Sergio Alberto Gama Hernández
Tlalnepantla
Summary
Dynamic Technical Support Executive with a proven track record at Tech Mahindra, enhancing customer satisfaction through effective troubleshooting and problem-solving. Skilled in technical hardware diagnostics and customer communications, I streamlined processes, mentored junior staff, and conducted root-cause analyses, driving productivity and fostering team excellence.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
Technical Support Executive
Tech Mahindra
03.2022 - Current
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Collaborated with team members to develop new strategies for handling complex technical problems.
- Maintained comprehensive documentation of customer interactions, ensuring seamless handoff between support staff.
- Mentored junior technicians, fostering their growth and enhancing team performance.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
- Continuously updated personal knowledge of industry trends and advancements in order to provide accurate information to clients.
Telemarketing Executive
Teleperformance
02.2020 - 03.2022
- Troubleshot problems for callers and helped independently resolve common issues.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Answered calls, took messages, and transferred calls to correct individual
- Recorded contact information of customers and potential customers in internal database.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
Education
Bachelor of Science - Physician Mathematics And Engineering
Agustin De Hipona
Mexico, México, Mexico08-2019
PET (Preliminary Cambridge English) - English Language
Colegio Calli S.C
Mexico, México06-2012
Skills
- Technical hardware diagnostics
- Data recovery
- Customer communications
- Remote support
- Customer support
- Network configuration
- Attention to detail
- Technical troubleshooting
- Troubleshooting
- Troubleshooting network issues
- Customer service
- Problem-solving
Languages
English
Advanced (C1)
Timeline
Technical Support Executive
Tech Mahindra
03.2022 - Current
Telemarketing Executive
Teleperformance
02.2020 - 03.2022
Bachelor of Science - Physician Mathematics And Engineering
Agustin De Hipona
PET (Preliminary Cambridge English) - English Language
Colegio Calli S.C
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