Dedicated professional with over 6 years of experience in customer service, technical support, and facility management. Skilled in coordinating maintenance, resolving complex issues, and ensuring compliance, with proven ability to improve processes and support team success.
Expertise in planning, coordinating, and maintaining facilities to ensure safety and operational standards.
Proven ability to resolve complex customer and internal support issues via phone and documentation.
Skilled in diagnosing and resolving technical issues at Tier 2 and Tier 3 levels with root cause analysis.
Experienced in managing multiple tasks, coordinating teams, and ensuring timely completion of projects.
OPTICALL BPO
Planned and coordinated maintenance and repair requests for multiple store locations. Ensured compliance with safety standards and facility policies. Verified lease agreements and supported documentation review. Coordinated with external vendors and contractors to complete repairs. Tracked work orders, updates, and case resolution through internal system
OPTICALL BPO
Over-the-phone support for store teams and operational issues. Coordination with internal departments to resolve cases. Case tracking, documentation, and follow-up to ensure resolution
OPTICALL BPO
Over-the-phone customer support and issue resolution. Account assistance and clear communication with clients. Accurate case documentation and follow-up
CONCENTRIX
Expert-level technical troubleshooting and root cause analysis. Resolution of complex customer issues and escalations. Case documentation and coordination with internal teams for solutions
Industrial and Systems Engineer
Project Development and Evaluation Diplomate
Hello, I have several years of experience in the BPO industry, starting as a customer service agent and then moving forward to facilities coordination. I began my career at Concentrix as a tier 1 agent, basically doing basic troubleshooting, providing first-line support, and escalating cases when needed. Then I was promoted to Tier 2 and then Tier 3 agents where I handled more complex technical issues and managed escalation while coordinating with internal teams to find a solution to the client's problem. Later at Optical BPO, I continued in customer service and support roles, assisting store teams over the phone, coordinating with internal teams and ensuring cases were properly tracked and resolved. Most recently, as a facilities specialist, I was responsible for planning, coordination, maintenance, and repair requests across multiple locations. I worked closely with vendors, contractors. I tracked work orders through internal systems and ensured all requests were completed on time and under budget. Through my experience, I developed strong communications, organization, and problem-solving skills, especially when it's managing multiple priorities and coordination within different teams. Thank you for your time.
Hello, my name is Emmanuel Velasquez. I am an industrial engineer with almost 10 years of experience in the BPO industry. I have worked as a customer service representative, store support, and recently as a facilities specialist. I have great multitasking and problem-solving skills, and I would love to bring those skills to your company. Thank you for the opportunity.
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Strong communication skills with proficiency in case documentation, follow-up, and interdepartmental coordination.
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Advanced technical troubleshooting and problem resolution. Customer support and clear communication with clients. Case documentation and follow-up to ensure issue resolution
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First-line customer support and issue triage. Basic technical troubleshooting and guidance. Ticket creation, documentation, and escalation to Tier 2 when needed
