialist/ Sales Product Expert/ Team Lead

Assisting all clients (busn & home) with sale orders for SunMed medical respiratory products, including overcoming or troubleshooting any obstacles they may encounter via ordering method as well as having the product knowledge expertise to provide accurate life saving answers.

Management/Lead responsibilities- Fielding escalated calls, emails, chats and any other & all customer interactions. Working one on one with team members to develop and elevate unique strengths all while helping them overcome individual challenges. Volunteering to work as much time as needed for special company projects all while promoting a positive attitude and healthy team environment.

Chat team/ Online Orders- Unique company position working with exclusive chat/online top tiered customers placing orders for Sunmed products with little to no verbal interactions per preference.

In-office Tech Support – Having 10 plus years of technical support experience volunteering to work remotely with IT group to launch new software along with implementing any changes that might have affect our team members in any way. Creating detailed tickets/ problem reports to resolve any glitches or issues in a prompt manner.

September 2018- February 2019

Charles Schwab

Account Solutions Hotline Team

Effectively managing and evaluating risk when reviewing client account applications including but not limited to individual brokerage accounts, Charles Schwab Bank checking accounts, individual retirement accounts, education and custodial accounts.

Responding to questions on a wide array of technical and operational subjects and policies. Proactively educating clients and internal partners on our products and services.

Actively listening, assessing client needs, researching information, and providing clients with innovative solutions.

Problem solving and conducting research/special requests through the use of email, telephone, and internal inquiry system.

Communicating effectively and delivering work that is detailed and clear.

Working collaboratively and efficiently with others in a fast-paced environment to produce innovative solutions.

Handling escalated calls when warranted and resolving client issues by taking appropriate action quickly in a high-risk environment.

October 2017- September 2018

Contractor via Aerotek

Data Entry Specialist

Achieve timely and accurate data entry while following strict state/federal guidelines. Relentlessly striving to meet or exceed goals and expectations.

Delivery of correspondence, accuracy in transactions and providing excellent customer service when needed by expected deadlines.

Always engaged in self growth, learning and improvement. Willingness to seek guidance when needed and ability to apply/share knowledge with those around me.

Easily acclimate to any situation or environment, constantly examining my experiences and interactions to improve future ones in order to avoid same mistakes.

August 2007- January 2017

Verizon Wireless

Technical Support Expert/Leadership Team/Escalation-Retention Group

Instructed and guided end-users through installing software, configuring and testing hardware (smartphones, tablets, computers and network peripherals).

Guided and assisted clients in choosing the right product along with operating system that best met their needs.

Proficient in working closely with customers and business clients to replace/repair defective devices if and when needed.

Collected information through customer phone calls to identify and report product issues when encountered.

All of the functions listed below.

Technical Support Coordinator

Providing outstanding customer service and technical support for internal and external voice and data product customers.

Troubleshooting hardware and software (including web and cloud based) issues and identifying network/application issues all while using various troubleshooting tools and on-line resources for 100% customer resolution and satisfaction.

Provided clients with efficient support via phone calls, email and in-person (at times when volunteering to work in-store holidays) requests.

Customer Relations Team 2009-2013

Complete and timely resolution of customer service escalations and cancellation requests including both customer service and technical support initiated calls.

Researching various and most optimal solutions to customers.

Being the point of contact for escalations and complex troubleshooting scenarios in which supervisors are normally involved.

January 2002- September 2005

Little Caesar’s Pizza

Store Manager

Establishing and reviewing store specific performance targets in employee satisfaction, guest service and margin improvement.

Overseeing efficient and cost-effective operations including profitability, human resources and marketing.

Selecting, training and developing managerial employees.

Maintaining company standards in food safety, product and facility specifications.

Introducing and reinforcing new products and initiatives.

HIGHLIGHTS OF PERSONAL STRENGTHS

Willingness to gain knowledge and comprehension of through experience or study.

Superior professionalism in all aspects- demeanor, attitude and experience.

Unsurpassed professional and personal ethics.

Accept ultimate responsibility for customer / client satisfaction.

Foresight to prioritize workload to meet deadlines.

Thorough, accurate and well organized in completing projects.

Detail oriented, analytical: able to maintain a balanced, objective viewpoint in addressing problems and obstacles.

EDUCATION

Clint High School Class of 2000

Attended July 1996- May 2000

El Paso Community College- Computer Science *Not completed.

Attended April 2001- August 2003

LANGUAGES

Fluent and proficient in the Spanish and English languages.

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