CRM Software
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
Customer Relationship Management (CRM)
Analytical Skills
Problem-solving abilities
Queue Management
Leadership
Strategic Account Management
Escalation Management
Bilingual English/Spanish
Technical Support
Software
Microsoft Office
JIRA
Slack/ Microsoft Teams
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 -