Levi Suarez

Technical Support Specialist II

SpotOn

Jan 2020 - Current (6 years 7 months)

Blue Support specialist responsible for the top 10% of VIP / At risk accounts Point Of Sale Bilingual Technical support expert responsible for providing excellent customer experiences to Small business Owners, Sales agents, or Internal employees via Phone, emails, and tickets. Hardware & Software Expert. Hardware Deployment and Installation. Configure and Troubleshoot LAN, DIAL, 4G/5G communications Troubleshoot and maintain credit card terminals up to speed, to ensure top performance is always met. Escalate unresolved issues, bugs, and errors to developers. Terminal File downloads, repairs, and updates. Install provide training and troubleshoot Business applications IOS Android. Ticketing and documenting via Zendesk, Salesforce & Jira.

L1 Service Desk

Techmahindra

Jan 2019 - Jan 2020 (1 year 1 month)

Bilingual Technical Support for Aetna's Health Insurance USA SPOC Agent : Troubleshoot and repair Windows 7, 10, Microsoft Errors Via Remote Outlook, DNS Servers, Password Resets, Account & Profile updates. Active directory, VPN, LAN/WAN,Outlook,Office 365, Microsoft, RTS, Desktop Director, Connectivity issues,Wireless. Hardware & Software set up, Software Repair and Installations. Customer Service SPOC Agent resolving questions and concerns regarding The Company tools and applications How To's Ticket Documentation via Service Now Highly effective customer service

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Elite Services Supervisor

Marriott Hotels and Resorts USA

Jan 2018 - Jan 2019 (1 year 1 month)

Escalations Department Supervisor First Call Resolution expert for all customer complaints and escalations. Follow up with resolutions to Elite members, focused on creating and maintain Loyal Members Rewards, loyalty program, account updates or changes, troubleshoot expert. Peer to peer Coaching and weekly feedback. Meet Monthly Team service level agreements

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English ISM/CS/Retention Team Leader

AT&T Corp USA Call Center

Jan 2016 - Jan 2018 (2 years 1 month)

Welcoming new hires to the company. Providing all tools and resources to build a strong foundation as team members transition from trainning to the live operations enviroment. Responsible for Leading high performance teams to meet both personal and client service agreements on daily,weekly,monthly basis. Oversee that all procedures are followed correctly and find new areas of opportunity. Responsible for all supervisor or escalated concerns. Provide new strategies to increase productivity and customer satisfaction. Motivate and reward team members. Coach and develop team members setting short and long term goals. Promote growth within a positive work enviroment. Report and document teams performance with upper management.

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