Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic
Carlos Enrique Hernandez Ramos

Carlos Enrique Hernandez Ramos

Juarez

Summary

I have plenty of customer service experience. I would actually troubleshoot and solve issue's were there would be known network outage's. I also have outstanding experience in basic customer service with good tone of voice and quick to build a report with the customer and find a resolution for the caller, while aiming for excellent customer satisfaction. I've gathered experience as a Customer Service agent as well as technical support. I know how to deal with upset and difficult customer's as well. I never take anything personal and remain professional keeping my poster. I always try to go the extra mile for the customer, usually customer's will notice this detail leaving a good impact on the customer's service experience.

For roofing appointments, we must maintain a professional demeanor. We advise homeowners that we are in the area conducting free roof inspections for those who meet certain qualifications. If they qualify, we can stop by and perform a comprehensive inspection of their roof. Should we find any damage, we will present them with their options and may assist them in filing a claim, with their approval.

Overview

11
11
years of professional experience

Work History

Roof Appointment Setter

Carlos
09.2020 - Current

Roof Inspection Appointment Setter

Job Summary:
As a Roof Inspection Appointment Setter, my primary responsibility is to contact homeowners by phone and offer them a free roof inspection. This service is designed to help homeowners understand the current condition of their roof. We focus on homes with roofs that are at least five years old, as these are more likely to have wear, damage, or potential issues that may be covered by insurance.

Key Responsibilities:

Call homeowners in designated areas where our roofing team is currently working.

Offer and schedule free roof inspections, emphasizing the no-cost, no-obligation nature of the service.

Pre-qualify leads by confirming the roof is five years or older or affected by recent storms.

Clearly explain the purpose of the inspection – to assess the condition of the roof and inform the homeowner.

If any storm damage or wear is found during the inspection, our team assists the homeowner in filing a claim with their home insurance, when applicable.

Build trust with homeowners by being friendly, informative, and professional.

Maintain records of all calls, appointments set, and homeowner information.


Objective:
To connect homeowners with a valuable service that helps them stay informed about the condition of their home’s roof, while also identifying opportunities for insurance-supported repairs if damage is found.

Technical Support Department Agent

InfoLink
08.2020 - Current
  • My position for InfoLink working with August Home Smart Lock's as an agent in the Technical Support Department. My task for to handle inbound/outbound calls and emails. My Job was to trouble shoot Smart Locks and answer any questions or doubts caller may have. My job was to find a resolution for the caller. I enjoy troubleshooting and working with people but unfortunately we have been told that project will be closing soon. I have heard a lot of great things about your company. I am doing what I can to secure my future in hopes for an opportunity with your company.

CSR (Customer Service Representative)

Datamark
10.2017 - 02.2020
  • I began working with Datamark as a Customer Service Agent for Language Line Solutions by transferring client's to they're requested interpreter. First I would take the client's general information including the Language line service code if needed. I would use active listening skill's at all time because a lot of the client's had strong accent's some really hard to understand. These active listening skill's came in handy because they help me avoid having the client repeat themselves. I am very patient with the client if they do not have they're correct information. We had to manage an average handle time. Client's had a 2 minute hold before i would advance the client to call back with the correct information in a kindly manner. If information is complete I would then transfer the client to they're requested interpreter. After a few months I started interpreting for Level 3 myself. I would interpret for Insurance company's, school meetings, Pharmacist, and 911 calls as well. I would remain actively listening to client or limited English speaker to avoid repetition's and at the same time making sure I am not missing any information in order to provide complete rendition's. I would have to always remain bias and take note of key word's as quickly as client would demand by the paste of they're spoken rendition's. It took me some time to learn the key icon's and key word's to make long statement's into short code's. That help's me remember the complete rendition and make sure I would get the correct message across. I did not have an average handle time as an interpreter. It was actually the opposite we would have to actually try and remain on a call as long as possible because language line charged client's by the minute. It would be frustrating at time's when the limited English speaker had a strong accent and upset from having to repeat himself a lot. It would be my job to make sure I get the correct message across as some information may be very sensitive and important. Interpreting required a lot of patience, active listening skill's, and multitasking. I had to listen, take note, while providing the actual rendition. I would deal with a lot of professional's so I had to stay focus and do my best to keep up with the expectation's.

BOOST MOBILE CUSTOMER AGENT

XEROX
02.2014 - 10.2017
  • I started as a customer service agent with Boost Mobile in the activation's department. My task was to activate Boost Mobile account's and device's. I had to deal with several obstacles while trying to reach my goal's, which were to provide excellent customer service and resolve any issue's the customer may be inquiring about. I quickly learned how to activate phone's to the point were I would automatically get a bonus every week for meeting my average handle time per call. I would also deal with a lot of sensitive information including debit/credit card, DOB's, and addresses'. Some customer's do not want to provide they're credit/debit card information. In those cases I would provide the customer with different alternative recharge options for example, online payments, dial 233 for automotive system, and cash payments in any nearby retail store. I would answer any general question the customer might have and right away determine if it is going to be a call that will be handled by myself or another department . This save's customer's and myself a lot of time. I would always provide customer's with information on customer self care tools and greet them with a good opening and close with a nice gesture or just simply make sure the customer has a good customer experience at the end of the call. I do this by showing empathy, listening, and repeating they're issue to assure them I am listening. I was eventually selected for the technical support department were I gained a lot of experience with troubleshooting networks and devices. Technical Support was a challenge because the majority of the call's are upset customer's with device and network issue's. This is where my soft skill's and empathy really came in. I would Alway's let the customer know I am listening attentively because not only does it assure the customer I will do my best but it also help's me diagnose the issue for a better resolution. I ask a few probing question's and i am able to mediately pin point the cause of the customer's issue. When I could not resolve the issue I would improvise and make up by offering customer's credit for loss of service and even a discount on a phone if determined customer is eligible. I was Alway's getting pulled out the phone to walk the floor and help other agent's with questions and supervisor calls before the company shut down.

Education

G.E.D -

North Dallas High School
11.2007

Certificate Of completion - undefined

Thomas Jefferson Middle School
05.2003

Certificate Of completion - undefined

Sam Houston Elementary
05.2001

Skills

  • A lot of positive energy
  • I am fast learner
  • I am patient
  • Fast on keyboard
  • Soft skill's
  • Very dedicated
  • Active listening
  • Multitasker
  • Self motivated
  • Persistent
  • Proactive

Languages

English — C1
Spanish — C1

References

Edith, Valladolith, (656) 861-6045

Timeline

Roof Appointment Setter

Carlos
09.2020 - Current

Technical Support Department Agent

InfoLink
08.2020 - Current

CSR (Customer Service Representative)

Datamark
10.2017 - 02.2020

BOOST MOBILE CUSTOMER AGENT

XEROX
02.2014 - 10.2017

Certificate Of completion - undefined

Thomas Jefferson Middle School

Certificate Of completion - undefined

Sam Houston Elementary

G.E.D -

North Dallas High School
Carlos Enrique Hernandez Ramos