MANUEL RAFAEL KEITH HURTADO
Resumen profesional
Motivated agent and Lead with a solid experience in customer service in different areas and levels (Tier 1 / Tier 2 / VoIP Services / Project Manager) Experience in solving problems and managing the daily functions of an office and operations / task with the team or other coworkers. I'm always looking to improve myself in the company.
Datos destacados
13
13
years of professional experience
Experiencia
VoIP Lead and Project Manager Lead
ROI - TPx
Hermosillo, Sonora
2018.11 - 2026.05
- Experienced in answering calls and interacting with customers to offer solutions to their problems with the tools provided by the company.
- Experienced in helping other agents during situations or problems, explaining the possible reasons for the client's situation, and providing solutions.
- Interacted and helped the new agents during their training so they could understand the system and how to use the tools and information provided by the company.
- Coordinate and micromanage Agents' projects and schedules. (Daily reports)
- Coordinate and management customers installations with all the company agents/departments required and the customer's availability time.
Customer Service Tier 2 Agent / Noc
Versatel
Hermosillo, Sonora
2018.01 - 2018.10
- Customer service with problems related to the interface or service offered by the company.
- Server monitoring.
- T2 agent, resolving after-hours urgent customers' requests or escalated situations. (Issues with phone configurations, changes required, etc)
Tier 2 Agent / Noc
Cyber Control
2013.01 - 2017.12
- Document analysis of the department for the correct distribution and archiving.
- Participation in new projects, such as the implementation of a chat for the client's web pages.
- Computer and equipment maintenance. (From external, internal cleaning and formatting of the equipment).
- Complete maintenance of web pages: Redesigned websites to improve navigation and visual appeal.
- Customer service, technical support with problems either using the interface or issues with the product/service offered by the company.
Formación
Ingeniero en Systemas
Universidad de Sonora (UNISON)
Hermosillo, SONEnfatiza tus habilidades clave
- Good personality
- Organizational Skills
- Time management
- Ability to learn new systems
- Planning
- Team work
Cronología
VoIP Lead and Project Manager Lead
ROI - TPx
2018.11 - 2026.05
Customer Service Tier 2 Agent / Noc
Versatel
2018.01 - 2018.10
Tier 2 Agent / Noc
Cyber Control
2013.01 - 2017.12
Ingeniero en Systemas
Universidad de Sonora (UNISON)