Edward Vargas Email & Phone Number

Ny , New York & Sf Bay Area , Ca

• Managed dispatch operations at a high-pace mall with over 10,000 weekly visitors.• Coordinated security units for more than 2000+ calls in response to incidents on property.• Logged over 4000+ calls and security checks using the computer-Aided-Dispatch (CAD) system.• Trained 2+ officers on dispatch techniques and procedures.• Instructed 5+ officers on proper security and safety procedures.• Collaborated with various department supervisors to address loss prevention matters.• Conducted regular patrols on facility and ensured security staff visibility to deter crime.• Offered clear direction, information, and assistance to client visitors, guests, vendors, and employees.

New York City Metropolitan Area

• Diagnosed and repaired a wide range of electronic devices, including smartphones, tablets, laptops,and desktop computers, emphasizing exceptional customer service.• Performed comprehensive diagnostics and troubleshooting to identify hardware and software issues,effectively resolving over 500+ cases.• Collaborated with a team of 4+ skilled technicians to address complex technical issues, ensuring prompt and accurate resolutions.• Educated customers on device maintenance and proper usage, resulting in a 30% decrease in recurring issues.• Assisted customers in selecting and setting up new devices, transferring data, and optimizing device performance.• Trained 3+ new team members on repair techniques, customer service protocols, and safety guidelines.• Managed repair tickets and customer inquiries using a ticketing system, maintaining clear communication and ensuring timely resolution of issues.• Acted as a liaison between customers and device manufacturers for warranty claims and hardware replacements, streamlining the process and ensuring customer satisfaction.

Atlixco Centro, Puebla, Mexico

• Oversaw daily site operations, maintaining optimal team production pace.• Conducted interviews, hired, and trained new workers. • Reworked positions and workflow based on individual abilities and production targets.• Handled issues effectively by implementing best practices and applying critical thinking skills to find optimal solutions.• Developed work schedules for all team members to maximize shift coverage.• Ensured premises and personnel security by patrolling property and monitoring surveillance equipment, including CCTV cameras.• Responded promptly to emergency situations, typically within minutes of alarms sounding to assess and mitigate issues.

Ciudad Judicial, Puebla, Mexico

• Processed customer requests and transactions in accordance with bank policies and procedures, utilizing Language Line process to serve non-English speaking customers.• Provided information on bank products as requested by the customer.• Completed maintenance tasks, including address changes, check orders, stop payments, account closings, and ATM/Debit card captures.• Responded to customer telephone banking inquiries via email.• Managed a high volume of inbound calls, consistently maintaining professionalism and courtesy while addressing customer concerns.• Resolved customer complaints and issues, escalating to supervisors, when necessary, to ensure customer satisfaction.• Acted as a liaison between customers and other bank departments to address account inquiries and resolve issues efficiently.• Maintained up-to-date knowledge of bank policies, procedures, and product offerings to provide accurate information and recommendations to customers.• Utilized strong communication and active listening skills to identify customer needs and recommend appropriate solutions.• Tracked call resolutions and followed up with customers to ensure their concerns were addressed and resolved satisfactorily.• Participated in regular training sessions to stay current with industry trends, regulatory changes, and company policies.• Consistently met or exceeded performance metrics, including call quality, average handling time, and customer satisfaction ratings.