Juan Ramon Tadeo Velazquez

• At Apex Systems, I supported a video game that has over 174 million players worldwide.
• I supported players; troubleshooting multi-platform technical issues through Zendesk ticketing system. I always maintained consistent top performance in team metrics, including Quality, Average Handled Time and Customer satisfaction.
• Maintained a high level of product knowledge to provide accurate information and support to customers.
• Because of my product knowledge and my expertise, I was trusted by leadership to coach teammates and conduct training sessions to improve team clarity. I led team meetings to address unclear processes and recommended actionable improvements.
• I was regularly shadowed by peers for skill development and performance modeling, and I contributed innovative process improvement ideas, many of which were implemented by supervisors.
• Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.

• Provided Tier 1 technical support for a hospital network in the United States.
• Assisted with account recovery and creation of new user accounts via Active Directory.
• Configured mobile devices to ensure secure access to company tools and resources.
• Delivered personalized user support through guided assistance and remote tools such as Remote PC and TeamViewer.
• Supported mobile devices, PCs, and laptops through phone calls and ServiceNow ticketing system.
• Ensured efficient resolution of technical issues while maintaining a high level of customer satisfaction.

Customer Care Representative:

• Provided first contact support fo a retail store based in the US.
• I helped with orderer entry, order shipment and track. ç
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Fraud Analyst:

• Later on, I became a fraud analyst, working with multiple tools and helping the company identify possible fraud on orders placed.

• Worked as a customer service and retentions representative for 6 months, this being my first bilingual job, where I gained confidence and experience in this area.