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, Honduras12.2018
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