Juan Antonio Llanos Bonifaz
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Juan Antonio Llanos Bonifaz

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Mexico City, Mexico

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Jobs verified_user 0% verified
  • NEC
    Applications Engineer
    NEC
    Sep 2020 - Current (5 years 6 months)
    As an Applications Engineer located in ATL, Georgia/México City, México, I was involved in several high-profile projects, including Cogeco Canada and Vodafone Hungary. My responsibilities included handling and resolving various issues reported through ticketing systems such as TMS, GTS, and Jira, ensuring timely and effective L2 support. I maintained client-facing communication to discuss ongoing issues, system upgrades, and coordinated proactive assistance with the team. I generated daily reports related to ticket progress, system performance, and visual charts to track our metrics. Additionally, I provided live assistance during critical issues and trained new employees to ensure a smooth onboarding process. In my role as an Order Process
  • L
    Technical Support Specialist
    Livevox Inc.
    Jan 2011 - Dec 2019 (9 years)
    As a Technical Support Specialist located in San Francisco, California, I assisted customers in identifying issues and explained solutions to restore service and functionality. I resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across different time zones. I created support documentation that empowered the user community to extend their skills, leverage system features, and find resolutions to questions without intervention from the support team. Additionally, I developed and tested new product offerings prior to release, assisting the development team in bug identification. I broke down and evaluated user problems using test scripts, personal expertise, and probing questions,
  • Ericsson
    Call Center Supervisor
    Ericsson
    Feb 2009 - Oct 2010 (1 year 9 months)
    Located in Mexico City, México. Trained more than 100 team members on performance metrics and consumer behavior identification. Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals. Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques. Created team rotations to ensure center was manned effectively during peak hours. Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions. Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. Assessed personnel performance
Education verified_user 0% verified
  • U
    Technical System Engineering
    Universidad UTEL - México
    May 2006 - Sep 2008 (2 years 5 months)
  • U
    Bachelor of Arts: Architecture
    Universidad Del Valle De México - México
    Jan 1999 - Jan 2004 (5 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • F
    Personal
    Freelanc
    Jan 2018 - Jan 2025 (7 years 1 month)
    Personal care