Robert Jean Email & Phone Number

Technical Support & Issue Resolution: Diagnosed and successfully resolved over 500 technical issues across a diverse client base, achieving a 95% first-contact resolution rate, ensuring minimal downtime and optimal user experience.Client Partnership & Collaboration: Collaborated with a broad spectrum of clients, ranging from innovative startups like SWTCH and Strolid to established organizations such as Brother and SHRM, delivering tailored technical solutions to meet their unique business needs.Case Management & Documentation: Managed 200+ technical support cases per month, providing thorough follow-up and ensuring all interactions were accurately documented, facilitating seamless communication and future issue resolution.Escalation & Priority Case Handling: Proactively escalated and managed 80+ high-priority cases, swiftly coordinating resources to resolve complex issues, consistently maintaining high levels of client satisfaction.

Santiago De Los Caballeros, Santiago, Dominican Republic

Technical Support Specialist | Process Improvement | Client Relationship ManagementAdvanced Issue Resolution: Successfully resolved 150+ complex escalations per month from Level 1 agents, reducing average resolution time by 40%, ensuring swift issue resolution for clients and enhancing team productivity.Training & Mentorship: Spearheaded training programs for over 50 new Level 1 agents, driving a 30% improvement in team efficiency and contributing to a 25% increase in customer satisfaction scores.Trend Analysis & Reporting: Analyzed and compiled 200+ in-depth reports on recurring technical issues, leading to 15 actionable process improvements and a 20% reduction in issue recurrence, helping optimize operational workflows.Client Communication & Follow-up: Managed end-to-end communication for 500+ clients, maintaining a 90% resolution rate on complex issues and a 95% overall customer satisfaction rating, ensuring high client retention and trust.

Santiago De Los Caballeros, Santiago, Dominican Republic

Led the installation of electrical and electronic components for industrial systems, ensuring quality control and seamless integration.Collaborated on the design and development of control systems for electric motors, generators, and inverters, contributing to system optimization and reliability.Conducted comprehensive testing on electronic equipment, documenting results in detailed reports for analysis and process improvements.Diagnosed and repaired malfunctioning equipment, ensuring minimal downtime and restoring systems to full functionality.

Full Stack Software Engineer

Bachelor Of Science - Bs, Electrical And Electronics Engineering