This is my profileContact via CazVidyenz
Customer Service & Technical Support Specialist with 20+ years in Customer Care and Medical Interpretation
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Competencies
Expertise in diagnosing and resolving technical issues across banking and telecom platforms.
Proficient in identifying root causes and resolving technical and account-related problems efficiently.
Skilled in interpreting complex medical and emergency calls, facilitating clear and accurate communication.
Dedicated to delivering exceptional support, resolving customer issues, and enhancing experience.
Excellent at conveying information clearly in high-pressure situations, including conference and emergency calls.
Education
Languages
Summary
yenz specializes in technical support, troubleshooting, and medical interpretation, with extensive experience in customer service, emergency calls, and technical problem resolution across diverse industries.
Key Achievements
- Provided technical support and troubleshooting for banking and telecom clients, improving issue resolution efficiency
- Handled emergency and medical interpretation calls, ensuring accurate communication in critical situations
- Managed customer inquiries across multiple platforms, enhancing customer satisfaction and retention
- Filed and tracked technical service tickets for telecom clients, reducing downtime and service disruptions
Experience
CSR Model
Assist customers with routine account related requests such as: Tech support on the bank website, basic and advance troubleshooting, service request in any type of petition/problem., Research and resolve customers problems, acting as the customers liaison between other bank departments when necessary., Research customers questions regarding electronic funds transfers, able to detect customers problem and find the resolution in good time manner.
CSR Model
Assist customers with routine account related requests such as: Basic troubleshooting on the website, Schedule follow ups, Research account activity locate orders, Problems with financial declines provide solution, Screen Share/remote-connect for advance trouble shooting, Act as the customers liaison between other companies., Teach new hires the policies, educate them to provide accurate information, Teach new hires how to de-escalate when customer is upset, Always sound confident and remain calm under stress., When upset customer requested to speak to a supervisor I will then take the call. I will locate the problem fix it. If incorrect information was provided, I will submit the proper coaching to avoid poor customer contact.
Service Desk
Help client with basic troubleshooting and advance trouble shooting., File tickets on areas such as the phone lines for Avaya cisco etc., If customer could not connect to SSID, I would ask client to provide me with IP address or MAC address to connect manually (register) them to the SSID., If network was down I reinstate. Due to my location if could not reinstate would get technician to go personally.
L4 – L3 interpreter
Interpret medical calls as well as 911 emergency calls conference calls with Schools as well as police calls due to child protective services.