Extensive knowledge of computers and software
Fabio Mendez
Professional Tech Support Agent / Intake Manager/Sales
Guatemala
Summary
I am qualified technical support agent in different fields of technological devices. Strong device repair and troubleshooting skills.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Professional intake specialist prepared for leadership roles in client onboarding and management. Extensive experience in streamlining intake processes and enhancing operational efficiency. Known for strong team collaboration and flexibility in dynamic environments. Expertise in client relations and process improvement.
Overview
5
5
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Intake Manager
JustPoint
07.2024 - 06.2025
- Streamlined the intake process by implementing new protocols and procedures, resulting in increased efficiency and client satisfaction.
- Enhanced client experience with timely follow-ups and comprehensive documentation of their needs and concerns.
- Optimized resource allocation within the intake department by regularly reviewing staffing levels based on workload demands, resulting in improved workflow efficiency.
- Addressed any concerns or issues that arose during the intake process promptly, demonstrating commitment to client satisfaction and effective problem resolution skills.
- Analyzed data to identify trends and areas for improvement within the intake department, leading to increased effectiveness.
- Assist claimants in identifying potential cases to initiate legal proceedings, follow up with claimants, and review the information provided in each case step by step, as well as conduct case investigations to provide all necessary information to the attorneys.
- Conducted regular internal audits to ensure adherence to established policies and procedures within the intake department.
Technical Support Representative
Genpact
05.2022 - 06.2023
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
TECHNICAL SUPPORT AGENT
Alorica
02.2021 - 03.2022
- Support in installation and uninstallation of Software.
- Troubleshooting technical issues.
- Configure devices for the acceptance of applications and Software.
- Provide customer with a series of steps to solve technical issues.
- Educate customer in the use of computer hardware.
GAME CONSOLE REPAIRMAN
Hospital de consolas
01.2020 - 01.2021
- Video Game consoles cleaning and adjustment.
- Replace damaged parts to Video Game Consoles.
- Complete analysis of game consoles.
Education
SPECIALIST IN MAINTENANCE AND TECHNICAL SUPPORT -
TecniServiciosMXCM
High School Diploma - Sciences with orientation in computing
Pestalozzi School
01.2018 - 12.2019
Skills
- Supply Management
- Schematics Interpretation
Professionalism and ethics
Trade policy
Client assessment
Cross-functional coordination
Teamwork and collaboration
Customer service
Problem-solving
Time management
Multitasking
Operations management
Software
Timeline
Intake Manager
JustPoint
07.2024 - 06.2025
Technical Support Representative
Genpact
05.2022 - 06.2023
TECHNICAL SUPPORT AGENT
Alorica
02.2021 - 03.2022
GAME CONSOLE REPAIRMAN
Hospital de consolas
01.2020 - 01.2021
High School Diploma - Sciences with orientation in computing
Pestalozzi School
01.2018 - 12.2019
SPECIALIST IN MAINTENANCE AND TECHNICAL SUPPORT -
TecniServiciosMXCM
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