Looking forward to continuing developing my skills and have personal and professional growth in Resideo
Ruben Juarez
Technical Support Assistant (Pro Line)
San Luis Potosí City
Summary
With a proven track record at Resideo, I outstand in remote technical support and high-pressure environments, demonstrated by multiple "Customer Hero of the Month" awards. My gained experience in active listening and soft skills enhances team performance and customer satisfaction, showcasing my ability to overcome challenges and be an active team member in technical support roles.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Technical Support Assistant (Pro Line)
Resideo
01.2023 - Current
- Provided assistance Installing, configuring, testing maintaining, operating, comfort system components and application software with hvac technicians and non technician customers.
- Assisted in simulated calls to filter options on new hire selections for our area.
- Assigned a couple of times in shadowing, helping new team members with soft skill and technical knowledge development.
- Assisted with installing products on assigned kiosks for our area.
- Assisted with a project to suggest helpful changes in our knowledge articles.
- Cx Hero of the month on April 2023 and October 2024.
- Being able to maintain satisfactory overall metric results over the years.
- Continue sharing one of my hobbies with co workers teaching boxing for our Resideo Wellness Health Festival.
Technical Support Assistant (Homeowner Line)
Resideo
08.2021 - 12.2023
- Maintained energy and enthusiasm in fast-paced environment.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- As a result of good performance I was assigned a few times to support our team with shadowing, helping teammates improve with soft skills and technical support.
- 2 times customer hero of the month, July 2022 & September 2022, 2nd place on the Monthly Operation scores December 2022.
- Multiple times in positive comments SLP top performers list, (March 2022 #6, April 2022 #1, May 2022 #3, June 2022 #2, July 2022 #1 & August 2022 #1).
- Shared one of my hobbies with co workers teaching boxing for our Resideo Wellness Health Festival.
EMT-Basic, Ambulance Dispatcher & Supervisor.
EMPHI ambulance service
10.2014 - 03.2021
- Handled private emergency and non-emergency, supervising response prioritization in order to effectively dispatch ambulance units while tracking data in real-time situations.
- Developed great soft skills on situations where explaining sensitive information with patients' family members was required.
- As an EMT worked as team leader taking important decisions during life or death situations.
- As a dispatcher managed teams of 8 people and 4 ambulance units
- Answered calls from an automatic routing system and took basic information from callers when no dispatchers where in shift.
- Gathered callers' information and documented details in the company's database.
- Followed decontamination and mandatory reporting procedures when dealing with infectious individuals.
- Learned new techniques to better serve patients' needs.
- Shared information about conditions and field treatments on patients' with reception medical facility staff.
- Communicated clearly and openly with dispatch to receive new orders and important updates about scenes.
- Evaluated suppliers to maintain cost controls and improve operations.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Established leadership and positive, effective communication among my staff, reducing miscommunications and missed deadlines.
- Introduced new methods, practices and systems to reduce shift change time.
Skills
- Remote Technical Support
Customer technical support
Soft skills
Active listening
Interests
Hobbies: Boxing & Video games
- Learned about discipline and hard work in the process of achieving my goal to become a professional boxer, I still go to the gym in my free time for stress relief, keeping myself healthy and assist in training the youngsters in our gym, also share this hobby with my coworkers by participating in teaching boxing for one of our yearly Resideo events.
- Since I was a kid I've been into gaming, being a grownup now having better stability with my money I gave myself the gift and challenge building a gaming PC using online tutorial videos, this gave me a good lift in self confidence and interest in learning as much as possible about technology.
Timeline
Technical Support Assistant (Pro Line)
Resideo
01.2023 - Current
Technical Support Assistant (Homeowner Line)
Resideo
08.2021 - 12.2023
EMT-Basic, Ambulance Dispatcher & Supervisor.
EMPHI ambulance service
10.2014 - 03.2021
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