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Gerardo
Contact
Competencies
Experiencia demostrada en Microsoft Office.
Experiencia demostrada en AutoCAD.
Experiencia demostrada en Civil 3D.
Experiencia demostrada en Etabs.
Education
Languages
Summary
Perfil profesional
Experience
Customer Service Representative
Taking inbound and outbound calls from customers reaching out to 1Solar’s Customer Service Department.. Resolving customers’ requests over Phone, Email and Text Messages.. Answering customers’ questions regarding their solar agreement and technicalities involving their solar installation projects and account documentation such as project drawings, city permits, solar purchase agreement.. Explaining to the customers solar modalities and how this helps them save money throughout the time according to the weather season and power companies interconnections agreements.. Creation of production evaluations based on a year worth of utility bills to present the customers in numbers the system performance throughout the year, their savings and their consumption.. Troubleshooting solar system’s issues over the phone with the customers.. Creating monitoring sites according to the manufacturer assigned for the customer’s equipment, troubleshoot systems’ configuration issues and guarantee that the systems are fully operational.. Reaching out to many manufacturers to resolve technical issues relating customers’ solar systems and following up on their cases for RMA requests or tech visits scheduling.. Outbound calling to confirm appointment scheduling with customers.. Overcoming customers’ objections over the phone regarding their system’s performance.. Helping customers understand the account transfer process in the event of a home sale.. Keeping consistent communication with multiple internal teams in order to address scheduling, permits, final inspections, PTO status and service requests in accordance with the customer’s account stage, whether is Pre-PTO (before permission to operation) or after the PTO is granted by the utility.
Quality Analyst
Quality Analyst on Solar Panels installation guaranteeing the quality assurance for the installation according to legal regulations and building codes.. Job coordination alongside with the installation crews to ensure proper communication and resolution for any unforeseen circumstances that might come across during the installations.. Follow ups on daily reports in regards to the Solar Installations that are being performed on a daily basis.
Customer Care Representative
Provided product information while walking through the customer on the services available and issues resolutions in regards to their needs based on the services they were looking forward to having in terms of landline and internet services.. Billing assistance in regards to explaining bills, account balance, taking payments, autopay enrollment, government benefits walkthrough (as available).. Provided a customer care experience in terms of appeasements for unexpected issues presented during the services installation and billing issues, customer de-escalation while explaining internal processes and workarounds to resolve their concerns and questions.
Tech Support Representative
Assessing and resolving internal tools tech-related issues for a realty company based on the US.. Currently assessing issues to determine the root cause and make sure to troubleshoot or escalate the case to the back-end team, while providing customer service attention on 3 different communication channels such as email, phone and chats.
Operations Supervisor & Customer Care Representative
Certified Operations Supervisor for 11 months, Customer Care Line of Business.. Expertise in Agent ́s skill developing through motivational leadership talks, Coaching (self realization oriented) sessions, call monitoring spotting opportunity areas, payroll adjustments, Agent ́s retentions process, administrative meetings / participative talks with the client looking for the line of business improvement, Action plan (creation and implementation) in order to organize daily task prioritizing urgent task. Disciplinary actions implementations. Participation in the developing and performance of off-line activities such as Huddle Sessions, QA talks, Motivational talks, Team Meetings focused on agent ́skills development and improvement.. KPI managing and data analysis, experienced in handling KPI such as Average handle time, Absenteeism, Quality Assurance, Customer Satisfaction Surveys and many other behaviors that can be found on a Customer Care / Tech Support call.. Worked as a CCR for the Vivint Solar Campaign.. Outbound Case Manager.. Specific cases resolution oriented to customer care matters.. Mainly focused on Outbound calls, Customer care Escalation line in operations.. Floor supporting for operations and nesting stage.
Technical Support Crossed Sales Agent
Worked as a Technical Support agent for Verizon Soluto Campaign.. Smartphones Troubleshooting focused on service issues, phone ́s applications, phone malfunctioning.. Crossed sales experienced, sales type of call focused on building rapport, collecting bread crumbs to tailor and position the product offer based on the customer needs.
Customer Service Representative
Providing phone assistance in the airline business.. Providing flight information and Airlines policies.. Airlines tickets and ancillary products sales.. Travel advisement such documentation required and most reliable routes for domestic flight within the United States, and world wide international travels.
Customer Service Representative
Providing phone support in the Northam area.. Experience as floor support helping CSR along the floor to improve their responses and call resolution.. Experience as Floor Supervisor, developing CSR’s skills and knowledge through coaching methods and KPI management as well as performing administrative tasks based on operation’s requirements.
Geotechnical Junior Engineer
Off shore Geotechnical Survey supervisor, soil sampling and characterization.. Off Shore Spt, Wire Line, Cpt and Core Drill Surveys.
Civil Engineer Internships
Inspection for several electrical substation extension within Zulia State district as: "El Tablazo", "Machango", "Hicotea" and "La lago".
Project Engineer
Junior Project Coordinator.. Reinforced concret foundations design.. Route reviewing and pipeline design for PDVSA oil company in Venezuela.. Meeting attendance and translation form English to Spanish regarding projects matters.. Site survey regarding pipeline route project.. Supporting elaboration of technical and comercial evaluation for special studies in the developing of basic engineering for pipeline route.
CEO and Sales Executive
Coordination of personnel in different functions within a firefighting related company.. Budget analysis, quotation and procuracy of supply for extinguisher reload and sale.. Customer support and sales advisor related a firefighting business.