Diego Navedo Email & Phone Number

Conroe, Tx, Us

Oldsmar, Florida, United States

• Promptly answer technical support related calls, chats and emails from current and perspective internet subscribers.• Perform preliminary network analysis and issue isolation while on call with subscribers. This includes, active engagement in problem-solving while managing subscribers account, trouble ticket history, documentation, troubleshooting process and more.• Assume the role of a technical liaison for subscribers between several departments within the organization i.e. Technical Support Manager/[on-site] Field Technicians/[remote] NOC Specialists/Scheduling/Sales/Billing and CSR Support.• Strong critical thinking skills with experience in troubleshooting internet connectivity, digital phone/VoIP, wireless/cellular equipment, IoT/Home Automation, gaming and other entertainment devices.• Champion interactions for first time resolution along with constant research and gather for cases that require follow-up.

Lake Mary, Florida, United States

• Assisted applicants on several benefit programs by reviewing applicant documentation and working their cases. This included briefing, first time intake, follow-ups, recertifications and re-applications, eligible and ineligible determinations (approval/denial), and appeals.• Executed high levels of production and results by assisting applicants in submitting correct documentation efficiently to the level of quality control standards with an above 95% approval rate in the decision channel.• Reached proficiency at a level entrusted to train other specialists in work procedures and new directives, assisted in fraud investigations, high priority cases, coverage in different departments when needed, call center handling in both English and Spanish, Data Indexing and Citrix Podio assignments, pre-auditing and quality checks for compliance reps, help specialist teams alongside leads and supervisors.• Government rental assistance projects included NJ Phase II ERAP, St. Louis ERAP, South Carolina ERAP and NJ EPP/EPR.

Tampa, Florida, United States

• Provided support for insured patients over the phone in request for all needs of transportation whether medical or non-medical while adhering to strict HIPPA guidelines.• Many of the everyday tasks included - scheduling, booking, editing, cancelling, transferring and confirming trips.• Specialized in aiding drivers locate lost/stranded patients to insure their safety and reach their desired destination.• Handled high level situations involving availability, last minute changes and grievances.

Clearwater, Florida, United States

• Managed inbound/outbound sales calls and emails in order to quote prices and place orders for products and services ensuring daily and quarterly sales goals are met.• Structured the complexity of order fulfillment which includes order placement, status and eta (SLA), regulations, policies and procedures, trouble tickets, missed shipments and RMA's (return merchandise authorizations) and all encompassing aspects of a distribution channel including logistics and transport.• Displayed an understanding of the importance of the customer experience from relationship development to issue resolution, building a rapport with over 300 major technology manufacturers, drop-ship vendors, and clients, giving them that 1:1 personal satisfaction experience that is vital to territory and corporate success.

Milford, Connecticut, United States

• Handled every aspect of my previous employment with the franchise (See "MetroPCS Sales & Finance Representative" below from 2012-2014) to the level of a store manager.• Assisted with candidate recruitment.• Trained new hires in sales and operations of the business in a dealer/corporate setting.• Evaluated employee performance regularly through one-on-one meetings and quarterly reviews.• Conducted regular staff meetings to discuss performance goals and provide updates on company policies and procedures.• Established relationships with local businesses in order to create marketing partnerships and coordinate sales events i.e. Flee Markets, Pop-Up Shops, Festivals and more.

Clearwater, Florida, United States

• Responded to inbound calls assisting clients with specific technical, billing and visual media inquiries while multitasking any revisions and documentation being done to a subscriber's account.• Presented services that are offered in a personable and courteous manner while Identifying opportunities for upselling additional services based on customer needs.• Adhered to strict guidelines retaining high satisfaction rate above 96% for 18 months consecutive, low recontact rates of under 15% for two-6 month consecutive occasions which ensured first call resolution (FSR), Call handle, hold and transfer times were consistently being met at above 90% rate.• One of the few reps who studied the call flow and trends, covering all shift slots (1st, 2nd and 3rd) in order to implement better strategies and techniques to meet the quality service demands within the organization.• Developed effective relationships with all levels of management along with providing floor support and training for new employees.

Tarpon Springs, Florida, United States

• Greeted customers warmly and offered assistance, recommending the best-fit choice for mobile phones including the possibility of financing options, accessories and phone insurance while addressing service inquiries in person or via phone.• Entrusted with managerial tasks such as handling the open and closing store procedures, inventory, nightly deposits and paperwork.• Demonstrated proficiency in various software programs and hardware such as RQ4, IQ Metrix Systems and POS Terminals.• Quickly became one of the locations top sales professionals, increasing revenue for the company by almost double YOY.

Associate Of Arts And Sciences - Aas, Computer Systems Networking And Telecommunications, [Graduated]

Comptia A+ Certification, Information Technology, [Obtained]

Associate Of Arts - Aa, Liberal Arts And Sciences/Liberal Studies, [Graduated]