Jorman Quintero Email & Phone Number

◉ Review results of monitored staff interactions with customers across voice and non-voice channels.◉ Support analysis of data trends to identify root causes to improve processes, programs and/or tools.◉ Provide visibility to management about adherence of procedures and support the function to identify efficiencies and process improvement opportunities.◉.

◉ Provided daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation.◉ First point of contact for businesses, VIP customers, escalated residential customers to assist with request that only business class advanced technical support.

◉ Represented the executives of the company at the highest department of corporate escalations to resolve complaints that were escalated to the executives and the (CEO) Chief Executive Officer.◉ Consistently resolved complaints that were filed to the following government agencies across the U.S, including but not limited to, (FCC) Federal Communication.

Melville, NY

◉ Worked to improve the logistics process by increasing efficiency, reducing unnecessary steps for logistical issues.◉ Replied to emails sent by Managers and Directors of field service operations concerning escalations of customers’ accounts that needed first call service visit appointments or special requests when priority and proper follow up was needed.

Melville, NY

◉ Ensured personnel and other logistical areas comply with safety standards and legal requirements.◉ Arranged bucket truck request needed for jobs that had wire lines running on poles at extreme heights or poles that were broken and damaged that rose safety concerns.◉ Effectively trained new employees on necessary tasks within the framework of company.

Melville, NY

◉ Dispatched technicians for daily service visits within the tri-state area, including but not limited to: New Jersey North, New Jersey South, Connecticut, Westchester counties, Bronx, Brooklyn, and Long Island. ◉ Ability to negotiate with customers that needed to be rescheduled due to lack of technician availability by providing first call appointments.

◉ Reported any customer or safety concerns immediately to supervisor. ◉ Completed all delivery assignments in a timely and systematic manner. ◉ Worked with support team to provide exceptional customer services and address customer concerns.

◉ Consistently provided the maximum quality of service to the guests. ◉ Greeted and registered guests, and assisted in pre-registration and room blocking and preparations for groups for arrivals. ◉ Assisted guests with standard services and answered any general questions. ◉ Communicated internally with other departments when necessary to resolve a guest.

Associate, Social Sciences

Education record