Summary
Overview
Work History
Education
Skills
Software
Websites
Certification
Timeline
Generic

Vanessa Guzmán

Team Lead, Technical Support Telematics
Cuautitlán Izcalli,MEX

Summary

With a strong focus on delivering top-notch customer service and nurturing a collaborative team culture, I bring a solid mix of technical expertise and leadership skills. My experience includes managing strategic accounts, performing insightful root-cause analyses, and overseeing escalations for high-profile customers.

Overview

7
7
years of professional experience
4
4
Certifications
1
1
Language

Work History

Technical Support Team Leader

Fleet Complete
12.2021 - 05.2024
  • Managed key accounts, ensuring timely and effective support to high-profile clients, enhancing customer satisfaction and retention.
  • Led the team in conducting root cause analysis of complex technical issues, resulting in improved troubleshooting processes and reduced incident resolution times.
  • Directed a team of 27 technical support professionals, providing mentorship and fostering a collaborative and high-performing team culture.
  • Efficiently managed support queues, prioritizing and assigning tickets based on urgency and impact, ensuring consistent service levels.
  • Handled escalations from high-profile customers with diplomacy, resolving complex issues to customer satisfaction while minimizing business impact.
  • Helped create a knowledge base for the team, developing training programs and resources to enhance team members' technical skills and improve overall support quality.

Technical Support Representative

Tech Mahindra
04.2021 - 12.2021
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Maintained a high first-call resolution rate through active listening, problem-solving skills, and in-depth product knowledge.

Technical Support Representative Business Division

AT&T
01.2019 - 06.2019
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Identified potential sales and cross-selling opportunities and informed pertinent teams.
  • Researched and identified solutions to technical problems.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Used de-escalation techniques to address issues and resolve conflicts.

Travel Agent

Arrivia (formerly ICE Mexico)
07.2017 - 06.2018
  • Conducted thorough research on destination offerings to provide well-informed guidance for travelers'' needs and interests.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Enhanced customer satisfaction by providing personalized travel recommendations and booking services.

Education

Bachelor's Degree - Psychology

UTEL
México
05.2001 -

Skills

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Software

CRM Software

Microsoft Office

JIRA

Slack/ Microsoft Teams

Websites

Certification

Effective Communication

Timeline

Extraordinary Customer Service

07-2023

Leadership Boot Camp

07-2023

Problem Solving

07-2023

Effective Communication

06-2023

Technical Support Team Leader

Fleet Complete
12.2021 - 05.2024

Technical Support Representative

Tech Mahindra
04.2021 - 12.2021

Technical Support Representative Business Division

AT&T
01.2019 - 06.2019

Travel Agent

Arrivia (formerly ICE Mexico)
07.2017 - 06.2018

Bachelor's Degree - Psychology

UTEL
05.2001 -

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Vanessa GuzmánTeam Lead, Technical Support Telematics