Jairo B. Email & Phone Number

United States

Texas, United States

- Provided professional services and technical support for proprietary software, including database migration and recovery, ensuring smooth and efficient operations for clients.- Successfully trained and troubleshooted guest room network issues at Disney's hotels and resorts, leading to improved guest satisfaction and positive feedback.- Received a horizontal promotion from Field Technician Support, demonstrating strong technical skills and ability to adapt to new roles.- Conducted regular server maintenance to ensure optimal performance and prevent downtime.- Collaborated with cross-functional teams to identify and resolve technical issues, ensuring seamless operations for clients.- In addition to the skills and responsibilities mentioned, the Professional Services Support Tier 2 role also involvede using ServiceNow as a ticketing system to manage and track technical issues and requests from clients. This involved creating, updating, and resolving tickets in a timely and efficient manner, as well as communicating with clients and other team members regarding ticket status and resolution.

Orlando, Florida, United States

Orlando, Florida, United States

- Responsible for assisting annual passholders with various tasks such as reservations, membership renewals, and general inquiries- Providing chat support to passholders through platforms such as Zendesk and Service Now, troubleshooting Magic Band devices as needed- Ensuring high levels of customer satisfaction by delivering exceptional service and addressing passholders needs in a timely and effective manner- Collaborating with cross-functional teams to identify areas for improvement and implementing solutions to enhance the passholder experience- Staying up-to-date with the latest product and service offerings, policies, and procedures to provide accurate information to passholders.-- In addition to the skills and responsibilities mentioned, the Sales and Solutions Specialist role also involvede using ServiceNow as a ticketing system to manage and track technical issues and requests from clients. This involved creating, updating, and resolving tickets in a timely and efficient manner, as well as communicating with clients and other team members regarding ticket status and resolution.

United States

- Gaming Technical Support Specialist, providing assistance to customers via multiple channels including chat and inbound calls, supporting the release of the PlayStation 5 as well as legacy consoles such as PS3 and PS4- Troubleshooting console issues related to different PlayStation consoles, such as connectivity, hardware and software related problems- Offering general customer support and guidance on gaming-related queries for different PlayStation consoles- Facilitating refund requests and processing them in a timely manner to ensure customer satisfaction for different PlayStation consoles- Assisting with account recovery, password resets and modifications to account information for different PlayStation console owners- Activating 2-step authentication to enhance account security and prevent unauthorized access for different PlayStation console owners- Maintaining accurate records of customer interactions and escalating complex issues related to different PlayStation consoles to higher authorities as required- Staying up-to-date with the latest gaming trends, products, and services related to different PlayStation consoles to provide accurate information to customers.

United States

- Fresh baking from scratch a variety of traditional French bread daily, including baguettes, croissants, brioche, and more- Ensuring that all baked goods meet quality and consistency standards- Maintaining a clean and organized work environment, including the proper storage and labeling of all ingredients- Assisting with the opening and closing of the bakery, including setup, breakdown, and cleaning- Greeting guests, providing them with information about the bakery and its products, and helping them make selections- Collaborating with other team members to ensure that all guest needs are met and to facilitate a positive guest experience- Following all safety and sanitation procedures, including proper food handling and storage- Adhering to all company policies and procedures, including those related to food preparation, safety, and customer service- Excelling in a fast-paced, high-volume environment with a positive attitude and a commitment to quality and service.

Chile

- Providing tier 1 technical support to business customers for internet and mobile services, troubleshooting issues and resolving problems- Scheduling and setting appointments for technical support services and installations- Assisting customers with billing inquiries and providing billing support as needed- Processing refunds and resolving customer disputes related to billing or services provided- Following up with customers on critical cases and ensuring timely resolution of issues- Configuring DOCSIS remotely for customers using advanced network technologies- Assisting with account recovery, password resets, and other account-related issues- Conducting SNR (signal-to-noise ratio) analysis to identify and troubleshoot issues with network connectivity and performance- Collaborating with cross-functional teams to identify and resolve complex technical issues- Maintaining accurate records of customer interactions and technical issues, including detailed documentation of troubleshooting steps and solutions- Staying up-to-date with the latest technologies, industry trends, and best practices in B2B technical support- Identifying opportunities to improve processes and customer experiences, providing suggestions for enhancements and working with team members to implement them- Providing feedback to internal teams regarding customer needs and product performance, including identifying common issues and areas for improvement- Adhering to company policies and procedures, including those related to data security and privacy- Collaborating with sales and account management teams to ensure that customers have the information and support they need to effectively use company products and services.

Chile

- Monitor and control average handling time (AHT) for all backoffice operations, ensuring that targets are met or exceeded.- Analyze consumer trends and prepare detailed reports to identify potential areas for improvement in backoffice processes and procedures.- Conduct quality analysis and follow-up to ensure that all backoffice operations are performed accurately and efficiently, and that customer service standards are met.- Perform daily KPI analysis to identify trends and areas for improvement, and to ensure that all KPI targets are met or exceeded.- Develop and deliver training programs for new hires, including onboarding, product training, and systems training.- Plan and coordinate ongoing training and development programs for existing team members, ensuring that all staff have the necessary skills and knowledge to perform their roles effectively.- Ensure compliance with all relevant policies, procedures, and regulations, including data protection, security, and privacy.- Manage and coordinate team activities and workflows, ensuring that all tasks are completed on time and to a high standard.- Support the development and implementation of new processes and procedures, providing input and feedback to help optimize backoffice operations.- Provide regular feedback to team members, including coaching and performance evaluations, to support their ongoing development and growth.- Ensure that all equipment, systems, and software are up-to-date and functioning properly, and coordinate repairs and maintenance as needed.- Monitor industry trends and developments, staying up-to-date with the latest technologies and best practices in backoffice operations.- Participate in cross-functional projects and initiatives as needed, providing input and support to ensure that project goals are achieved.

Hospitality And Tourism, Tourism And Travel Services Management

Google It Automation With Python Professional Certificate, Information Technology

In progress