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Josue
Customer Service & Technical Support Specialist with 13+ years in Call Center industry
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Competencies
Provided exceptional customer service and support across various roles in call center environments.
Resolved technical issues and supported customer inquiries for companies like Broadvoice.
Performed quality assessments to improve service standards and team performance.
Handled inbound and outbound sales, supporting customer engagement and retention.
Supervised and led teams as a Team Lead, ensuring quality and efficiency.
Education
Summary
A dedicated professional with over 13 years of diverse experience in customer service, technical support, and quality analysis, seeking to leverage skills in a Virtual Assistant role.
Key Achievements
- Worked in multiple roles including CSR, Technical Support, Quality Analyst, and Team Lead
- Gained extensive experience in post-sale industry with over 30 years of total professional experience
- Searched for and expressed readiness to transition into a Virtual Assistant role
Experience
B2B Business Advisor for Microsoft 365
Contacting provided leads for new and existing customers, including seminar attendees, Hand raisers, new contacts, and log time customers., Provide assistance on activating and acquiring new Microsoft 365 Business licenses, Providing support and describing the benefits of all of our products, Scheduling meetings to aboard client’s questions, and interests., Setting up presentations via Teams for Microsoft products, Referring to the proper support channels
Technical Support for Broadvoice, VOIP, and ISP
Provide tech support for residential ISP, Provide tech support for VOIP (Phone Power), Customer support, Hardware Installation for PC and routers, Diagnose the issue after proper troubleshooting, and schedule a Telco dispatch if necessary., Report and follow up on Outages
Virtual Property Management Assistant
Provide administrative assistant to the property manager, Addressing inquiries and complaints from the tenants, Contact and schedule appointments for maintenance workers, Assisting with administrative tasks such as lease renewals, and managing lease documentation., Uploading photos of work done on the property for proper records, Creating invoices and providing support with the collection efforts.
Sales representative for Google Hire
Contacting HR managers and CEO to schedule presentation meetings, Explained the benefits of our products, Introduction of what to expect with AI integration
CSR and Quality Analyst for Expedia.com
I was a CSR for Expedia.com for 2 years, Promoted to the Expedia Quality Assurance Team after 2 years, Did Bi-weekly presentations of Quality reports to the client and staff members, Worked on weekly Quality reports for our Team leads and account supervisors, Provided weekly coaching sessions to our representatives
Sales Representative for Dishnetwork
Sales representative for Dish.com, Selected team of Retention, for Dish.com, Backup Manager for my team
Store manager
Sales representative, Store manager, Security advisor for home and business