Samuel Cano

Graduate Assistant to the Dean’s Office

Stevens Institute of Technology

Oct 2024 - May 2025 (8 months)

• Assisted SES staff with logistical coordination and day-to-day operations across departments.
• Delivered packages, documents, and materials between academic buildings to ensure efficient interdepartmental communication and workflow.

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Client Success Manager

Go2 (Popmenu)

Apr 2023 - Aug 2024 (1 year 5 months)

To provide the clients of this partner with the assistance they need to manage the different tools and the website dashboard they were provided with when they purchased their subscription. This role’s main responsibility is to make the restaurant’s owner successful and to generate a return on investment.
• To provide technical advice to solve common issues with the website.
• To provide strategic marketing advice to be able to reach out to more customers.
• To provide training or guidance on how to use the website dashboard and its different tools.
• To escalate issues to our second tier of support as needed
• To escalate calls to my immediate manager in case the topic is out of my boundaries.

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M365 Cloud Support Engineer

Microsoft Freelancer

Sep 2022 - Jun 2023 (10 months)

To provide technical support to mid-sized businesses and corporations related to issues with their messaging solution and the M365 portal.
• To respond to customers’ queries within the required 10 minutes after the ticket was submitted.
• To keep a healthy backlog (cases to be resolved), these are to be less than 6 days of age.
• To keep CSAT, Resolution Rate, among other metrics within goal.
• English is the daily business language.

M365 Cloud Support Engineer

Concentrix

Feb 2021 - Nov 2021 (10 months)

To provide technical support to mid-sized businesses and corporations related to issues with their messaging solution and the M365 portal.
• To respond to customers within the required 10 minutes after the ticket was submitted.
• To keep a healthy backlog (cases to be resolved), these are to be less than 6 days of age.
• To keep CSAT, Resolution Rate, among other metrics within goal.
• English was daily business language.

English – Spanish Interpreter

Lionbridge Technologies

Oct 2020 - Aug 2024 (3 years 11 months)

To provide over-the-phone interpretation services to calls related to banking, networking, medical, nursing, insurance, etc.

Sales Representative

Servicorp

Apr 2020 - Jan 2021 (10 months)

To be able to find leads and make sure they qualify under certain criteria to be passed to final salesperson for closing.
• To call potential customers and make sure they have a need that can be fulfilled.
• To create reports to be sent to the salesperson for closing.
• To upload the collected information to the internal tools and CRMs. (Salesforce, Odoo).
• To use social media such as LinkedIn to find leads and get their contact info by using tools such as Seamless and Wiza.
• English was daily business language.

Acting Team Leader

Concentrix

Jan 2020 - Feb 2020 (2 months)

To supervise a team and help them achieve the goals of the team as a whole and as well as individuals. To be a facilitator and help them with their career path discovery.
• To meet with the team and establish new goals weekly and monthly.
• To supervise they attend work and log in on time.
• To provide coaching sessions for each member in a weekly basis.
• To keep them motivated through recognition and helping them discover their ideal career path.
• English was daily business language.

Business Analyst

Concentrix

Mar 2018 - Feb 2020 (2 years)

To be in charge of analyzing main KPI’s by using some tools including Lean Six Sigma, for the purpose of creating, deploying and monitor improvement plans.
• Awarded Unsung Hero: Due to the creation of a tool that automated the process of creating notes for documentation purposes. Tool became implemented globally with the network.
• To create and interpret weekly reports for Upper Management to follow up on the results of ongoing projects.
• To lead the Innovation Team in Nicaragua.

Technical Lead

Concentrix

Jul 2017 - Mar 2018 (9 months)

To provide technical advice to tier 1 representatives with issues that were complex and had to be escalated with higher tiers.
• To provide 1:1 feedback to all reps in my cluster.
• To follow up on the metrics of the team (AHT, Case closure, CSAT) weekly to create improvement plans as needed.
• To be responsible for establishing the KPI’s implemented in all technical accounts nowadays.
• To meet with the team weekly to follow up on last week's performance and to set expectations for the current week.
• English was daily business language.

Senior Quality Assurance Analyst

Accedo Technologies

Apr 2013 - Jul 2017 (4 years 4 months)

To monitor calls and provide feedback to Tier1 representatives to ensure quality on customers’ interactions as well as to deliver weekly and monthly reports of quality to Upper Management.
• To monitor four calls monthly for each representative in my cluster, focusing on middle and bottom performers.
• To deliver monthly feedback to each representative in my cluster, focusing on middle and bottom performers.
• To meet with Upper Management to share findings and to brainstorm on how to improve quality and create improvement plans for bottom performers.
• QA of the Month reward several months.
• English was daily business language.

Customer Care Representative

Accedo Technologies

Sep 2011 - Mar 2013 (1 year 7 months)

To assist customers over the phone with issues related to their online purchase, from the time they make the order until they receive it.
• To keep all main KPI’s within goal (AHT, QA scores, Attendance, etc)
• To share knowledge and experiences with the newbies.
• Monthly top performer for several months.
• English was daily business language.

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Samuel Cano

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