Otto Lopez Email & Phone Number

Guatemala Department, Guatemala

Guatemala

Antigua Guatemala, Sacatepéquez, Guatemala

Responsibilities focus in post-sales implementation for Salesforce customers. My responsibilities included:- Collaborating with clients to understand and document business processes and goals.- Configuring and customizing Salesforce to meet client specifications, including creating custom objects, flows, validation rules, etc.- Ensuring data integrity.

Guatemala

• Primary technical implementation point of contact for internal and external customers.
• Implemented solutions based on parameters documented via Statements of Work.
• Provided comprehensive training to new technical analysts in the U.S. and Canada, ensuring smooth onboarding and proficiency in job responsibilities.
• Ensuring a deep understanding of the products and services for internal and external clients (end-users, customers, engineers)
• Worked with clients and project team members to gather business and technical requirements for project implementations, demonstrating a strong technical background and excellent IT skills.
• Implemented custom scripts for clients to achieve critical business objectives, performed integrations into ERPs, HR and other applicable systems via RESTful APIs and performed Single-Sign-On integrations with Okta and.

• Provide prompt and effective technical support to customers experiencing issues with Quicken financial software via phone, email, and chat.
• Diagnose and troubleshoot software problems, including installation, functionality, and compatibility issues, to resolve customer inquiries accurately and efficiently.
• Educate customers on product features, usage, and best practices to enhance their overall experience and promote self-sufficiency.
• Document customer interactions, including issues encountered and solutions provided, in the company's CRM system to maintain accurate records and facilitate knowledge sharing among support team members.

Guatemala

• Managed business administration tasks (60%), including overseeing the Director's inbox to delegate responsibilities efficiently, reducing unnecessary CC's and requests.
• Director's calendar management (20%), optimizing time and prioritizing time meetings to align with organizational goals.
• Coordinated travel arrangements for the Director and Executives, ensuring seamless guest accommodations and experiences such as travel expenses, reports, etc.
• Acted as a liaison between department internal stakeholders and the Director, facilitating communication and problem-solving to drive organizational effectiveness.
• Maintained confidentiality of sensitive information, demonstrating discretion and judgment in handling confidential compliance.
• Handled office supplies purchasing, external stakeholder management, and supported Director with in-office and remote company initiatives.

Guatemala, Guatemala

• Production phone technical support for Hosted PBX Customers including ACD/IVR configuration, call history, billing statements.
• Created new accounts and turn up customers on net2phone hosted PBX.
• Provisioned IP Phones such as Polycom, Grandstream, Yealink, Softphones, etc.
• Performed troubleshooting of VoIP related issues in the IVR configuration and/or SIP trunks.
• Managed/updated incoming trouble tickets submitted by our internal staff and external customers.
• Trained new onboarded employees.

Guatemala

• In charge of maintenance for the university's WordPress websites, ensuring they are up-to-date, secure, and user-friendly.
• Collaborated with various departments to create and update website content, including news, events, and academic information, to reflect the university's mission and goals.
• Implementation and customization of WordPress themes and plugins to meet the specific needs and branding requirements of the university, providing technical expertise and guidance as necessary.
• Monitoring website performance, analyze traffic patterns, and implement SEO strategies to improve visibility and accessibility, enhancing the online presence of the university within the local and global community.

Guatemala

• Provided advanced technical support to Time Warner Cable customers, resolving escalated issues related to internet, cable television, and digital phone services.
• Utilized in-depth knowledge of Time Warner Cable's products and services to troubleshoot complex technical problems, including connectivity issues, equipment malfunctions, and service outages.
• Collaborated with Tier 1 support agents and internal stakeholders to resolve customer issues efficiently, ensuring high levels of customer satisfaction and retention.
• Documented all customer interactions, troubleshooting steps, and resolutions accurately in the company's CRM system, maintaining detailed records for future reference and analysis.