Customer Service Technical Support
Resume:
Nicolas Castro
Sacramento, CA *****
********@*****.***
Looking to secure a responsible career opportunity, where I can fully utilize as well as advance my exceptional technical support, customer service, and communication (both via phone and in person) skills. Also looking to use my advanced knowledge of iOS and macOS development and technical support, as well as various other software and skills while making a significant and positive contribution to the success of my employer as well as my fellow employees. Authorized to work in the US for any employer
Authorized to work in the US for any employer
Work Experience
Customer Service Representative
Experis - Rancho Cordova, CA
July 2023 to March 2024
• First point of contact for both providers and recipients through the county IHSS program
• IT Helpdesk support
• Answered phones and routed them to correct department if needed.
• Answered any and all questions in a timely manner.
• Password resets
• Hardware/software technical support which included MacOS, iOS, Windows 95-11, and Android OS. Telephone Customer Service Representative
Fortuna BMC - Sacramento, CA
February 2023 to November 2023
• Answers telephone calls using an automated system and responds to basic to moderately complex provider questions and/or forwards call to appropriate personnel.
• Research provider calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
• Documents calls in a customer relationship management (CRM) ticketing solution, resolves written provider requests/inquiries and updates provider history with results of inquiry to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Conducts outbound calls to providers in response to voicemail inquiries, customer direction or other business needs.
Telephone Customer Service Representative
Delta Dental Ins. - Sacramento, CA
June 2021 to January 2023
Took inbound customer service calls pertaining to their dental ins eligibility through medi-cal dental. First point of contact for customers before being routed to the department they are in need of. Reached out via email or phone to customers when needed to resolve their issue. Would look up and verify treatment authorizations for members Would locate and contact a provider for members if needed to get established with their office Looked up out of pocket expenses as well as whether or not certain things would be covered under their plan
• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Handled emails, inbound calls, and outbound calls
• Booked appointments
• Monitored claims and physician-related services
• Kept records of customer complaints
Call Center Representative
transcosmos OmniConnect LLC - Sacramento, CA
August 2019 to April 2021
Took inbound customer service calls pertaining to vehicle tracking units/led. Was first point of contact for any technical support that pertained to MacOS, or iOS for setting up gps units or downloading the tracking or logbook app.
First point of contact for customers before being routed to the department they are in need of. Reached out via email or phone to customers when needed to resolve their issue. Regularly used Saleforce, and fleet care to access customer account information/customer vehicle & product info.
Helped customers with accessing their account via their mobile device as well as through specific applications on their mobile device.
Construction Retail Merchandiser
Signature Retail Services - Sacramento, CA
February 2018 to August 2019
Built and installed shelving according to POG, Stocked Shelves, Retail Resets, Traveled to different stores as needed
Retail Merchandiser
SAS Retail Services - Sacramento, CA
July 2016 to February 2018
Retail resets, product facing, scanning, read POG, Set up displays, communicate with all levels of employee within the store, travelled to different cities as needed Account Specialist
PRE-EMPLOY - Anderson, CA
June 2015 to July 2016
Reached out through various means to handle all aspects of client accounts
● Maintained client accounts through accurate and timely data entry
● Provided first line administrative support and coordination for client account activities
● Created, reviewed, and modified client orders
● Kept in close contact with clients regarding turnaround times on high volume orders Steel Installer
SPS INC - Anaheim, CA
June 2013 to May 2015
Wood Roof Truss Repair & Reinforcement
● Glu-Lam Beam & Roof Purlin Repair & Reinforcement
● Seismic Retrofit & Reinforcement
Installation Technician
PINNACLE SECURITY - Roseville, CA
June 2012 to April 2013
INSTALLED AND UPDATED HOME SECURITY SYSTEMS
● SALES INCLUDING NEW SECURITY SYSTEMS
● UP SELLING ADVANCED FEATURES AND UPGRADED SYSTEMS. Direct Care Staff
NOVA - Redding, CA
September 2008 to April 2012
IN HOME CARE FOR DEVELOPMENTALLY DISABLED ADULTS
● REQUIRED PATIENCE TO HIGHLY SENSITIVE INDIVIDUALS
● TENDING TO THEIR NEEDS INDIVIDUALLY AS WELL AS ENGAGING THEM IN GROUP ACTIVITIES
● AN CHARGE OF MEDICATION DELIVERY
● PREPARED MEALS AND PERFORMED GENERAL HOUSEKEEPING DUTIES
● ALSO SUPERVISED GROUP OUTINGS AND SOCIAL INTERACTION
● DID DAILY CHARTING FOR EACH CLIENT TO MONITOR THEIR BEHAVIORAL IMPROVEMENT Shift Manager, Cashier
Carl's Jr - Redding, CA
June 2007 to August 2008
CASHIER, EXPEDITED ORDERS
● HELD A SHIFT MANAGER POSITION AND DIRECTED A STAFF OF UP TO EIGHT
● HANDLED GUEST RELATIONS WHILE UPHOLDING GUEST SATISFACTION AT ALL TIME
● MAINTAINED A CLEAN AND PROFESSIONAL WORKPLACE FOR A PRISTINE GUEST EXPERIENCE
● SET UP FOR THE NEXT SHIFT TO RUN AS SMOOTHLY AS POSSIBLE. Education
Pharmacy Technician
American Career College - Anaheim, CA, US
December 2014 to January 2016
Butte College - Oroville, CA, US
2010 to 2011
Foothill High School - Palo Cedro, CA, US
2003 to 2007
Skills
• Data Entry
• Outlook
• Excel
• Sales
• Microsoft Office (6 years)
• Microsoft Windows
• Mac OS X
• Salesforce
• Android
• IOS
• Tech Support
• Call Center
• Customer Service
• Troubleshooting
• Planograms
• Planogram
• Greeting
• Guest Relations Experience
• Operating Systems
• LAN
• Windows (3 years)
• Mac OS X (3 years)
• Computer Literacy (3 years)
• Merchandising
• Security System Experience
• Phone Etiquette
• Typing
• Sales Experience
• Technical Support
• Presentation Skills
• Sales Support
• Fleet Management
• Troubleshooting
• Customer support
• Mobile devices
• Compounding medications
• Time management
• Case management
• English
• Customer service
• Typing
• Technical support
• Windows
• Customer retention
• Transcription
• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Medi-Cal Dental
• Phone etiquette
• Multi-line phone systems
• Computer skills
• Exemplary Communication skills
• Dependable
• Detail Oriented
• Exceptional People Skills
• Operating systems
• Mac OS
• MacOS development (5 years)
• Time management (5 years)
• iOS development (5 years)
• iOS (5 years)
• Attention to Detail (5 years)
• Written communication (5 years)
• Time management (5 years)
• ISO2 (3 years)
• Customer Relationship Management
• Remote Access Software
• Linux
• ServiceNow
• HTML5
• Software Testing
• Call center
• English
• Communication skills
• Customer relationship management
• Relationship management
• Mobile devices
• Software troubleshooting
• Salesforce
• CRM software
• Remote access software
• Quality assurance
• Research
• Software testing
• Guest relations
• Merchandising
• Live chat
• Analysis skills
• Benefits administration
• Utilization review
• Office experience
• Microsoft Outlook
• Azure
• Administrative experience
• Debugging
• Computer hardware
• Computer networking
• Help desk
• IT
• Data entry
• Sales
• Basic math
• Financial services
• Cash handling
• Google Suite
• Presentation skills
• Leadership
• Construction
• Virtualization
• Android
• Planograms
• SAP
• Hotel experience
• Customer support
• Microsoft Powerpoint
• LAN
• Cash register
• Computer science
• Computer literacy
Certifications and Licenses
Driver's License
MCP
CompTIA A+
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