A.D. Hernández Email & Phone Number

Sittard, Li, Nl

Kerkrade

As a Technical Support Engineer I am the first point of contact in case of technical issues / requests on machines in the medical device industry (Electrophysiology, Interventional Cardiology, Endoscopy, Peripheral Intervention) inside/outside Europe. My role is to troubleshoot to the root cause and either resolve the issues / questions direct remotely or assign an engineer to go onsite with the appropriate parts. I have to liaise with Biomed in the hospitals, sales, and service team representatives. I support the technical internal and external customers by providing the highest level of End User Technical Services performance and availability in a critical 24X7 environment.Providing Technical Support within the Europe region to internal and external customers. Providing second line Technical Support outside the Europe region to distributors.Interacting with customers via telephone and e-mail, to solve problems related to internal customer computer hardware, software, network, and telecommunications systems.Diagnoses, identifies, and isolates customer problems using historical database records to evaluate and prioritize issues;Escalating unresolved calls to appropriate support specialist or service group and alerts management to recurring problems and patterns of problems.Participating in on-going training, procedural review/development, reporting, and compliance activities.

Maastricht Area, The Netherlands

Responsible for the monitoring of employee performance through the review of calls, emails and chats for the Spanish, UK and Dutch markets for the adidas, reebook, G-star and Lenovo projects. Performing analysis on external data and internal data to identify process and advisor opportunity. Conducting analysis on customer's survey results and compile into a summary. Determine whether advisors are using proper procedures, efficient and effective practices. Providing coaching feedback to site supervisors on analysis of advisor calls, e-mails and chats. Issue, monitor and archive the documentation of quality assurance records.Working externally with Third Party logistics Providers such as DHL, DPD and UPS. Day to day management of transportation process and updating shipment status. Generating shipping documents. Conducting investigations to be able to find lost parcels and missing items. Follow up and compensation. Escalating website product content and SAP issues.Solving ordering related issues by phone, e-mail and chat.Processing incoming orders for Spain, The Netherlands and Belgium (Order to Cash): for both adidas and reebook customers: order entry, Invoicing, customer payments, collection, order fulfillment.

Maastricht Area, The Netherlands

Working for the most prestigious project of the company: Hp Platinum Support. Hp is one of the world’s largest information technology companies, operating in nearly every country. I am responsible for the following departments: Entry, Technical support, Sales, Spare part ordering, Complaints, Repairs and Follow-up for the Spanish market. Completed an intensive staff training program that focused on SAP, customer service, sales and technical knowledge of HP products.Troubleshooting and solving software and hardware technical issues by phone and email.Making use of remote pc access tools in order to solve customers technical problems.Dealing with customers complaints.Organising collection and delivery when repair is needed.Generating sales leads: Order entry, Invoicing, Customer payments / collection, order fulfilment.Distribution logistics: Processing incoming orders and coordinating shipments for Spain, Italy, UK, France, The Netherlands, Belgium and Germany.

Sittard

This position is a very much hands on operation. Fast food retail business (street trading). I dealt with customers enquiries and complaints. Checked equipment, calibration, preventative maintenance, production control, stock control and deliveries.Booking space in public and private events all around The Netherlands.Supplying quotations, invoicing, handled inbound and outbound calls, handled cash, organised product collection and delivery.Providing other businesses with our services.Dealing directly with customers.Staff recruitment, hiring, training and scheduling. Coaching new employees.Creating and maintaining company website.

London, United Kingdom

Dealing directly with customers on a one-to-one basis. Ensuring that the highest level of customer service is delivered. Completed an intensive staff training program that focused on customer service. Dealt with passengers and cargo loading procedures.Organised passengers meals.Dealt with complaints. Dealt with customers enquiries. Trained and supervised a front-desk staff. Travelled to Malaysia for further training.

London, United Kingdom

Dealing directly with customers. Checking-in passengers. Ensuring that the highest level of customer service is delivered. Completied a 3 weeks training program that focused on customer service. Dealing with passenger check-in and boarding tasks.Dealing with complaints.Training new colleagues.

Las Palmas De Gran Canaria Area, Spain

Las Palmas De Gran Canaria Area, Spain

Las Palmas De Gran Canaria Area, Spain

Tolk En Vertaller, Translator & Interpreter

Emergency Response Officer (Ero), Bhv

Iata Dangerous Goods, Iata Gevaarlijke Stoffen, 90%

Diploma, Dietetic & Nutrition

Diploma, Airline Handling

Piano, Bachelor Of Music In Performance