MICHEL IGNACIO NAVA GARCIA
Tijuana, Baja California
Summary
Self-motivated technician brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE AGENT
CONFIE CALL CENTER
07.2015 - 10.2016
- Performed general office duties
- Provided telephone support
- Scheduled client appointments and maintained up-to-date confidential client files.
CUSTOMER SERVICE AGENT
BAJA CALL CENTER SERVICES
11.2016 - 10.2017
- Performed general office duties
- Provided telephone support
- Managed the internal and external mail functions.
CUSTOMER SERVICE AGENT AND SPECIALIST
SINGLE DIGITS
10.2017 - 03.2019
- Maintain composure and patience in face of difficult customer situations
- Work with guests having internet connectivity issues
- Provide thorough support and problem resolutions for guests.
NOC MONITORING TECHNICIAN
SINGLE DIGITS
03.2019 - 01.2020
- Ensure a knowledgeable, consistent, and positive experience for our customers.
- Proactively monitor network devices and respond to all alarms in a timely manner.
- Identify and troubleshoot Network issues ranging in complexity from down wireless access points, to network abuse, and device configuration issues.
- Ensure that the monitoring board remains clear of any and all actionable items, facilitating the movement of priority items.
BREAK/FIX COORDINATOR
SINGLE DIGITS
01.2020 - Current
- Post and follow up on Work Market orders to identify and select external technicians to support residents and OSRs.
- Maintain proactive communication with properties to ensure the goal is met.
- Appointments setting according to the needs of residents.
- Following up with OSRs in a daily basis, keeping track mainly by phone calls, closing projects, check emails, and review tickets.
Education
LANGUAGE FACULTY -
AUTONOMOUS UNIVERSITY OF BAJA CALIFORNIA
10.2016
COMPUTER TECHNICIAN -
CBTIS 116
07.2011
Skills
Helping others by meeting their needs, understanding their concerns, and adding value to their world
Teamwork is key to success for a leader, reaching this I will reduce the number of communications problems I will experience moving forward
Referring difficult issues to upper management while maintaining positive rapport with guest
Microsoft Word, Excel, PowerPoint, Outlook 365, Microsoft Windows 7 through 10, Salesforce, Field Service, BAP
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
BREAK/FIX COORDINATOR
SINGLE DIGITS
01.2020 - Current
NOC MONITORING TECHNICIAN
SINGLE DIGITS
03.2019 - 01.2020
CUSTOMER SERVICE AGENT AND SPECIALIST
SINGLE DIGITS
10.2017 - 03.2019
CUSTOMER SERVICE AGENT
BAJA CALL CENTER SERVICES
11.2016 - 10.2017
CUSTOMER SERVICE AGENT
CONFIE CALL CENTER
07.2015 - 10.2016
LANGUAGE FACULTY -
AUTONOMOUS UNIVERSITY OF BAJA CALIFORNIA
COMPUTER TECHNICIAN -
CBTIS 116
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