Mario Eduardo Hernández Tejeda

My roles were:

• Assist by taking incoming and outbound calls. The account/campaign I was a part of was Firstkey Homes, for people and families looking to rent a property in different places in the U.S. Assisted by providing support over the phone according to their needs.
• Assisted processing over-the-phone payments for residents/customers.
• Handled residents/customers concerns by creating and assigning tickets to property managers assigned or request (via ticket) to remove/adjust balance or charges.

• Supported diverse range of users across multiple locations by addressing software, hardware, and network issues effectively receiving over 40 calls per day.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
• Some of the tools I had the opportunity to use were: Global protect, Zscaler, Cisco Anyconnect, Mainframe, Genesys, Avaya One x Agent, Cisco connector, Cyberark, Jira, ServiceNow, Salesforce, Microsoft & Google services, etc.

• Supported diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
• Some of the tools I had the opportunity to use were: Zscaler, Avaya One x Agent, Cisco connector, Cyberark, ServiceNow, Salesforce, Microsoft & Google services, Active Directory, etc.

- Assisted taking Inbound calls processing over-the-phone payments for customers.

- General billing-related assistance

- Assisted customers with technical issues from Satellite TV receivers. Handled issues such as: connections/wiring, TV and receiver inputs and outputs, outdoor/RV and residential signal issues.

- Sales: Provided offers for General TV pack upgrades, premium TV channel services, protection plans, technician visits, etc.

• Assisted taking Inbound calls processing over-the-phone payments for customers.
• General billing-related assistance
• Assisted customers with technical issues from Satellite TV receivers. Handled issues such as: connections/wiring, TV and receiver inputs and outputs as well as general residential signal issues.

• Assisted taking Inbound calls processing over-the-phone payments for customers.
• General billing-related assistance
• Sales: Provided offers for General TV channels pack upgrades, premium TV channel services, protection plans, etc.

• Assisted taking Inbound calls for T-Mobile Technical Support line of business and receiving over 60 calls per day.
• Assisted customers with technical issues from different devices and OS such as Apple, Android, Windows and Blackberry.
• Troubleshooting phones with different issues like: black screens, freezing and unfreezing, physical damage, rebooting constantly or no power, no audio detected, partial reset, wiping cache partition, master reset, etc.