Dean Gonzales Email & Phone Number

Radnor, Pennsylvania, Us

Atlanta, Georgia, Us

Performed technical support for various sites at the UCSD campus such as connecting users to secured Wi-Fi network, downloading a mobile app on various mobile devices, updating iOS on iPads, and report network outages. - Provided technical support to ensure students and staff have a safe environment on campus. - Trained students on how to a use mobile app for covid testing on-site and made sure they knew how to use it in the future.

San Diego, Ca, Us

Joined the management team to ensure continued success of the department. Able to further enhance my leadership skills, ensured that the department was able to meet or exceed company goals, and had the opportunity to mentor different teams and team members. - Managed up to 30 direct and indirect technicians to help achieve individual goals of key performance indicators such as a 96% and above customer satisfaction score. - Took over management of chat channel and refined processes which resulted in an improved customer satisfaction score by 4% by the second quarter. - Improved handling time of phone and chat technicians by 20% with further refinement of processes and on-going coaching. - Collaborated with other leaders in the department to create a more positive work environment which resulted in a reduced attrition rate of employees by 10%.- Helped resolve escalated customers directly or by identifying the qualified technician to resolve their issue(s) in a timely manner to prevent customer attrition.

San Diego, Ca, Us

Joined the leadership team to help guide the team and continue the success of the support department. Was able to gain valuable experience in leadership skills, organizational skills, analytical skills, and further enhance my communication skills. - Create reports for analyzing trends in the call and chat volume to identify the types of issues the support team encountered. - Created training contents for new agents as well knowledgebase articles for the department to ensure the team was as efficient as possible when handling customer issues. - Installed remote access tools as well as VOIP phones for new agents and went through initial training of how to use the programs for day-to-day use.- Provisioned/deprovisioned licenses for remote access tool to make sure appropriate agents had access and perform password resets when necessary.

San Diego, Ca, Us

Was able to further advance in my position and was exposed to more complex issues that were escalated by the leadership team as well as team members. Learned how to research error logs and resolve issues running queries in SQL, learned different 3rd party AVs to set exclusions for the ChiroTouch software, firewall configuration, and collaborated with multiple departments. Was also entrusted by the leadership team to train new agents on policies, procedures, and tool utilization.- Help prevent customer attrition and improve retention by resolving complex issues escalated by leaders and team members.- Collaborated with the QA, developers, and system engineers to fix software defects and system issues.- Trained new agents for a successful interaction resolving customer issues including: * Troubleshooting techniques by identifying the issue, the cause, deploying a fix, testing, and documenting. * Soft skills on how to deal with frustrated customers by showing a friendly and calm demeanor. * Searching the knowledgebase on how to find answers quickly for customers when applicable. * Use of VOIP phones, remote access tool, and internal communication tools to ensure the new agents were set up for success.

San Diego, Ca, Us

Was able to advance in my position gaining experience including performing software updates, resolving networking issues, becoming a subject matter expert, and resolving escalated cases.- Able to maintain a 98% and above customer satisfaction score from closed cases.- Collaborated with team members and resolve customer issues as quickly as possible to prevent case escalations when possible.- Became a subject matter expert on multiple add-on services including a texting service, intake web form service, and web scheduling service.- Took ownership of cases escalated by software support associates and resolve within a 24-48 hour period.

San Diego, Ca, Us

Resolved technical issues, requests, and train customers on the ChiroTouch software platform. I learned how to navigate helping customers via different channels including phone, email, and chat. - Maintained a 98% customer satisfaction score from closed cases.- Built a professional relationship with customers to leave a great impression with support interactions.- Refined documentation skills for all customer interactions in SalesForce.- Learned the process of escalation so issues can be resolved as quickly as possible.