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Victor
chicomont@ymail.com
423-227-8957
103 Laurel St. Unit 1
Kissimmee, FL 34745
Customer Care Representative II
12 years experience W2
0
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Average rating
9
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Summary

Experience
Customer Care Representative II
Information Technology
Aug 2016 - present

Serve as initial point of contact for all Rocket customers, both internal and external. Gather the required information necessary to properly triage end-user questions and forward to the appropriate Technical Support team by opening and updating support cases on behalf of customers. Manage customer expectations regarding estimated response times for issue resolution. Collaborate with team members to identify gaps in team knowledge and quickly provide the necessary documentation or training.

Training Technical Support Documentation Customer Service
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Customer Service Analyst
Aug 2015 - Jul 2016
Perform problem solving, determination and resolution of application-related issues. Provide at-desk Application Support of Oracle applications. Provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Maintain and in-depth understanding of the client's implementation including but not limited to: a. authorization services b. warehousing and fulfillment c. multi-tiered application technology d. interface design and configuration e. product configuration Perform daily monitoring and maintenance of client implementation. Provide advice and input to R&D group regarding client's implementation.
SQL Scala Problem Solving Oracle Dispatch Database Maintenance Customer Service CASE Application Support
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Customer Support Engineer
Information Technology
Sep 2011 - Jul 2015
a CME Group Company Serve as initial point of contact for clients in resolving technical and application related inquiries regarding Proprietary software suite. Assess and resolve end-user questions Subject Matter Expert of the Pivot 360 application to serve as a resource for the entire client facing team *Learn the Pivot 360 product/add-ons and environment to provide a foundation of the application's features, functions and integration points *Collaborate with Technical Support team members to properly manage customer inquiries *Gather the required information necessary in order to best handle customer software and technical inquiries *Manage customer expectations regarding estimated response times for issue resolution *Pull in resources, such as team members, Supervisors and Engineers to solve difficult/complex issues *Collaborate with team members to identify gaps in team knowledge and quickly provide the necessary documentation or training *Proactively reach out to clients, providing regular service calls to optimize the Pivot 360 *Contribute to future Pivot 360 version by acting as a client advocate for product functionality GUARDSMARK
Training Technical Support Documentation
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Bilingual Customer Service Team Leader
Nov 2007 - Apr 2009
No skills were added
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Bilingual Customer Service Manager
Oct 2005 - May 2007
Responsible for supporting coaching developing and supervising a group of employees in a Service Center/Operations environment within the HVAC industry. Responsibilities included the following:
  • Effective interaction with team members with diverse backgrounds and temperaments
  • Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
  • Communicate positive as well as negative feedback, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement.
  • Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution.
  • Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.). Through coaching, ensures Agent metrics are achieved
  • Able to take end-to-end ownership of employee issues that require liaison with others.
  • Demonstrate teamwork by supporting and assisting other Team Leaders as necessary.
  • Participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.
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Edit Skills
Non-cloudteam Skill
Education
Accounting
Valencia Community College 2004
Skills
Documentation
2021
9
Technical Support
2021
9
Training
2021
9
Customer Service
2021
6
Application Support
2016
1
CASE
2016
1
Database Maintenance
2016
1
Dispatch
2016
1
Oracle
2016
1
Problem Solving
2016
1
Scala
2016
1
SQL
2016
1