Alan Brandon Rivera León

Customer Support Specialist

Touch Stay

Aug 2025 - Current (1 year)

Customer Technical Support Specialist

itrinity

Jul 2025 - Current (1 year 1 month)

Technical Support Specialist

TigerConnect

Nov 2023 - Jan 2025 (1 year 3 months)

• Acted as the first point of contact, promptly addressing a high volume of support tickets via various communication channels, including email, phone, and chat. • Owned support escalations & bugs - meticulously troubleshooting, gathering facts, and replicating issues before escalating to Tier-2. • Prioritized urgent requests by promptly responding in adherence to our SLAs. • Assisted customers with general support inquiries, encompassing login and user management requests. • Maintained detailed records of troubleshooting efforts in Salesforce, acquiring practical experience with these platforms. • Contributed to the TigerConnect Community and knowledge base by crafting articles while resolving customers' technical issues. • Participate

Customer Service

McGraw Hill

Aug 2023 - Oct 2023 (3 months)

• Responded to customer service inquiries via email (100%) and offered technical support to users experiencing issues with services and products. • Guided customers through website navigation. • Managed shipping inquiries and addressed questions about order status. • Processed XML data to resolve customer invoice rejections in the system. • Issued courtesy activation codes to customers via email, typically handling between 30 and 50 requests each day.

Customer Service Specialist

TOTAPLAY

Aug 2021 - Aug 2023 (2 years 1 month)

• Served as the sole Customer Service Specialist, overseeing the needs of a customer base of 45,000 in the city. • Participated in weekly meetings with top-level personnel, including managers, supervisors, and director, to discuss the needs and goals that needed to be achieved. • Assisted customers through phone calls (10%), chat (69%), email (1%), and face-to-face communication (20%) who needed to report service outages, billing issues, cancellation (retention), data updates, scheduling technical visits, technical assistance with the company's app, setting up recurring payments, address changes, and more. • Led a team of 5 in contacting every new customer to ensure a successful onboarding process, with a goal of achieving a 95% satisfactio

Dispatch Analyst

Totalplay

Feb 2021 - Aug 2021 (7 months)

• Coordinated 7 to 15 technicians in the field, organizing work routes by zone. Provided assistance with network maps and actively sought immediate work to optimize field operations. • Activated Totalplay internet services for new customers. • Documented information such as address, time, date, port connections, etc., for every ticket attended by the technician. • Conducted customer mapping and resolved issues related to the entire installation and support process. • Achieved between 28 and 60 successful customer contacts each day to provide information about the technician's visit. Show less

IT Support Technician

NTT DATA Services

Feb 2020 - Feb 2021 (1 year 1 month)

• Conducted corrective and preventive maintenance on a variety of devices including desktops, laptops, handheld devices, tablets, cellphones, and printers for a factory of more than 120 users. • Addressed user-generated tickets related to network or device issues efficiently, managing tickets through the ServiceNow Help Desk software, and ensuring a solution within an SLA of less than 48 hours. • Proactively ensured and maintained robust cybersecurity for the systems. • Vigilantly monitored the functionality of 6 web tools used by employees, guaranteeing optimal performance. • Effectively managed visits and engagements with network providers and technology specialists. • Proficiently received, organized, and managed supplies, equipment, acc

Sales representative

Movistar

Oct 2019 - Jan 2020 (4 months)

• Successfully completed various sales tasks, achieving a daily goal of 2 sales. • Managed daily line activation and portability, maintaining a 100% success rate. • Oversaw inventory and its management. • Handled stocking, cleaning, and merchandise display.

Quality Assurance Analyst

Telvista

Jun 2017 - Aug 2019 (2 years 3 months)

• Monitored call center agents in real-time during customer interactions, with a daily target of 16 calls. • Evaluated call quality based on predefined criteria and guidelines. • Used Excel to meticulously complete checklists and record evaluation results. • Offered constructive feedback to agents, highlighting areas for improvement. • Collaborated with 2 team leads and a manager every month to identify training needs and areas for process enhancement. • Played a pivotal role in calibration sessions, ensuring consistent and accurate evaluation of agent-customer interactions, with a goal of maintaining a minimum 90% accuracy rate to meet KPI standards and enhance service quality. Show less

Contact Center Agent

Telvista

Mar 2015 - Jun 2017 (2 years 4 months)

• Provided exceptional assistance to customers through inbound calls regarding internet service disruptions or difficulties for Mexico's largest ISP, handling up to 50 inbound calls daily while maintaining an AHT (Average Handling Time) below 8 minutes. • Demonstrated active listening and empathy to understand customer concerns and diagnose internet-related problems. • Offered step-by-step guidance for troubleshooting minor technical issues, adhering to guidelines and achieving an 80% Effectivity KPI (solution to the client) target. • Created detailed and accurate tickets, documenting all pertinent information about reported internet service faults, meeting the 90% Quality KPI target. • Escalated complex or unresolved issues to the appropri

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Gas Station Cashier

Operadora Sahuaro Baja

Feb 2014 - Feb 2015 (1 year 1 month)

• Efficiently and accurately processed financial transactions with customers. • Provided exceptional customer service by greeting customers, answering inquiries, and offering assistance during their shopping or service experience. • Accurately processed purchases or payments, handling cash or credit card. • Safely and securely managed cash, ensuring the cash register balanced at the end of each shift and addressing any discrepancies. • Issued receipts, provided change, and maintained transaction records, including reconciling daily sales and preparing reports, while also keeping the checkout area clean, organized, and well-stocked with supplies such as receipt paper and bags. Show less

Assembly Operator

Honeywell

Dec 2012 - Dec 2013 (1 year 1 month)

• Assembled various components and parts using power tools and machinery to create Turbochargers, ensuring precision and quality in the final product. • Maintained a keen eye for detail, ensuring precision and accuracy to ensure the quality and functionality of the drawer slides or runners. • Conducted inspections of components, tested products, and executed necessary adjustments or repairs during the assembly process to meet quality standards. • Operated hand tools, power tools, and machinery safely and efficiently to complete the assembly tasks. Required to have a keen eye for detail, as precision and accuracy to guarantee the quality and functionality of the final product. Sometimes inspecting components, testing products, and making nec

Assembly Operator

Accuride International Inc.

Jan 2012 - Feb 2013 (1 year 2 months)

• Proficiently assembled various components and parts using hand tools, power tools, and machinery to fabricate drawer slides or drawer runners, ensuring precision and quality in the final product. • Maintained a keen eye for detail, ensuring precision and accuracy to ensure the quality and functionality of the drawer slides or runners. • Conducted inspections of components, tested products, and executed necessary adjustments or repairs during the assembly process to meet quality standards. • Operated hand tools, power tools, and machinery safely and efficiently to complete the assembly tasks. Show less

Deburring Operator

LMI Aerospace - A Member of the Sonaca Group

Jun 2011 - Jul 2011 (2 months)

• Performed deburring operations at LMI Aerospace, a prominent aerospace parts manufacturing facility, specializing in aviation industry components. • Meticulously removed burrs, sharp edges, and imperfections from metal components, upholding stringent quality and safety standards. • Collaborated seamlessly with team members to achieve ambitious production targets while ensuring the high-quality standards expected in the aerospace sector. • Demonstrated precision and attention to detail in the deburring process, contributing to the overall excellence of aerospace components. Meticulously removed burrs, sharp edges, and imperfections from metal components, ensuring adherence to strict quality and safety standards. Collaborated seamlessly wit

Alan Brandon Rivera León

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