Heber Ernesto Quiroz Lizarraga
Customer Tech Support III
Miguel Hidalgo, Mexico City
Summary
Developed strong client management and problem-solving skills in fast-paced environment. Skilled in effective communication and strategic planning, looking to transition into new field. Seeking to leverage transferrable skills to drive success and growth in new role.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Representative & Tech Support Specialist
Rackspace
Miguel Hidalgo
04.2022 - Current
- Bring support and solutions for E-mail hosting customers in platforms such as IMAP, Hosted Exchange & O365
- O365 specialist: bring support to O365 users with E-mail hosting issues, and issues with apps in the O365 suite
- Manage and edit DNS records for domain
- Domain transfers
- Troubleshoot for outlook issues
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Agent (Tech Support)
TKM Customer Solutions
Benito Juarez
01.2020 - 01.2022
- Handles two customers at the same time
- Advanced tech support for old telephone service and DSL lines, for example: check the status of the equipment, guide the customer to connect all the cables correctly, guide customers to test the equipment and create trouble ticket in case it is needed
- Advanced tech support for DSL modems, for example: check DNS servers configuration, check modem's credentials, help customers to set the modem on bridge mode
- Tech support on e-mail client issues, such as password recovery, assistance with e-mail client's servers and third party e-mails
Phone Agent (Road Assistance)
Inburnet S.A. de C.V.
Cuauhtemoc
01.2018 - 01.2019
- Roadside assistance for Telcel customers & Inbursa Insurance customers, for example: Follow up to crane requests & contact providers to bring updates to the customers
- Supported colleagues during high call volume periods, demonstrating strong teamwork skills, and contributing to a positive working environment.
- Proactively identified potential issues affecting customer experience by closely monitoring common patterns among incoming calls.
Education
Philosophy -
Universidad Nacional Autónoma De México
Ciudad De México 01.2014 - Current
Skills
Multi-tasking
- Clear communication
- Assertive
Basic programming
Social
Knowledge In OS Windows
Knowledge in Mac OSX
Personal Information
- Date of Birth: 12/23/94
- Gender: Male
- Nationality: Mexican
Personal Skills
English, Very efficient with multi-tasking work, Clear communication, Assertive & social, Very good to handle pressure, MS office programs, Fast and exact typing, Knowledge in OS Windows and Mac OSX, Basic programming and designing skills
Timeline
Customer Service Representative & Tech Support Specialist
Rackspace
04.2022 - Current
Agent (Tech Support)
TKM Customer Solutions
01.2020 - 01.2022
Phone Agent (Road Assistance)
Inburnet S.A. de C.V.
01.2018 - 01.2019
Philosophy -
Universidad Nacional Autónoma De México
01.2014 - Current
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