Alexander Gomez Email & Phone Number

San Antonio, Tx, Us

United States

• Support customers by providing technical and functional expertise over the phone, chat, and case management.•Manages customer inquiries within the expected time frame and acts as the escalation point within Tier1 support, only escalating above themselves when required.•Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.•Troubleshoots customer issues by utilizing knowledge of application, experience and by self-guided research of issues.•Capable of resolving complex customer issues with minimal assistance from escalated assistance.•Provides a high-quality customer experience to produce or maintain raving fans.•Contributes to improving the customer experience - offering ideas and being part of the improvement process to benefit the customer.•Work with Customer Success, Professional Services, and all tiers of support to solve problems or identify opportunities - act as the POC for support.•Train and mentor other engineers on the team - create accountability and professionalism within the team.•Edit or write new documentation or customer-facing content to represent the support experience.•Lives the Workiva Values and Principals and guidelines on how to produce results and improve the business.

Chicago, Illinois

I was responsible for the coordination and delivery of learning solutions, including live classroom training, webinars, and self-paced learning to support the educational needs of the organization.Personal Delivery of Learning Solutions include:-Facilitated and Delivered Instructor-led training (ILT), live workshops, and classroom training courses and programs (such as new hire training and continuous education for customer service, business processes, software, leadership skills, etc.)-Supported the Learner Experience Design team as needed with updating and creating training content, curriculum, and other learning solutions.-Supported learning and development, training, talent development, HR, and organizational initiatives as needed.-Scheduled, coordinated, and proctored training classes, employee development courses, instructor-led training (ILT), live workshops, and other L&D courses and programs.-Scheduled, coordinated, and proctored coaching, mentoring, and shadowing programs,Learning Management System (LMS) administration, curation, scheduling, assigning, and reporting.-Coordinated with Workforce Management (WFM) and operational leadership to schedule and deliver both live and self-paced training.-Tracked and reported on training delivery hours, training effectiveness, and learning outcomes to upper management.

Chicago, Illinois

-Identified, researched and resolved client issues by utilizing our online system and database.-Managed real-time inquires while monitoring and responding to commitments for clients and Affiliates.-Met or exceed KPIs of the Client Relations Operations Specialist role, which is defined by call volume, length of the call, and client satisfaction.-Fielded incoming calls from clients and determine the best approach to a solution.-Developed a positive rapport with SMS Assist’s clients and Affiliates that ensures overall satisfaction.-Maintained open communication with Affiliates in a manner that adheres to all contracts and scope of work.-Recorded relevant information in our database with close attention to consistency and accuracy.-Resolved or escalate disputes for unsatisfied service confirmations of clients and/or Affiliates.-Provided market intelligence feedback to maximize customer satisfaction and contribute to strategies. and policies that attract and retain clients.-Worked cross-functionally with other teams and departments to ensure work orders are processed successfully.

Chicago, Illinois

-Field support calls, and emails from users about our product services and features.-Try all avenues to solve a customer's issue, but if you can't, explain the why with an empathetic ear.-Partner with garages throughout the country to provide customers with a guaranteed parking spot at a discounted price.-Proactively contribute to improving the SpotHero brand - with real time feedback on product capabilities and performance, but also by providing useful suggestions for improvement.

Chicago, Il

- Assisted with problem solving for customers covering consolidations, modifications, cancellations of Venmo accounts via calls, chat and emails.- Helped technical department identify and track any potential product issues or trends, contribute to the content in the FAQ section of the Venmo website. - Shared responsibility for the standardization of technical materials presented to customers and Serve as escalation point for specialists when handling difficult cases.

Greater Chicago Area

- Supervised 250 customer service representatives, fostered an environment in which customers enjoy high levels of services and employees are motivated to deliver top performance.- Managed returns, balance transfers, gift card and merchandise card inquiries, store inquires, false detentions, online fraud prevention (3rd party fraud from IP address, tablets, etc.). - Awarded the 2016 Customer Service Award and 2016 Customer Escalation Award.

Rolling Meadows, Il

- Responsible for sales and maintenance for air duct business that specialized in duct work, asbestos removal and mold remediation.- Maximized sales opportunities for our clients across the country and ensure that high levels of customer satisfaction are met.- Created high products value for customer by uncovering customers’ needs and the knowledge of the product and technology.

Greater Chicago Area

- Assisted new and existing customers with the purchase of telecommunications/technology products, services and generated unprecedented annual revenue.- Ranked #1 in Sales from 2010 - 2012 in the store inclusive with offering complete customer satisfaction.- Collaborated with business partners to establish business accounts for local restaurants and small business to grow the business with new service while offering exceptional customer service.