Erik Emmanuel Alvarado Perez
Technical Support
Tlajomulco De Zuniga
Summary
Dynamic Technical Support Expert with a proven track record at AT&T, enhancing customer satisfaction through effective troubleshooting and complaint resolution. Skilled in remote support and network configuration, I streamlined processes and reduced call-back rates, ensuring prompt and accurate solutions to complex technical issues while fostering strong client relationships.
Overview
15
15
years of professional experience
Work History
Technical Support Expert
AT&T
Guadalajara, Jalisco, Mexico
10.2023 - 10.2025
- Streamlined internal processes through the development of troubleshooting guides and FAQs for common problems.
- Developed rapport with clients by addressing their needs professionally while adhering to company guidelines.
- Reduced call-back rates by providing clear instructions and comprehensive resolutions to customers'' issues.
- Enhanced customer satisfaction with prompt and accurate solutions to their technical concerns.
Quality Assurance Specialist
Herbalife
Guadalajara, Jalisco, Mexico
05.2015 - 10.2023
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or member complaints.
Technical Support Representative T Mobile
TTEC
Guadalajara, Jalisco, Mexico
03.2011 - 2013
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
High School Diploma -
Universidad De Guadalajara
Preparatoria 2 05.2001 -
Skills
Remote support
Network configuration
Application support
Mobile device management
Customer service
Complaint resolution
Technical troubleshooting
Timeline
Technical Support Expert
AT&T
10.2023 - 10.2025
Quality Assurance Specialist
Herbalife
05.2015 - 10.2023
Technical Support Representative T Mobile
TTEC
03.2011 - 2013
High School Diploma -
Universidad De Guadalajara
05.2001 -