GERARDO VAZQUEZ ROBLES
Sr. Professional, Global Customer Support
Mexico City
Summary
I'm a professional engineer with vast experience in customer service, always being focused on helping with customers' needs, from my time as a waiter to my University internship as a development engineer selling new projects. I like to be a critical thinker and very analytical, looking through feedback and maintaining constant personal growth, using my technical knowledge to get the advantage in any negotiation or request made by a customer. Having experience with X4A and XVS has given me the chance to keep up with the knowledge I need for the role, knowing the process a customer needs to acquire subscriptions as well as knowing the main issues or concerns customers have regarding the vendor.
Overview
4
4
years of professional experience
Work History
Modern Support SAAS
Ingram Micro Cloud
01.2022 - 12.2023
- Serve as the primary point of contact for senior-level service delivery, managing critical customer accounts and developing solutions for escalated technical issues on the Xvantage Platform.
- Track, monitor, and report on support operations using Zendesk and Datadog to identify platform issues
- Coordinate with LATAM Region Operations Teams and corporate management to resolve customer needs, serving as the direct link between management and regional teams.
- Assign and manage technical requirements related to vendor product releases and platform updates.
- Mentor and provide constructive feedback to other agents, building an environment of open discussion, empathy, and continuous development.
- Take ownership of top-tier technical escalations on the Xvantage Platform to stabilize our most critical customer accounts, as well as guiding the customer through our platform processes and several products as well.
- Look through rough customer interactions, making sure we hear the customer's opinion on customer needs.
- Sr. Professional, Global Customer Support | January 2024 – Present
IT Intern
Ingram Micro
06.2021 - 12.2021
- Renewing and giving maintenance to all the branch sites including the ones in Mexico City. Reforming Parque to be suitable for Covid-free alignments.
Bilingual Customer Service Representative
AT&T
07.2019 - 12.2019
- Having a quick negotiation process with customers, guiding them through various options that could be a win/win condition, offering better payment options and retaining the customer.
- Resolved escalated customer inquiries related to credit and collections, successfully navigating difficult customer situations to maintain high satisfaction and retention rates.
- Stepped in on escalated credit and collection calls. I talked directly with deeply frustrated customers and managed to keep them from canceling their accounts.
- Tracked support tickets all the way from the first call to the final fix, handling cases fluidly in both English and Spanish.
Education
PGP - Artificial Intelligence and Machine Learning; Business Applications
The University of Texas at Austin
Austin, TX08.2023
Bachelor of Science - Mechatronics Engineering
Universidad del Valle de México
Mexico City, MX12.2018
Skills
- Escalation Management
- Strategic Planning
- Project Management
- Cross-functional Coordination
- Workload Analysis
- Performance Tracking
- Customer Success
- Cloud/SaaS Infrastructure Support
- CRM Workflows
- Troubleshooting Methodology
- Microsoft 900
- Azure 900
Timeline
Modern Support SAAS
Ingram Micro Cloud
01.2022 - 12.2023
IT Intern
Ingram Micro
06.2021 - 12.2021
Bilingual Customer Service Representative
AT&T
07.2019 - 12.2019
Bachelor of Science - Mechatronics Engineering
Universidad del Valle de México
PGP - Artificial Intelligence and Machine Learning; Business Applications
The University of Texas at Austin