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Allan
CCNA Introduction to Networks
Video resume
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Competencies
Demonstrated experience with Microsoft Excel (Pivot Tables, Reporting).
Demonstrated experience with KPI Tracking & Performance Metrics.
Demonstrated experience with Trend Analysis.
Demonstrated experience with Root Cause Analysis.
Demonstrated experience with Networking Fundamentals.
Education
Languages
Summary
CCNA Introduction to Networks open to new opportunities
Experience
Quality Assurance & Performance Analyst
Evaluated agent performance using KPI frameworks and compliance scorecards.. Identified trends impacting customer satisfaction and revenue retention.. Conducted root cause analysis to detect recurring performance gaps.. Participated in calibration sessions to ensure scoring consistency.. Delivered structured feedback reports to improve operational performance.. Supported revenue protection through compliance and behavioral monitoring.
Senior Sales & Customer Performance Representative
Ranked Top 3 sales performer consistently, with multiple monthly recognitions.. Exceeded revenue targets through upselling and conversion optimization strategies.. Analyzed customer needs to identify high-value booking opportunities.. Balanced customer experience with revenue generation in high-volume environment.. Improved conversion through effective objection-handling techniques.
Business Owner
Managed daily operations, revenue generation, and cost control.. Oversaw customer experience strategy and retention.. Developed strong business acumen in margins, efficiency, and service delivery.
Junior Network Analyst
Monitored and analyzed network performance across hospitality environments.. Diagnosed and resolved connectivity issues using structured methodologies.. Managed routers, switches, firewalls, and wireless infrastructure.. Identified recurring technical patterns to improve system performance.
Technical Support Analyst – Internet & Fiber Services
Troubleshot HSIA, DSL, Fiber, and IPTV services in high-volume environment.. Analyzed service issues to determine root causes and resolutions.. Maintained SLA compliance and performance metrics.. Recognized as Top Performer for quality and consistency.
Bilingual Technical Interpreter (EN/ES) – T-Mobile
Provided real-time interpretation for customer service and technical support calls.. Ensured accuracy in technical, billing, and service-related communication.. Supported efficient issue resolution by eliminating language barriers.
Skills
Video Transcript
Remote Tech Support Agents
Hi, my name is Alan Martinez. I'm from Guatemala and I have an expertise of 13 years in the call center industry plus I'm a technical super specialist with five years of experience in troubleshooting, resolving customer inquiries and providing excellent customer service. I have proven track record of multiple Cisco certifications which makes me an adept at troubleshooting hard work and software problems, providing product advice and demonstrating an aptitude for efficiency.