Customer Service Agent

GEORGE CABRERA

Pearland, TX ***** ***.***,**** ***********@*****.***

Offers over 10 years of IT helpdesk experience and three years of customer service delivery, with the ability to foster technology implementations, ensure compliance with defined standards, and build professional relationships based on knowledge and trust. Consistently offers constructive guidance and training to ensure compliance with best practices. Obtains top rankings by end users due to rapid and effective resolution of challenging issues. AREAS OF EXPERTISE

Delivering Quality Customer Support Zendesk Ticketing System Resolving Customer Requests Marketplace Knowledge

Adept at Adapting to Competing Objectives Cross-Functional Collaboration Prioritizing Tasks and Workflows Fostering Relationships with Key Stakeholders Troubleshooting Conducting Root Cause Analysis Printer Functionality PROFESSIONAL EXPERIENCE

AUCTANE – SHIPSTATION Austin, TX 6/2021 – 8/2025 MERCHANT SUPPORT SPECIALIST

Utilized Zendesk to organize, prioritize, and respond to customer requests. Led a specialized team to address and remediate printer issues via screen sharing with Splashtop and conducting phone calls to uncover challenges. Oversaw chat queues promptly, leading to 90% customer service rating. Supported a portfolio of high-value merchants, with expertise in multiple marketplaces, including Shopify and Amazon.

· Built a team to advise stakeholders on printer-related issues by providing expertise, training, and guidance, resulting in a highly capable team which effectively resolved challenges within critical timeframes.

· Achieved significant reduction in chat queue by volunteering for and successfully processing high volume of chats for newly deployed product, leading to team expansion. KIPP TEXAS PUBLIC SCHOOLS Austin, TX 8/2011 – 6/2021 HELP DESK TECHNICIAN (7/2018 – 6/2021)

Published documentation and facilitated staff trainings to drive adherence to internal best practices. Delivered attentive support to district superintendent and executive leaderships. Expanded scope of accountability to a wider set of devices and enabled end users to optimize utilization through seamless delivery of assistance. Provided solutions to district-wide problems and delivered guidance to maintain consistent standards.

· Streamlined management of over 900 Apple devices by implementing a mobile device management platform, yielding increased efficiency and improved organization for the student iPads and teacher iPhones throughout the district.

· Distributed Chromebooks to all students within the assigned district over the summer by gathering, repairing, and preparing available devices to support remote learning during the COVID-19 pandemic. DESKTOP ADMINISTRATOR (1/2015 – 7/2018)

Supported two school campuses and ensured security of confidential data, with accountability over access based upon requirements. Assessed needs of school and provided solutions based upon costs and allocated budget. Delivered attentive assistance to school leaders and high-visibility clients.

· Accomplished on-time lab preparation for STAAR testing and new school year by efficiently completing assigned tasks and providing assistance to team members to ensure completion of all deliverables within scheduled timeframes.

· Maintained over 90% satisfaction ratings from school administrators, teachers, and staff for quality service provision. IT ASSISTANT (8/2011 – 1/2015)

Leveraged expertise in Zendesk ticketing system to deliver technical support to end users, ensuring satisfaction and completion of various technical issues.

· Leveraged Salesforce tools to optimize efficacy and productivity, as well as delivering value-added data to management to drive strategic decision making and enhance transparency.

· Rapidly ramped up to achieve two promotions after assisting IT team in computer lab assembly and effectively distributing laptops for staff, assisting team with a variety of projects. EDUCATION

High School Diploma – KIPP Houston High School

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