C
Isaac Zambrano
Mechatronics Engineer
Mexico City
Summary
Objective: Seeking a position where problem-solving abilities are highly valued.
Qualities:
- Disciplined
- Articulate
- Expertise in training facilitation, orientation, onboarding, talent acquisition, regulatory compliance, benefits administration, risk management, staff coaching, operational planning, diversity, and employee relations.
Experience:
- Meticulous administrative assistant with over 3 years of experience, excelling in prioritization, multitasking, and project objective completion.
- Proven ability to maintain accuracy amidst interruptions and competing demands.
Sales Expertise:
- Customer-focused, strategic-thinking salesperson with over 3 years of experience in relationship development, partnership cultivation, account retention, and profit channel expansion.
- Dedicated to success in Tech Support/Customer Service.
Sales Achievements:
- Track record of converting cold calls into profitable sales relationships.
Skillsets:
- Proficient in customer relationship management, supply and demand planning, time management, and program management.
- Adaptable and focused team player.
Personal Traits:
- Responsible
- Pragmatic
- Driven
- Personable
- Customer-focused
- Conscientious
- High-performing
IT Professional:
- Skilled and resourceful information technology professional with over 3 years of experience, demonstrating increased productivity and improved performance.
Customer Service Focus:
- Focused on delivering exceptional customer service.
Ambition and Versatility:
- Ambitious
- Versatile
- Dedicated
Overview
3
3
years of professional experience
1
1
Certification
3
3
Languages
Work History
Tech Support - Next Generation Service Desk (NGSD)
Computacenter
08.2023 - Current
- Global Technical Support: Provided technical support to Computacenter agents across international accounts, resolving issues through calls, chats, and emails.
- Effective Communication: Communicated technical concepts in a comprehensible manner to non-technical users, enhancing problem resolution efficiency.
- Empathy and Patience: Managed challenging situations calmly, displaying empathy and adapting to varying levels of technical knowledge among users.
- Active Listening and Customer Orientation: Actively listened to users, ensuring a comprehensive understanding of issues and ensuring customer satisfaction.
- Creative Problem Solving: Addressed problems creatively, finding effective solutions and demonstrating adaptability to new challenges.
- Teamwork and Time Management: Collaborated effectively with the team, shared knowledge, and efficiently managed time to resolve issues promptly.
- Proactivity and Resilience: Proactively anticipated problems and offered preventive solutions, maintaining a positive attitude even in challenging circumstances.
- Presentation and Technical Communication Skills: Demonstrated effective presentation skills by explaining procedures and technical solutions to users.
Tech Support - Allstate
Qualfon
12.2021 - 02.2023
- Double-checked the data's accuracy and integrity.
- Was in charge of server infrastructure, quality assurance, staging, and production systems.
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
- Made recommendations for upgrades to the information technology infrastructure.
- Solved Advisor Pro and Alliance issues, improved operations, and provided excellent customer service.
- Assist customers remotely by using screen sharing to fix banking errors, set up complicated tasks, and reconfigure browsers.
- Increased customer satisfaction by resolving tech issues.
Disputes Specialist - Chime Bank
Teleperformance Zentralia
05.2021 - 11.2021
- Was in charge of Chime files and records for clients, as well as following security procedures to prevent data breaches and misuse.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Kept accurate, current, and compliant financial records by monitoring and addressing variances.
- Interacted professionally with customers by phone, email, or in person to provide information and direct them to the appropriate staff members.
- Effectively managed costs and billing, as well as financial discrepancies, by using Zendesk software to organize account information.
Education
Bachelor of Science - Mechatronics Engineering
Facultad De Ingeniería - UNAM
Mexico City 05.2001 -
No Degree - Computer Engineering
Facultad De Ingeniería - UNAM
Mexico City 05.2001 -
High School Diploma -
ITESM CVA
Cuernavaca, Morelos 05.2001 -
Skills
Desktop Technical Support
Service desk oversight
Previous technical support experience
Technical application support
Accomplishments
Developed clear, concise, and comprehensible courses widely utilized by trainers across the company at global office locations.
Facilitated weekly meetings with the training staff, fostering a collaborative environment for brainstorming and addressing questions. This platform empowered peers to promptly and effectively resolve issues.
Successfully addressed product issues through consumer testing, ensuring a swift and effective resolution.
Affiliations
Capítulo Estudiantil del American Concrete Institute
Aero Design UNAM
Baja SAE UNAM Puma Off - Road Team
Additional Information
Avid reader of science books, history, novels and psychology. My favorite author is Jordan Peterson.
Software
Linux
C#
Certification
Certified Analytics Professional (CAP) by ITESM
Interests
Running
Reading
Pets (dogs)
Gym
Football (soccer)
Calisthenics
Hiking
Timeline
Tech Support - Next Generation Service Desk (NGSD)
Computacenter
08.2023 - Current
Tech Support - Allstate
Qualfon
12.2021 - 02.2023
Disputes Specialist - Chime Bank
Teleperformance Zentralia
05.2021 - 11.2021
Certified Analytics Professional (CAP) by ITESM
08-2015
Bachelor of Science - Mechatronics Engineering
Facultad De Ingeniería - UNAM
05.2001 -
No Degree - Computer Engineering
Facultad De Ingeniería - UNAM
05.2001 -
High School Diploma -
ITESM CVA
05.2001 -