Danilo Velasquez Email & Phone Number

Responsible for providing technical support and troubleshooting of hardware and software issues to clients over the telephone from different IS providers in Canada and the U.S.A in both English and Spanish.· Created numerous reports and records of the calls from existing databases for statistical and marketing purposes. · Documented resolutions and escalated tickets to the second level support department

Answered existing and new customer inquiries regarding general services, options, promotions and account inquiries. · Troubleshooted and gathered information from customers on network difficulties, billing inquiries, accounts receivable and entered data into the system. · On a daily basis, tracked all calls, analysed problem situations, developed solutions or communicated the information to the appropriate department for escalation and resolution. · Repeatedly met and exceeded the call centre’s monthly performance and objectives, including sales targets, call quality and call handle time. · Assisted in the organization of monthly team meetings