Josue Baires Onboarding & Support specialist

Onboard & Support Specialist

BrandBastion

Aug 2024 - Current (2 years 3 months)

Started as Platform Support Specialist; role expanded to include product support, client onboarding, and departmental process development. Provided technical troubleshooting for social media platforms (Meta, TikTok, LinkedIn), assisting clients with dynamic ads, pure ads, and business tools. Configured client accounts in the back end using internal tools and JSON files, leveraging AI tools to validate setups and ensure accurate onboarding. Guided clients through onboarding processes, platform setup, and best practices to optimize campaign effectiveness. Analyzed platform logs, system functionality, and potential issues to prevent recurring problems and improve platform reliability. Contributed to shaping departmental workflows by documentin

Customer Service Representative at Royal Caribbean

Conduent

Mar 2022 - Feb 2024 (2 years)

Led a team of 10 in reducing a backlog of 1,000+ customer emails with over 51 days waiting to zero in under 2 months, establishing a new Customer Loyalty department in Guatemala. Served as temporary supervisor, coaching new team members on product knowledge, customer service best practices, and workflow processes to ensure consistent, high-quality support. Resolved 50+ daily customer inquiries related to bookings, loyalty programs, and service concerns, maintaining an 80–85% first-contact resolution rate. Handled escalations and coordinated with internal operations teams, reducing resolution time by 20% and preventing potential customer churn. Implemented best practices, process improvements, and feedback loops, boosting team efficiency and

Customer Service Operator at Alleviate Financial

Icon Solutions Group S A

Apr 2024 - Mar 2025 (1 year)

Provided frontline support to customers via phone, assisting with account inquiries, transaction questions, and service-related issues. Effectively handled escalated calls, coordinating with internal teams to resolve complex problems and ensure a smooth customer experience. Maintained a professional and empathetic approach, guiding customers through processes and providing clear solutions. Contributed to team knowledge by sharing insights and best practices, improving overall service quality and consistency.

Admin Console Specialist at Google

TELUS International Central America

Nov 2019 - Aug 2021 (1 year 10 months)

Managed Tier 2 escalations in the Google Admin Console, troubleshooting account, domain, and configuration issues while collecting HAR files and system logs to support engineering investigations. Resolved an average of 40+ escalated cases daily, maintaining a 95% SLA compliance rate and reducing resolution time by 20% through effective log analysis and knowledge sharing. Strengthened security by implementing 2-step verification, OAuth protocols, and password manager setups, significantly reducing unauthorized access incidents. Assisted enterprise clients with email client setup, domain/IP configurations, and onboarding processes, ensuring minimal downtime during migrations. Utilized Google Workspace, Salesforce, Zoom, and Teams to document

Remote Support Engineer at Xerox

HCL Technologies Ltd

Dec 2021 - Mar 2022 (4 months)

Provided frontline technical support for Xerox hardware and software, troubleshooting device, software, and connectivity issues via ServiceNow with accuracy and efficiency. Resolved high-volume customer requests, maintaining an 80% first-contact resolution rate and consistently meeting SLA targets. Escalated complex issues to Tier 2 or engineering teams with detailed documentation, ensuring rapid follow-up and minimal client disruption. Created step-by-step troubleshooting guides and documented common issues, improving team knowledge sharing and reducing repeat tickets.

Technical Support Specialist at Wix

TELUS Digital

Aug 2021 - Dec 2021 (5 months)

Configured 100+ client domains and DNS records, resolving website and email connectivity issues with a 95% first-contact resolution rate. Troubleshot website performance, hosting, and design issues using Genesis Cloud, Google Toolbox, WHOIS, DNS Flush, and Wix SEO tools, reducing average ticket resolution time by 20%. Guided clients through email integration, domain configuration, and SEO best practices, improving site functionality and search visibility for small business users. Collaborated with internal teams to streamline workflows and document recurring issues, enhancing team efficiency and client onboarding processes.

Technical Support Specialist at Wix

TELUS Digital

Aug 2021 - Dec 2021 (5 months)

Configured 100+ client domains and DNS records, resolving website and email connectivity issues with a 95% first-contact resolution rate. Troubleshot website performance, hosting, and design issues using Genesis Cloud, Google Toolbox, WHOIS, DNS Flush, and Wix SEO tools, reducing average ticket resolution time by 20%. Guided clients through email integration, domain configuration, and SEO best practices, improving site functionality and search visibility for small business users. Collaborated with internal teams to streamline workflows and document recurring issues, enhancing team efficiency and client onboarding processes.

Admin Console Specialist at Google

TELUS International Central America

Nov 2019 - Aug 2021 (1 year 10 months)

Managed Tier 2 escalations in the Google Admin Console, troubleshooting account, domain, and configuration issues while collecting HAR files and system logs to support engineering investigations. Resolved an average of 40+ escalated cases daily, maintaining a 95% SLA compliance rate and reducing resolution time by 20% through effective log analysis and knowledge sharing. Strengthened security by implementing 2-step verification, OAuth protocols, and password manager setups, significantly reducing unauthorized access incidents. Assisted enterprise clients with email client setup, domain/IP configurations, and onboarding processes, ensuring minimal downtime during migrations. Utilized Google Workspace, Salesforce, Zoom, and Teams to document

Technical Support Agent at Telus FFH

TELUS Digital

Sep 2016 - Nov 2019 (3 years 3 months)

Resolved issues related to WiFi, VoIP, LAN, Digital TV, and satellite TV. Assisted customers with GUI access and modem/access point configuration. Utilized Virtual Desktop Infrastructure (VDI) and Virtual Private Networks (VPNs). Served as a temporary supervisor, provided mentorship to new agents, and contributed to real-time analysis teams.

Technical Support Agent at Telus FFH

TELUS Digital

Sep 2016 - Nov 2019 (3 years 3 months)

Resolved issues related to WiFi, VoIP, LAN, Digital TV, and satellite TV. Assisted customers with GUI access and modem/access point configuration. Utilized Virtual Desktop Infrastructure (VDI) and Virtual Private Networks (VPNs). Served as a temporary supervisor, provided mentorship to new agents, and contributed to real-time analysis teams.

CRT at TracFone Wireless

Allied Global

Jan 2016 - Sep 2016 (9 months)

Served as a Customer Retention Agent at Straight Talk, utilizing Citrix and reseller tools for Verizon, T-Mobile, and Sprint. Provided comprehensive troubleshooting, managed billing inquiries, and coordinated the distribution of mailed materials. Played a key role as part of the de-escalation team, mentoring new team members and supporting the temporary training department to ensure smooth onboarding.

Josue Baires

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Josue Baires

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