Customer Support Specialist

Dalia Y. Alvarado

**** ********** ** ***.**** Arlington TX, 76015 Phone: 214-***-**** (c) ****************@*****.***

SUMMARY OF QUALFICATIONS

A detail-oriented, bilingual (English/Spanish) computer professional with solid experience and expertise in the IT/Marketing/Sales fields/Customer Service. Able to offer efficient skills in customer support, sales, Marketing. A dependable, multitask professional that can provide excellent customer service, determine problems, understanding customer needs and implement resolutions. Committed to excellence and continuing to acquire new business and technical knowledge and to performing at the highest level of responsibility and excelling in assigned duties with accuracy as a priority in order to contribute to the success of an organization, knowing every customer is important. Dynamic and results-driven sales and marketing professional with of experience in direct sales, customer relationship management, and strategic marketing initiatives. Proven track record of exceeding sales targets. Strong communicator with a passion for building lasting client relationships, performing high call volume on a daily basis prospecting to close transactions and generate business.

Software: CRM Follow up Boss, Yardi, ZipForms, Ylopo, Brokermint, DotLoop, Simplicity, MLS, OneHome

Part time roles: Transaction coordinator, Leasing Agent, Real Estate transactions

Additional areas of expertise include:

Sales Bilingual Closer High Call Volume

EDUCATION: Bachelors degree in Computer Engineering.

ABR, SRS, RENE Real Estate designations

Pursuing NMLS License #2702271

PROFESSIONAL EXPERIENCE

REALTOR - Fort Myers FL 2021 - present

Conduct thorough market analysis to determine property values and trends in the local real estate market.

Stay updated on local market conditions, including new listings, sales, and neighborhood developments. Create and manage property listings, including writing compelling descriptions and taking high-quality photographs. Develop and implement marketing plans for properties, including online advertising, social media campaigns, and open houses. Schedule and conduct property showings for potential buyers. Negotiate offers and counteroffers on behalf of clients, ensuring their best interests are represented.

• Facilitate discussions between buyers and sellers to reach mutually beneficial agreements.

• Host open houses to attract prospective buyers and gather feedback.

• Create promotional materials such as brochures, flyers, and virtual tours.

• Utilize Multiple Listing Service (MLS) and other platforms to promote properties.

Prepare and review contracts, agreements, and other legal documents related to real estate transactions.

• Coordinate with lenders, inspectors, appraisers, and title companies to ensure a smooth transaction process.

Maintain regular communication with clients throughout the buying or selling process, providing updates and addressing concerns.

• Educate clients on the steps involved in the transaction, including inspections, appraisals, and closing procedures.

Build and maintain a network of contacts, including other real estate professionals, mortgage lenders, and service providers.

• Attend industry events, conferences, and local community gatherings to expand your network.

Stay informed about changes in real estate laws, regulations, and market trends through ongoing education and training.

Pursue additional certifications or designations to enhance expertise in specific areas of real estate.

Follow up with clients after transactions to ensure satisfaction and maintain relationships for future business.

• Send personalized notes or gifts to clients to show appreciation and encourage referrals.

HOTWIRE COMMUNICATIONS – Technical Engagement Specialist Fort Myers, FL Nov 2020 – Dec 2021

Handling inbound calls from residential, business and hospitality customers, serving as the second level of trouble support for all services, serving as a secondary route choice for all other service center activities, including new order request, billing assistance, etc, Review schedule trouble tickets for possible remote resolution. Perform follow-up testing, and/or troubleshooting to assist customers with the most accurate and timely response to their technical support issue(s), escalate where needed, other duties as assigned. Customer retention, branding company’s services.

Jasons Deli – Aloha POS Specialist Grand Prairie, TX May 2018 – Apr 2020

I worked at the warehouse distribution center in Grand Prairie TX, at the IT Department, my responsibilities would vary, but my main responsibility was to support all JAsons deli restaurants, assisting the deli employees and managers in any issue they would have with the Aloha POS system (Hardware & Software), participated implementing the credit card readers, updating terminals and servers, supporting hardware and software issues, that includes handling devices replacement process, assigning an internal company asset number, contacting our vendor NCR/HP to replace the equipment under warranty, and update the assets in ITSM system, to keep track of them, and also grabbing the certificate keys to activate the software license on the servers. Purchased more email licenses with gmail as needed and set up mailboxes for users. Troubleshooting the IBM inline ticketing printers, kiosks, online ordering system (used LastPAss to keep track of this software licenses), Back of the house server replacement, chip readers system implementation to remain complaint with government regulations, reimaging terminals and servers, ensuring customers retention.

AIG - CUSTOMER SERVICE USA, work from home Oct 2015 - Oct 2016

Providing Customer support to AIG Employees worldwide

Assisting employees with any issues regarding passwords reset, email set up, deployment of new software, upgrades, browser compatibility issues, issues with connecting via Citrix (virtual machines), also assisting emplomes after hours when trying to connect remotely from home.

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Trinity Industries - Help Desk Support Dallas, TX Jan 2014 - Apr 2014

Short term contract assisting on Blackberry migration for company employees

•Short term contract to complete new phone integration within a 3 month period

•Setup Blackberries and phone settings for new cell phones

Southwest Airlines – Help Desk Support Dallas, TX May 2012 – Dec 2013

Software: Assisting employees with over 420 applications, first initial troubleshooting and escalation as needed to the appropriate departments, assisting with password reset, terminations, creation of DGs and mailboxes in the Exchange console, Citrix connectivity issues, Pushing applications via SCCM, Font size, performance, printing, Windows, Outlook profile issues, etc

Hardware: Installation and troubleshooting of Toshiba, HP and ATP printers, Displays, Kiosks, Scanners, Kronos clocks, contacting vendors (DELL, Toshiba) after initial troubleshooting and if parts need to be replaced.

•Ticketing system used: Remedy

•Primary role: Supporting SWA Employees (46,000+) 48 stations

•Operating systems: Windows XP, 7

•Printers: Toshiba ESTUDIO, HP, ATP

•Remote tool used: Remotely Anywhere

•System: DELL

NCR – Help Desk Technician II Fort Worth,TX May 2011 – Feb 12

Supporting their POS customers with the Aloha system, software and hardware, troubleshooting their terminals connected in a star topology to the File Server in the backoffice, printers configuration, general application usage training, remoting to each site through Command Center and be able to fix issues by checking their DEBOUTS.logs and replacing corrupted files, etc.

•Ticketing system used: ITSM

•Primary role: Supporting Aloha (QS/TS)

•Operating systems: Windows XP, 7

•Printers: IBM

•Remote tool used: Command Center

•Topology: TCP/IP star

•LAN/WAN

UTA - IT Helpdesk supervisor Arlington, TX Jul 2009 – Jun 10

Performed supervisory duties including hiring, mentoring student workers monitoring their performance and attendance, take calls from college students and faculty/staff on any computer related issues they might be having trouble with like: VPN connections, wireless set up, e-mail OWA, Outlook, password reset issues, account activation assistance.

Process e-mails, and special request to escalate to different IT departments.

•Ticketing system used: Heat/ITSM

•Primary role: Supervising 20 worker students

•Operating systems: Windows XP, 7,Mac

•Printers: Ricoh

•Remote tool used: Netmeeting

•Handhelds : Blackberries, iphones

PDS – Desktop Technician Irving, TX Jun 2008 – Dec 08

Supported face to face and over the phone end users with any application/hardware issues, created accounts for new hires and performing terminations, re image laptops (DELL 600 series) and Desktops, installing equipment and/or shipped it out to field locations, contacted vendors and replaced parts as needed, printer issues, phones, moves, kept track of asset inventory.

•Ticketing system used: e-mail

•Primary role: Account Activations/Deactivations

•Hardware: Dell (desktop/laptops),

•Operating systems: Windows XP

•Printers: Ricoh

•Remote tool used: Netmeeting

•Handhelds : Blackberries, iphones

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