Remote customer service

Juan S. Gaytan Jr

956-***-**** - *************@*****.***

https://www.linkedin.com/in/juansgaytanjr

Summary

Industrious & zealous results-driven leader with a reputation of 21 years maintaining integrity, high standards, achieving exceptional outcomes, and reliability. Passionate in first-contact resolutions with a proven history record of efficiently and empathetically managing clients through prompt problem-solving abilities. Focused on building long-lasting business partnerships, exceeding customer expectations, and professional growth. Eagerly seeking opportunity to set or break historical records while contributing to a company’s success. Qualifications

Advanced computer skills CRM comprehension Microsoft Office suites proficient Typing 50 WPM with 100% accuracy certified Multi-platform OS proficiency Bi-lingual: Fluent English and novice Spanish Hardwired high-speed internet Customer service & care experience Sales & after sales support Remote call center experience

Key Skills

Flexibility Teamwork Adaptability Responsibility Digital literacy Active listening Issue resolution Time management Emotional intelligence Deescalation resolution Critical & analytical thinking Interpersonal communication Work History

Maximus Remote, TX Oct 2022 to Apr 2023, returned Jan 2024 to Aug 2024 Eligibility Specialist

• Recognized by leadership for earning multiple kudos, achieving excellent client rapport consistently.

• Achieved 97.14% and 96.88% in quality assurance assessments, demonstrating exceptional knowledge and understanding of available resources.

• Rehired to develop and execute strategies for improved quality and promote client feedback through appropriate channels of support, managing high call volumes during peak hours and effectively multitasking in a fast-paced environment. DVR Mechanical La Feria, TX May 2021 to Dec 2021 Operations & Services Manager

• Developed strong relationships with key clients, vendors, and suppliers, ensuring long-term partnerships and repeat business opportunities.

• Notarized AIA contract billings validating incremental progress for monthly draws on work completed. Apple Remote, TX Jun 2012 to Jan 2020

AppleCare At-Home iOS Senior Advisor & Mac+ Advisor

• Cross-trained for multiple products and services, managing concurrent chats during new product launches.

• Upsold AppleCare incident agreements and support plan sales for product hardware, educating on benefits and coverage options.

• Took ownership of 99% of escalations, educating customers on expected product behavior and generating support tickets for unexpected product behavior.

Alliance Specialized Systems Pharr, TX Feb 2007 to Oct 2012 Office Manager

• Collected on unpaid and past due accounts, resulting in a 200% increase of forecasted income revenue.

• Strengthened electronic data transmission rates by 43% through designing, installing, and maintaining CAT5 network systems throughout offices.

• Developed and implemented corporate employee handbook outlining procedures, company policies, and responsible safety reporting for new hires and current employees.

• Increased company efficiency by purchasing large-capacity office printing duplex, allowing documentation production increase of 50%, simultaneously reducing ink costs and environmental waste footprint. Education & Training

James Nikki Rowe High School McAllen, TX - Graduated with honors Aug 2000 to May 2004

• Diploma Texas Scholar Texas Tech Prep Scholar Licenses & Certifications

Notary Public, Texas Notary Commission

Expires June 2025, Notary ID # 126172345

Class C Texas Driver License, Department of Public Safety Expires April 2032, DL # 22618477

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