David Ruíz Email and Phone Number

To provide assistance to parents that use the Zum transporation services to drive their children from home to school and viceversa. Within the most common tasks in this position are to help parents with rides tracking and cancellations for Yellow buses and small vehicles. Furthermore, a Customer Service Represantive helps drivers when children are not shown at the pickup location or to report an incident during a ride.

The main duty as a Technical Support Specialist at G Suite (Also known as Google Workspace) is to provide effective solutions to companies, educational institutions and Nonprofits organizations using the different services and features that G Suite offers. This position requires advanced technical knowledge, customer service and time management skills to achieve the customer's goal through an effortless support experience over the Phone, via Email or live Chat.It is also necessary to keep a constant and clear communication with the Products teams in order to resolve general issues affecting multiple customers at the same time. Furthermore, it is important to have a strong understanding of every Google product included and involved with the core services included in G Suite such as Drive, Gmail, Calendar, Google Chat, Meet and others. Furthermore, it is also essential to understand processes like IMAP and POP sync, SSO, Data Migration, Spam Classification, Email authentication, SSL and TLS encryption and Domain DNS management. As well as integrations with External services like Mail clients, Domains hosts and Active Directory.

As part of the tasks of a Floor Support representative is to support customer care agents in the operations floor by providing effective solutions to product inquiries in a timely manner. The success of the operations at a customer service department depends on how fast agents reply to customers concerns and this position was directly related to that task. It was important to get the latest services and products updates to prevent sharing outdated information to agents and ensure customers satisfaction. Furthermore, as part of the tasks to perform was the action of being considered as tier 2 agents when customer's concerns needed advanced technical knowledge or by customer's request over the phone. Additionally, a Floor Support agent was also required to assist the new trainees classes when they start their "Nesting" stage the first days they start supporting the operations.

To ensure customer satisfaction by providing creative and proper solutions to issues related to Cellular data, Networks issues, Device Shipping and Phone upgrades in a timely manner.During the daily activities it was also necessary to develop soft skills to properly deliver bad news to customers when a negative response to a credit request was given. Moreover, upsell skills were essential to smoothly introduce offers in plans and new devices.

To solve issues related to Data plans, payment issues and Devices swap for one of the most recognized prepaid companies. It was also necessary to deliver bad news to customer using soft skills to ensure customers loyalty and satisfaction.