Edgar Javier Cuervo Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Ability to effectively present findings to client to drive client satisfaction, revenue, and retentionDemonstrated experience in a customer relationship role and extensive experience working within CRM’s. Became expert on available Akerna products and services to ensure clients were getting the most out of their product. Became Product expert within our Spanish speaking markets and was responsible for Onboarding and Training new clients.Possess strong verbal and written communication skills in both English and Spanish Built relationships with my book of business to ensure satisfaction and maintaining a high level of customer focus. Collaborated with clients to gather feedback on product needs and improvements and worked directly with Product team to vet out and roadmap. Demonstrated dedication to meeting client expectations and requirements Consistently collaborated with sales team and cross functional support teams to achieve internal and customer goals Able to manage time and prioritize multiple tasks in a fast-paced environment Consistently organized tasks, deliverables and meet commitments on time Good at focused listening and conflict management

Toronto, Ontario, Canada

Ability to effectively present findings to client to drive client satisfaction, revenue, and retentionDemonstrated experience in a customer relationship role and extensive experience working within CRM’s. Became expert on available Akerna products and services to ensure clients were getting the most out of their product. Became Product expert within our Spanish speaking markets and was responsible for Onboarding and Training new clients.Possess strong verbal and written communication skills in both English and Spanish Built relationships with my book of business to ensure satisfaction and maintaining a high level of customer focus. Collaborated with clients to gather feedback on product needs and improvements and worked directly with Product team to vet out and roadmap. Demonstrated dedication to meeting client expectations and requirements Consistently collaborated with sales team and cross functional support teams to achieve internal and customer goals Able to manage time and prioritize multiple tasks in a fast-paced environment Consistently organized tasks, deliverables and meet commitments on time Good at focused listening and conflict management

Toronto, Canada Area

Acting as first point of contact to any client’s request received by email or phone call to the Help Desk SupportSupport Services clients are in the Financial and Energy sectors

Help24 Worldwide Support. Primary technology contact point between external customers and internal support staff. Processed technical email problems and priority calls from ACI customers worldwide. Most customers were in the financial sector.• Started the Help24 Worldwide Support team. Offered for the first time a centralized 24/7 technical support to customers around the globe. Ensured all phone call issues were handled within 5 minutes.• Trained all the new employees and supported the senior employees on a regular basis for the Help24 process and tools.• Collected and managed the Help24 stats team reports and customer satisfaction surveys on a weekly basis for senior management.• Worked 12 hour shifts to support the 24/7 operations centre.

Help Desk (2005 – 2007)• Supported technicians in Level II and I with technical issues and Verizon DSL and TeleTech process.• Served as support to Retention Agents to save customers, proving high technical support, liaised with Verizon Central Offices and Customers to resolve network issues.Technical Support Agent (2003 – 2005)• Served as the DSL Internet Technical Support Level II discussing and handling technical issues and services for customers from Verizon DSL High Speed Internet from United States.• Served as Training Helper for the new hire classes, and double jacking with the new trainees.• Supported other agents within the team with technical issues and Verizon\TeleTech process.

• Served as the telephone service expert by discussing and handling billing, services, feature, products, toll and order inquiries for customers.• Handled other miscellaneous transactions, and complaints including customer requests, related to other departments such as referrals to other BellSouth branches or companies. • Offered and sold all services and products available, such as telephone features, internet access and cellular plans.

• Reported on both a monthly and quarterly basis to the main headquarters in Monterey, Mexico regarding sales, inventory, forecast, targets, marketing and overall monthly development.• Reported to the manufacturing headquarters in Miami, FL on both a monthly and quarterly basis regarding marketing plans, development, and growth.• Supervised the chain of distributors on a national level to help develop marketing plans.• Coordinated training plans for all the re-sellers on a national level.• Supervised, trained and supported sales staff within company.