Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Eduardo Medina

San Pedro Sula

Summary

  • 8 years of experience in Customer Service & Customer Success
  • CS; phone, ticket (email), and chat support & 1:1 video meetings.
  • Bi-weekly training calls with clients
  • Tier 2 tech Support: Jira Management
  • Quality Assurance of a CS team.
  • Standard operating procedure creation, implementation, and onboarding!

Overview

9
9
years of professional experience
1
1
Certification

Work History

Restaurant Owner

Inversiones Alebrijes S. DE R.L.
07.2022 - Current
  • Managed payroll, daily deposits and cost controls.
  • Set employee schedules, delegated work and monitored food quality and service performance.
  • Recruited, hired and trained talented staff to fill vacancies.
  • Supervised daily activities of restaurant and 2 employees.

Implementation Manager

Open To Close
02.2022 - 06.2022
  • Managed client's API connections with various other platforms & services
  • Standard Operating Procedure development and implementation for Technical support and Customer service Team
  • Focused solutions on industry-specific workflow, client base, and protocols, tailoring implementations to client needs.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.

Customer Service Specialist

Realvolve
06.2020 - 02.2022
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Prepared videos for online and remote instruction.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Addressed potential cancellations and offered catered solutions to retain accounts.

Tech Support Associate III

PartnerHero
06.2015 - 06.2020
  • Developed and maintained strategic operational processes, streamlining customer experience and adding value to company.
  • Organized and implemented coursework, oversaw scheduling and monitored attendance through a learning management system.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Education

Associate of Arts - Gastronomy

Escuela De Gastronomía Hernando Moreno
San Pedro Sula, Honduras
12.2018

Skills

  • Customer Service Management
  • Implementation & Customer Success
  • Quality Assurance
  • Client Onboarding and training
  • Documentation Development
  • Training Materials Development
  • Account Administration

Certification

EF SET English Certificate 81/100 (C2 Proficient)

https://www.efset.org/cert/mJe9r4

Timeline

Restaurant Owner

Inversiones Alebrijes S. DE R.L.
07.2022 - Current

Implementation Manager

Open To Close
02.2022 - 06.2022

Customer Service Specialist

Realvolve
06.2020 - 02.2022

Tech Support Associate III

PartnerHero
06.2015 - 06.2020

Associate of Arts - Gastronomy

Escuela De Gastronomía Hernando Moreno

Similar Profiles

CREATE PROFILE
Eduardo Medina