Customer Experience Technical Support

Karina Vasquez

954-***-**** ********@*****.*** Miramar, FL 33025

• Develop long-term relationships with customers leading to high retention and customer satisfaction.

• Ensure customers are successful with the product following the launch date.

• Manage the customer experience and setting expectations

• Responsible for tracking & driving customer health and Net Promoter Scores

• Create playbooks & present calls to action.

• Responsible for reaching assigned targets for customer KPI's.

• Continuously improve customer experience by proposing new processes and concepts.

• Participate in user groups and client facing webinars

• Handle any product or full software attrition to identify save opportunities

• Identify and pass leads to our Sales Growth team

• Other duties as assigned

• 3 years of experience in accounting and/or restaurants

• Proficient in Microsoft Office; Outlook, Excel, Word, and PowerPoint

• Collaborative and flexible working style.

• Ability to teach and coach effectively

• Efficient and timely with deadlines and deliverables.

• Strong organization and time-management skills.

• The ability to work independently without supervision

• Strong technical aptitude with experience communicating across multiple platforms Capable IT Technician experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.

SUMMARY

• Technical Support

• Incoming Call Management

• Service Desk Support

• Call Management

• Customer Needs Assessment

• Customer Service

• Online Chat Support

• Application Support

• Report Preparation

• Data Recovery

• Incident Management

• User Support

• Help Desk Support

• Documentation Development

• Highly Professional

• Creative Issue Resolution

• Tracking and Documentation

• Workforce Planning

• Software Upgrades

• Call Center Operations

• Teamwork and Collaboration

• Microsoft Certification

• Active Listening

• Problem-Solving

• Friendly and Patient

• Customer Communication and

Empathy

• Analytical and Methodical

• Interpersonal Skills

• Collaborative Team Player

SKILLS

• Technical Documents Comprehension • Microsoft Windows and Office 09/2022 - Current

05/2022 - 11/2023

IT Technician

Alorica Miami, FL

• Provided technical support to users via telephone or remote access.

• Assisted with the deployment of new applications and updates to existing applications.

• Created documentation for common IT tasks such as troubleshooting steps for various types of problems.

• Set up user profiles on local machines according to established standards.

• Responded quickly to emergency situations involving outages or data loss scenarios.

• Provided training sessions for end users on how to use various software programs.

• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

• Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.

• Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.

• Maintained positive working relationship with fellow staff and management.

• Maintained records of data communication transactions, problems and remedial actions or installation activities.

• Collected, analyzed and reported on data for use in operational planning.

• Conducted workflow analysis, space design or cost comparison analysis.

• Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.

• Responded to or escalated tickets based on severity and internal policies governing responses.

• Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.

• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Maintained records of data communication transactions, problems, and remedial actions or installation activities.

IT Technician

Amazon Miami, FL

• Assisted with the deployment of new applications and updates to existing.

• Tracked service requests through a ticketing system such as Remedy or Service Now.

• Responded quickly to emergency situations involving outages or data loss scenarios.

• Created documentation for common IT tasks such as troubleshooting steps for various types of problems.

• Provided technical support to users via telephone or remote access.

• Set up user profiles on local machines according to established standards.

• Responded to or escalated tickets based on severity and internal policies governing responses.

• Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.

• Communicated with customers to provide up-to-date information on incident response EXPERIENCE

progress and resolution timeframe estimates.

• Maintained positive working relationship with fellow staff and management.

• Collected, analyzed and reported on data for use in operational planning.

• Provided recommendations on hardware purchases based on customer requirements.

• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

High School Diploma 12/1998

Belen, Lima Perú

Some College (No Degree)

Broward College, Fort Lauderdale, FL

Some College (No Degree): Business Administration

University of Lima, Lima Perú

EDUCATION AND

TRAINING

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