Jose V•••

About

On the record

With extensive experience in technical support and customer service, I have had the opportunity to establish and manage the first bilingual Technical Support agents for Network Services at AT & T. My role involved assisting customers by troubleshooting various service-related issues, maintaining detailed data records to ensure quality, and providing essential information such as test results, access details, and appointment times to technicians. I coordinated technician visits to minimize service outages and handled escalated issues, including regulatory appeals referred by the Executive Office and the Public Utilities Commission. As a Customer Advocate, I was dedicated to resolving issues by collaborating with intra-company departments, ensuring complete problem resolution. My leadership experience includes starting and managing a new bilingual technical support workgroup, ensuring the team met all objectives and supported clients across 21 states remotely, including our intercompany workforce. Highly motivated and organized professional with a proven track record in technical support and maintenance administration. With a positive attitude and strong leadership skills, I have successfully led teams, resolved complex issues, and contributed to organizational growth. My commitment to excellence is reflected in my exceptional organizational, problem-solving, and team-building abilities. Professional Attributes- Strong Leader: Led the 36 membered Escalation Administrator's team at AT & T, achieving high efficiency and resolving numerous issues- Positive Attitude: Approach challenges with optimism and a can-do mindset- Problem Solver: Excel in troubleshooting and resolving issues in technical support and maintenance- Self-Motivated: Driven to exceed targets and implement positive change- Quick Learner: Adapt quickly to new technologies and procedures- Dependable: Consistently deliver results and ensure customer satisfaction- Organized: Maintain order and efficiency in both team leadership and project management- Professional Mannerism: Exhibit professionalism in all interactions and communications.