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bryan
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Competencias
Demonstrated experience with Customer Service.
Demonstrated experience with Quality Assurance.
Demonstrated experience with Soft Skills.
Demonstrated experience with Proactive.
Demonstrated experience with Fast learner.
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Professional profile
Experiencia
Active Directory Support Engineer Tier 3
Provided technical support via email, calls and troubleshooting remote sessions, managing high volume of cases and managing SLA targets.. Identified possible escalations and engaged the needed resources to prevent this.. Owned and drove resolution of high-severity identity incidents for enterprise customers, coordinating across engineering, service delivery, and CSAM stakeholders.. Established and maintained strong customer, partner and internal engagement, ensuring successful solution delivery and customer satisfaction.. Worked as backup Queue Excellence Lead and provided Root Cause Analysis when needed.. Delivered new resources such as collaborations with other teams to facilitate value and drive operational health.
Technical Solutions Level 2
Provided support to US premier partners, quality issues with a wide variety of complexities.. Engaged team members for support and collaboration as required to ensure internal or external business and end users/clients SLA demands are met.
Technical Solutions Cons ll for Samsung
Contributed core content and supply source materials and supplemental resources to help improve the front-line agents.. Handled small Sales for printer, parts and software licenses.
Tech Support Representative
Responded to service, product, technical, and customer-relations questions.. Proactively assisted internal or external businesses and end users to avoid or reduce problem occurrences.
Settlements for EFA settlements
Worked as a company to settle the debts, credits and billing management for customers.. Negotiated with banks for installment payments or reasonable down payments.
Quality Analyst
Performed 400 random evaluations per month, Evaluating Chats and Calls.. Executed and Led Internal and External Calibration Sessions.
Customer Service for Shutterfly
Provided guidance on how to create designs for products such as photo books, cards, home décor, calendars, etc.
Tech Support for PagePlus
Troubleshot Mobile Phone Issues, Setup and install the phones for customers.
Customer Service for Humana Health Insurance
Provided customer service for customers between 40 – 80 years old for health care insurance plans.