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GIANCARLO
Support Specialist at Foundever Panama & ELD Onboarding Agent at Iterum Connections
Video resume
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Competencies
Skilled in managing client inquiries and ensuring prompt, effective solutions.
Experienced in guiding clients through technical setups and troubleshooting.
Proficient in clear, concise communication across diverse technical and non-technical audiences.
Effective team player coordinating with cross-functional teams to achieve goals.
Education
Languages
Summary
Dedicated support professional experienced in client pre-diagnosis, onboarding, and technical assistance, with strong communication and collaboration skills.
Key Achievements
- Streamlined client communication during pre-diagnosis, improving resolution times.
- Ensured seamless onboarding for truck drivers, enhancing operational efficiency.
- Collaborated across teams to optimize support workflows and client satisfaction.
Experience
Home Services and Pre-Diagnosis Support Specialist
Acted as the primary point of contact for clients during the pre-diagnosis phase, ensuring clear communication and prompt resolution of inquiries.. Collaborated with cross-functional teams to streamline operations and enhance service delivery.. Provided operational support, including data entry, system updates, and workflow coordination.. Prioritized incoming cases based on urgency and technical requirements, ensuring efficient time management and resource allocation.
ELD & Onboarding Assistance Agent
Provided remote onboarding assistance to truck drivers and fleet managers, ensuring smooth installation and activation of Electronic Logging Devices (ELDs).. Delivered clear, step-by-step technical support and training on ELD systems to ensure compliance with FMCSA regulations.. Resolved customer issues related to device setup, account configuration, and mobile app usage, reducing onboarding time by improving first-call resolution rates.. Demonstrated patience and professionalism when guiding users with varying levels of tech knowledge, contributing to high customer satisfaction.
Skills
Video Transcript
Video Transcript 1
Of course, well, at found ever, um, which was where I was working for Best Buy, I handled client inquiries and managed cases, as well as I would handle deliveries, um, make sure that deliveries reached on time, and also I would make sure to dispatch the technicians if there were any issues with any appliance. And I also provided onboarding and technical support for Iterum, which was with Highway. Um, and I would mainly be the main point of contact between the carriers and the brokers. Um, and I would help them on board. Uh, anything with their insurance, I would also make sure the insurance were up to date. Um, any insurance claims, I would go through the process with them and let them know what were the following steps, as well as I would do technical support for their ELDs, which is what would track the activity of the vehicle.
Video Transcript 2
Okay, well, in Iterum, we've mainly used Slack. Slack was like our main point of contact, as well as using Microsoft Teams. That's what we would usually use to be able to do this, because in Highway, it was a little bit of dispatching, as well as managing insurance and that type of information.
Video Transcript 3
Well, in this case, really and truly, I never really had much problems when it came to deliveries and pickups, but there were times that the system would give some issues, and really, I would just make sure to just be in contact with both my team, the managing team, and also be in contact with the delivery team. The most important thing is to have communication and give them updates.
Video Transcript 4
Um, of course, yes. Well, the time that I had to manage multiple dispatchings was when I was in Iterum. I was working for Highway, and well, in this case, we had three drivers that were waiting to get loads. Of course, the system was giving problems at the moment, and well, I just made sure to keep them, you know, up to date with everything that had to be done, as well as let them know, as soon as the broker would let us know that they were good to go, then I would contact them right away and just let them know that they can go and pick up the load at X location. And yeah, that's pretty much, it wasn't pretty that difficult when I was doing it.
Video Transcript 5
Hello, my name is Giancarlo. Well, I am currently studying architecture and I have hands-on experience in customer support at FoundEver. I handle client inquiries and manage cases, and at Interim Connections, I provided onboarding and technical support. These roles helped me build strong communication and problem-solving skills in a fast-paced environment. Career goals, well, in the...