Luis Fernando Padilla Ramírez
NOC Engineer
Hermosillo, Sonora
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Delivering the best customer experience by solving customer issues since the first interaction and follow up if needed. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Network Operation Center Engineer
Intugo
3 2022 - Current
- Provide assistance and customer service for telephone carriers, managing SQL queries to find and correct data to resolve customer issues, set up and support VOIP and SIP systems, develop step by step guidelines as future reference, receive calls from customer to provide support, also monitor the trouble ticket platform and email to make sure every issue is attended ASAP.
- Contributed to the development of standard operating procedures, enhancing the overall effectiveness of the Network Operations Center team.
Sales representative
SSG
10.2021 - 03.2022
- Receive inbound calls in regards for customers and assist them to place a hotel reservation
Sales supervisor
Results CX
01.2020 - 10.2021
- Manage a team of up to 14 people to help the with their payroll, also deliver feedback to improve their sales skills, support the team with technical support whenever they had issues trying to connect to the VPN or any other tool such as the softphone and renew their credentials when needed, also deliver an EOD report with a summary of activities and weekly meetings to track the agents behaviors and follow up for outliers in order to improve the KPIs with a continuous improvement management system.
Sales representative
Results CX
10.2017 - 01.2020
- Receive inbound calls for people that where looking to get enrolled with electricity service in the state of Texas and help them to get the best valuable plan
Customer service representative
Teleperformance
01.2014 - 09.2017
- Receive inbound calls for technical support on internet and phone services, and assist customers with basic troubleshoot for their services that was provided trough coaxial cable connection, also perform third party verification for contracts to assure the customer was fully aware of the terms and conditions of the services.
Customer service supervisor
Teleperformance
05.2016 - 09.2016
- Manage a team from up to 17 people by handling the payroll, deliver feedback and follow up in order to help them to improve and also have weekly meetings to track the main KPIs
Quality assurance agent
Teleperformance
01.2016 - 05.2016
- Monitor and listen to agents call up to 80 a week and score the calls in order to assist them in their areas of opportunity also deliver feedback twice a month to help them improve and follow up, also having meetings and calibration with the client to make sure the scores and the quality agents where on the same page.
Education
Major - Industrial Engineering
Universidad De Sonora
Hermosillo, Sonora, Mexico 05.2001 -
Skills
- Network Troubleshooting
- Problem Resolution
- Customer Service
- Problem-Solving
- Multitasking
- Task Prioritization
Maritalstatus
Single
Professionalinterest
I´m currently interested in a position where I will be able develop my professional skills such as for leadership and technology.
Skillsummary
Team work, experience in handling groups up to 17 people, capable to lead team meeting, and experience with continuous improvement systems, Microsoft office, and SQL queries.
Academicpreparation
Bachelor degree in Industrial and systems engineer, Universidad de Sonora, 2013, 2018
Placeofbirth
Agua Prieta Son. Mex.
Personal Information
Date of Birth: 12/05/1994
Timeline
Sales representative
SSG
10.2021 - 03.2022
Sales supervisor
Results CX
01.2020 - 10.2021
Sales representative
Results CX
10.2017 - 01.2020
Customer service supervisor
Teleperformance
05.2016 - 09.2016
Quality assurance agent
Teleperformance
01.2016 - 05.2016
Customer service representative
Teleperformance
01.2014 - 09.2017
Major - Industrial Engineering
Universidad De Sonora
05.2001 -
Network Operation Center Engineer
Intugo
3 2022 - Current
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