Martin Orlando Diaz Pozos
Customer Service Representative At TTEC MX
Chimalhuacan, Mex.
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented Technical Support Representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Technical Support Representative
TTEC Mexico
México City
2022.10 - Current
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Responded promptly to emergency after-hours support calls, ensuring minimal downtime for customers experiencing critical issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
General Assistant
Coca Cola FEMSA
Mexico City
2020.01 - 2022.09
- Supported customer service efforts when needed addressing concerns or requests professionally.
- Assisted in preparing reports that provided valuable insights into operational performance or areas requiring improvement.
- Increased efficiency by streamlining office processes and implementing new organizational systems.
- Supported daily operations, ensuring smooth workflow and increasing overall productivity.
Education
Bachelor's Degree - History
Universidad Obrera De México "Vicente Lombardo Tol
Mexico City 2019.06 - 2022.03
Skills
User Support
Hardware diagnostics
Systems Analysis
Service support
Customer Service
Technical Support
Information Protection
Videoconferencing
User credential management
Timeline
Technical Support Representative
TTEC Mexico
2022.10 - Current
General Assistant
Coca Cola FEMSA
2020.01 - 2022.09
Bachelor's Degree - History
Universidad Obrera De México "Vicente Lombardo Tol
2019.06 - 2022.03