Hi, I’m
Cynthia Yesenia Jimenez Rosas
Monterrey, Nuevo León,NLE
Summary
Experienced and customer-focused Service Desk Associate with a proven track record of 4 years in delivering technical support and assistance to end-users. Utilizing extensive knowledge and skills to make valuable contributions and ensure the seamless operation of IT services. Committed to providing exceptional customer service and resolving technical issues promptly, dedicated to enhancing user satisfaction and optimizing overall system performance.
Overview
5
years of professional experience
Work History
Hexaware Technologies Inc
Workplace engineering associate
10.2023 - 10.2024
Job overview
- I am responsible for managing all updates and implementations of new systems and technologies within our project
- I work closely with the projects superiors to create clear and concise guidelines for updating the system, and I provide training to employees to ensure they were familiar with the new features and functionality
- Additionally, I maintain up-to-date documentation and records of all changes made to the system, and I provide regular tickets as an L3 associate with any escalate or resolved as a FCR when received
- Also as a L3 provided assistance to any question or concern from any other employee on the channels of escalation, assistance, or direct contact towards me
- Created new analytical tools to assess ongoing process controls and expose weaknesses for remediation.
- Led full project lifecycle efforts, providing leadership from design phase, through quality assurance testing and to final production.
- Developed action plans to aid in meeting defined objectives and streamlining existing processes.
- Mentored interns, aiding in onboarding process and instructing new personnel on applicable guidelines and techniques.
- Completed projects by effectively applying engineering, technical, and maintenance procedures.
- Performed work according to project schedules and high quality standards.
- Completed engineering projects and tasks within established timelines and budgets.
- Provided technical support for engineering projects to support accuracy and deadline management.
The CallGurus
Transfer agent
05.2023 - 09.2023
Job overview
- I would transfer qualified customers to the department that were willing to get the assistance we were providing
- I would process all associated paperwork, and keeping accurate records of each transaction
- I worked closely with both the sending and receiving a smooth transfer process
- Prepared contracts and related documentation according to strict standards.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Networked to identify potential new clients and expand geographic territories.
Atos
Help desk associate
09.2021 - 02.2023
Job overview
- I provided a variety of services including technical support, customer service, and training
- I successfully assisted customers with troubleshooting technical issues, resolved customer complaints and inquiries, and assisted new hires in the onboarding process with shadowing, mentoring and supervising while on nesting
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Sutherland
Customer service
05.2021 - 09.2021
Job overview
- I was responsible for creating and updating tickets for each customer interaction
- This included recording details of each call, including the customer's issue, the actions taken to resolve it, and any follow-up needed
- I also used these tickets to track recurring issues, identify trends
- Developed working relationships with internal and external customers while assisting with account management duties.
- Described product and service details to customers to provide information on benefits and advantages.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
AND Agency
Help desk agent
11.2020 - 05.2021
Job overview
- I provided technical assistance to customers on various technical issues, including software troubleshooting and hardware configuration
- In addition, I assisted in training new hires by providing one-on-one instruction, and conducting group trainings on various product features
- I also made sure to have met any SLA OR ETA given to me to handle
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed high levels of call flow and responded to technical support needs.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided basic end-user troubleshooting and desktop support.
- Used ticketing systems to manage and process support actions and requests.
Empire Communication
Sales/Customer service
06.2019 - 05.2020
Job overview
- I was working directly with customers to help them find solutions for their needs, handling customer inquiries and complaints, and providing excellent customer service to enhance customer loyalty and retention
- Maintained high customer satisfaction standards to meet or exceed targets.
- Confirmed excellent customer service by quickly resolving customer concerns.
- Monitored and maintained organized work space, confirming efficient operations.
- Responded to customer requests efficiently and with knowledgeable assistance.
- Developed strong communication and organizational skills through working on group projects.
Education
J.L Patton Academic CenterDallas, Texas
High School Diploma
05.2012
Skills
- Proficiency in operating systems
- Knowledge of hardware components
- Familiarity with networking concepts
- Experience with troubleshooting software issues
- Ability to use remote desktop tools for support and troubleshooting
- Proficient in using help desk ticketing systems to log and track user requests
- Basic understanding of Active Directory and user account management
- Knowledge of Microsoft Office Suite
- Familiarity with mobile devices
- Training and mentoring
- Attention to detail
- Conflict resolution
- Leadership skills
- Communication skills
- Problem-solving skills
- Time management
- Teamwork
- Adaptability
- Structural analysis
- Work instructions
- Manufacturing systems integration
- Excellent communication techniques
- Engineering operational functions
- Troubleshooting
- Technical specifications
- Strong leader
- Maintenance and repairs
- Decisive
- Account updating
- Hospitality and accommodation
- Complaint resolution
- Positive and professional
- Tracking complaints
- Member account management
- Merchandise upselling
- Support case resolution
- Call center experience
- Customer consulting
- Research
- Skype
- Multi-line telephone operations
- Microsoft Excel
- Office equipment proficiency
- Senior leadership support
- Opening and closing accounts
- High-energy attitude
- Follow-up skills
- Typing proficiency
- Grammar
- Proofreading
- Product and service solutions
- Prioritization
- Call center procedures
- Microsoft PowerPoint
- Professional telephone demeanor
- Spreadsheets
- Documentation
- Staff education and training
- Service standard compliance
- System implementation
- Live chat support
- Call triaging
- Training development aptitude
- Calendaring
Timeline
Workplace engineering associate
Hexaware Technologies Inc
10.2023 - 10.2024
Transfer agent
The CallGurus
05.2023 - 09.2023
Help desk associate
Atos
09.2021 - 02.2023
Customer service
Sutherland
05.2021 - 09.2021
Help desk agent
AND Agency
11.2020 - 05.2021
Sales/Customer service
Empire Communication
06.2019 - 05.2020
J.L Patton Academic Center
High School Diploma
Personal Information
- Date of Birth: 04/10/88
- Nationality: Mexico
- Marital Status: Common law
- Religion: Christian
References
Request On Demand
Personal Information
- Date of Birth: 04/10/88
- Nationality: Mexico
- Marital Status: Common law
- Religion: Christian
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