Luis Hernandez Email & Phone Number

Chicago, Illinois, United States

- Offer leadership and continued support to Technical Support associates with varying skill levels with tools including SalesForce ServiceCloud and NinjaTrader software.- Interpersonal communications across Technical Support tiers.- Retrieve and review KPI for direct reports and provide continued support for workflow improvement.- Respond to escalations across different tier levels and work to resolve accordingly.- Work through a large volume of support cases to assist customer base with technical support related items such as platform support, account related inquiries and billing questions.- Worked alongside other leaders to tackle process improvement strategies, standard operating procedures (SOPs) and methodologies to provide world-class customer support.

Chicago, Illinois, United States

- Collaboratively manage inbound requests to assist clients with their trading and software objectives over the phone.- Strong and swift use of technology on a day-to-day basis like SalesForce Lightning (CRM), Skype, TeamViewer and Zoom in order to meet tasks.- Effectively communicate with other departments to facilitate client needs and perform follow-ups.- Manage online chat to handle various kinds of requests including Sales, Customer Support, Platform Support and directed to other teams as necessary.- Experience with an online ticketing system to provide prompt support to clients via email in both English and Spanish.- Connected with current clients for product upsells and inherently promoted upgrades to bring in additional revenue.- Conducted and managed live online webinars in Spanish for the NinjaTrader website, along with other social media platforms like YouTube and Facebook.- Assist new team members with questions and concerns regarding our products and services.

- Operate as a primary point of contact for a portfolio of assigned clients to provide assistance with the setup and maintenance of but not limited to payroll earnings, deductions, benefits, taxes etc.- Able to manage workload to maintain availability, problem solve, troubleshoot & effectively resolve issues for client and proactively resolve potential future issues.- Navigate within systems including WebPay, WebTime, Desk, Service Bureau, Portal, Compass, Admin Guides and to continually build knowledge base in order to reach client success.- Focus on timely and successful delivery of solutions according to client needs and objectives: meet SLAs and key internal client service metrics including availability, outbound adherence, first call resolution, escalations, client retention, etc

Chicago, Illinois

- Created and implemented a supplies procurement system while working closely with the Operations Manager to minimize packaging costs and increase company's overall bottom line.- Demonstrated apt organization of Accounts Receivable and Accounts Payable.- Develop and maintain strong professional relationships with vendors.- Assist in improving compliance with regulations in accordance with OSHA standards.- Oversee the maintenance of equipment in the Warehouse department.- Manage purchase orders and deliveries.- Effectively present instructional material to bilingual staff and ensured adherence to SOP.

Chicago, Illinois

- Portion ingredients into jars and packages according to our recipes. (Assembly)- Help keep the production facility clean and organized.- Follow all safety, GMP, and QSF policies/procedures.

Chicago, Illinois