Juan Herrera
Sr. Account Executive at Phone.com- Claim this Profile
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Spanish -
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English Native or bilingual proficiency
Topline Score
Bio
Jeremy Watkin
I can't think of a more flexible and adaptable human being than Juan. There were many times where our team wouldn't run nearly as well without his constant willingness to step up to the plate. His calm, cool demeanor and ability to use creativity in his work make him exceptional when working with customers of all skill levels. He's also just an all around great guy and I thoroughly enjoyed working with him!
Christopher Youso
I've worked with Juan Herrera for the past two years at Phone.com. During this time Juan and I have work together on many projects. He has proven to be extremely adaptable and technically sound. Juan is a hard worker and completes any task or project quickly and efficiently. Juan is the first person I go to for technical help with our VoIP system. Juan usually has the answer and when he doesn’t he will get back to me with the information I needed. Juan’s leadership and dedication are top of the line. Thank you, Juan.
Jeremy Watkin
I can't think of a more flexible and adaptable human being than Juan. There were many times where our team wouldn't run nearly as well without his constant willingness to step up to the plate. His calm, cool demeanor and ability to use creativity in his work make him exceptional when working with customers of all skill levels. He's also just an all around great guy and I thoroughly enjoyed working with him!
Christopher Youso
I've worked with Juan Herrera for the past two years at Phone.com. During this time Juan and I have work together on many projects. He has proven to be extremely adaptable and technically sound. Juan is a hard worker and completes any task or project quickly and efficiently. Juan is the first person I go to for technical help with our VoIP system. Juan usually has the answer and when he doesn’t he will get back to me with the information I needed. Juan’s leadership and dedication are top of the line. Thank you, Juan.
Jeremy Watkin
I can't think of a more flexible and adaptable human being than Juan. There were many times where our team wouldn't run nearly as well without his constant willingness to step up to the plate. His calm, cool demeanor and ability to use creativity in his work make him exceptional when working with customers of all skill levels. He's also just an all around great guy and I thoroughly enjoyed working with him!
Christopher Youso
I've worked with Juan Herrera for the past two years at Phone.com. During this time Juan and I have work together on many projects. He has proven to be extremely adaptable and technically sound. Juan is a hard worker and completes any task or project quickly and efficiently. Juan is the first person I go to for technical help with our VoIP system. Juan usually has the answer and when he doesn’t he will get back to me with the information I needed. Juan’s leadership and dedication are top of the line. Thank you, Juan.
Jeremy Watkin
I can't think of a more flexible and adaptable human being than Juan. There were many times where our team wouldn't run nearly as well without his constant willingness to step up to the plate. His calm, cool demeanor and ability to use creativity in his work make him exceptional when working with customers of all skill levels. He's also just an all around great guy and I thoroughly enjoyed working with him!
Christopher Youso
I've worked with Juan Herrera for the past two years at Phone.com. During this time Juan and I have work together on many projects. He has proven to be extremely adaptable and technically sound. Juan is a hard worker and completes any task or project quickly and efficiently. Juan is the first person I go to for technical help with our VoIP system. Juan usually has the answer and when he doesn’t he will get back to me with the information I needed. Juan’s leadership and dedication are top of the line. Thank you, Juan.
Credentials
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Network +
CompTIASep, 2018- Nov, 2024
Experience
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Phone.com
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Sr. Account Executive
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Sep 2020 - Present
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Sales Manager
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Oct 2018 - Present
> Lead a team of 6 agents (2 remote) > Monthly goals of 100k > Run weekly and daily reports on agent occupancy > Analyze Five9 reports to identify areas of improvement > Weekend on-call coverage Other Skills: > Salesforce CRM > Five9 (Super Admin)
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Tier2 Technical Support Manager
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Jul 2016 - Present
- Experience/Expert with Cisco, Yealink, Polycom, Grandstream and Panasonic IP phones. - Experience/Expert with Cisco and Grandstream ATA devices - Experience with Obi ATA devices - Experience/Expert with X-Lite, Bria, Zoiper, Jitsi - Experience/Expert troubleshooting VoiP issues Other Skills: - Five9 Admin (Super User) - JIRA and Confluence Admin - Sequel Pro - Salesforce CRM - Wireshark - VoIP Monitor
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Tier2 Technical Support Supervisor
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Aug 2015 - Jul 2016
- Lead a team of 5 Tier2 agents - Assist customer with network related issues such as configuring routers and firewalls. - Handle customers in order to accommodate their technical needs. - Analyze CDR logs & escalate issues to vendors
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Tier2 Customer Support Lead
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Oct 2014 - Aug 2015
- Assist Tier1 agents with escalated calls - Make recommendations to customers on how to properly configure their network - Work on assigned Tier2 tickets - Be on ready status to assist with our Technical Support queue and as overflow for our Support Queue. - Tier2 agents are considered On-Floor supervisors when management is not available. - Responsible for creating write-ups & procedures which will assist our Tier1 team when troubleshooting. - Diagnose and… Show more - Assist Tier1 agents with escalated calls - Make recommendations to customers on how to properly configure their network - Work on assigned Tier2 tickets - Be on ready status to assist with our Technical Support queue and as overflow for our Support Queue. - Tier2 agents are considered On-Floor supervisors when management is not available. - Responsible for creating write-ups & procedures which will assist our Tier1 team when troubleshooting. - Diagnose and troubleshoot network related issues which can be affecting voice quality, provisioning or registration. - Process database updates via stored procedures - Assist customers configuring VoiP devices, Softphone and mobile application. - Identify and escalate issues to different vendors - Communicate with Tier3 and escalate issues if necessary.
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Customer Service Representative
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Dec 2009 - Oct 2014
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TierraNet
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United States
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Technology, Information and Internet
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Customer Service Representative
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Dec 2007 - Feb 2009
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Sprint
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United States
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Telecommunications
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700 & Above Employee
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Customer Service Representative
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Feb 2004 - 2006
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Education
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2008 - 2010
ITT Technical Institute-San Diego
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2003 - 2006
ITT Technical Institute-San Diego
Information Technology
Community
