Rey Elizardo Email & Phone Number

- Provided technical support for Intertek Alchemy products (Manager, Player, Creator, Coach, & Playbook) via email and phone for a wide range of skill sets across our customer/users.- Partnered with Account Management and Product Assurance teams to help investigate and resolve issues, while providing feedback to make our products better and help our customers meet their goals.- Mentored & trained new Customer Support Representatives & continuously recognized as a subject matter expert by the support team.- Managed time effectively while juggling phone calls, both scheduled and incoming, and emails while ensuring proper documentation of customer interactions and maintaining an exceptional customer experience.

Austin, Texas Area

- Assisted clients and their customers to setup and execute loyalty programs and provide continual technical support.- Recognized for the ability to learn new things quickly and was a key player in onboarding new support & product lines, training team members, and act as an escalation resource.- Proactively sought and executed process improvements to boost the customer experience and drive customer loyalty.Responsible for maintaining strong relationships between clients and their customers.

Austin, Texas Area

- Assignment of new incoming service requests regarding vandalism or fraudulent activities for ATMs and other banking self-service products to dedicated ATM engineers based on their availability and geographical location.- Recognized for consistently exceeding expectations and excelling in a high-pressure environment.- Resolved challenging customer issues through effective negotiation and coordination between multiple parties.- Managed customer expectations in regards to ETA’s, workarounds, and problem resolutions.- Upheld customer service-level agreements from beginning to end by a means of effective communication and deep understanding of resources while maintaining business requirements.

Corpus Christi, Texas Area

- Fulfilled several roles as a result of dependable performance and ability to work independently in a fast-paced atmosphere.- Consistently provided a high-caliber performance as a result of strong time management and driving personnel efficiency.- Valued as a subject matter expert and supported several lines of business which improved team efficiency.- Served as a customer advocate by evaluating feedback and providing suggestions for process improvement.Demonstrated strong ability to resolve escalated customer issues and proactively prevent potential problems in order to improve the customer experience.