Experience

California Technical Experts Inc.

• United States
• Computer Networking Products
• 1 - 100 Employee

• Information Technology Support Technician

  • Nov 2021 - Present

  • Communicated with Clients and Authorized Users to resolve any issue with related Service Ticket Requests. • Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute work order. • Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment. • Hands on experience with troubleshooting Windows Operating system for Desktop, Laptops for new installations. • Ability to use remote desktop connectivity software applications for seamless resolution. • Advanced troubleshooting skills with hard drive encryption software/VPN. • Advanced level skills in the Microsoft Office Suite. • Use trouble ticketing system to accept assignments, document work events and complete requests on time. • Treat every client like a VIP to strengthen the relationship. Show less



Honda Motor Co., Ltd.

• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Service Advisor

  • Mar 2020 - Nov 2021

  Responsible for ensuring an extraordinary customer experience by facilitating the coordination of customers being welcomed in, prioritizing transactions and advising of wait times. Created a mutually understanding with clients on repair order process and diagnostics with consultative sales skills. Provided a worry-free repair experience by constant follow-up calls to update on repair process status. Mechanical Training through Honda University with 100% completion of self studies training courses. Hands on mechanical experience with team of 2 technicians performing sold repair hours as Service Advisor. Maintained audit-ready status on all warranty performed repairs and all RO documents at all times. Function as a customer experience advocate when requesting for goodwill offer from Honda. Assist with sales when needed Work in a team environment to meet and exceed assigned goals and quota. Maintain time sensitive records daily, weekly, and monthly with a high degree of detail and accuracy. Act as a liaison between agents, vendors, customers. Greet and interact with clients to build repair orders or appointments. Advise customers of vehicle repairs and educate customers on mechanical concerns Work directly with technicians to gather data on mechanical repairs and create action plan for diagnostics. Show less



CarMax

• Honduras
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Service Advisor

  • Aug 2018 - Mar 2020

  Meet and greet all service customers in a friendly manner conveying exceptional customer service skills and empathy throughout the entire customer interaction. Accurately interview and document customer concerns. Establish specific call time with each customer to update them on the status of their vehicle and consistently meet those call time commitments Create repair orders, and route work to technicians or mechanical associates Obtain accurate estimates and approvals for Extended Service Policy (ESP) claims Clearly explain and communicate all repair recommendations and service maintenance performed to ensure customer understanding. Balanced a busy workload and properly dispatch work to the appropriate technician and maintained direct contact at all times during repair process with Technician and customer. Addressed all customer concerns in a timely manor. Read, interpret and transcribe data in order to maintain accurate records from customer and technicians daily. Adhere to all CarMax Code of Business Conduct, Attendance, Asset Protection, Integrity and Professional Appearance policies. Show less



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Retail Operations Support

  • Mar 2014 - Aug 2018

  Assists customers with escalations regarding purchases of Company products and services, features, accessories and bill payments. Answers inbound calls and assists sales representatives. Processes paperwork and performs other duties as assigned by management. May sell all products and services offered by the Company. Responsible for ordering, shipping, receiving, organizing, and merchandising inventory. Perform monthly inventory audits and reconcile discrepancies.

• Team Lead

  • Mar 2010 - Mar 2014

  Managed a sales team of 15 Telesales agents in a Call Center environment for AT&T. Provided leadership assistance to sales team by implementing policy and procedures and call handling protocols to increase sales service metrics. Created action plans to drive sales targets with development sessions with sales agents. Performed quality analytics on recorded calls and coached sales agents on call handling policies.

• Retail Sales Consultant

  • Jul 2008 - Mar 2010