Skills
Billing; Customer Inquiries; Help Desk Support; Technical Support; Customer Service; Computer Hardware; Telecommunications; Troubleshooting
About
Customer-oriented Incident Manager with experience in managing and resolving a high volume of customer inquiries and technical issues. Skilled in prioritizing tasks, escalating issues as needed, and providing timely updates to customers. Proven ability to build strong relationships with clients and internal teams.
Incident Manager Regional
ATENTO - Cirion technologies - Bogota
For the telecommunications company ATENTO, I work as a support advisor in the campaign for the distinguished corporate network company CIRION
TECHNOLOGIES, in the area of national and international incident management. My duties include:
* Managing incidents reported by clients and suppliers across LATAM, USA, and Europe.
* Monitoring technical visits and providing administrative support for offices and service points.
* Managing information of technicians provided by suppliers to carry out different activities.
* Exclusive first-level support and scheduling of tests, certifications, and escalations.
11/2023 - 02/2024
Bilingual Advisor
Intelcia - Altice USA - Bogota
Campaign: ALTICE USA
Position: Bilingual Technical Support Agent
During my time at Intelcia, I worked as a bilingual technical support agent for a renowned internet, television, and telephone company in the eastern United States (New Jersey, New York, Connecticut, and Pennsylvania) called Altice/Optimum.
Focusing on internet and television support, I provided linear troubleshooting for
any type of error or damage with customer devices. Additionally, I scheduled technical visits, orders, and activation of new devices.
05/2023 - 11/2023
Costumer service advisor WebHelp - TXU energy - Bogota Campaign: TXU ENERGY
Position: Bilingual Customer Service Agent
During my time at the telecommunications company WebHelp, I worked as a bilingual customer service advisor for a renowned electric network company in the state of Texas called TXU Energy. My duties included:
* Direct customer support with payments, arrangements, and deferred plans.
* Resolving doubts and questions regarding billing and billing cycles.
* Communication with state-owned companies called TDUs.
* Requesting services and technical visits through subsequent authorization from the aforementioned TDUs.
SKILLS
* Troubleshooting
* Technical support
* Customer service
* Incident management
* Problem-solving
* Escalation
* Hardware
* Software
* Networking
* IT
* Help desk
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