L U I S E. V A L L E
Avenida Agricola 2701 Interior #7, Parques de Santa Maria Tlaquepaque Jalisco Mexico
Direct Line: +52 331 872 2255
Skype: luisvalle1227, Email: [email protected]
https://mx.linkedin.com/in/luiguivalle
l Award-winning Consultant whose career with T-Mobile U.S.A, has been
distinguished by quota-surpassing numerous times.
l Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction bottom line.
l Excellent negotiator and closer quickly establish rapport, build credibility and cultivate lasting relationships with major accounts.
l
MS office package l Technical Support l Active Directory, Remote
(Intermediate) Helpdesk Connection, VPN.
l Teambuilding & l Six Sigma Green. l SAP, Kronos, Oracle, Avaya,
Supervision l Spreadsheet & Database Meeting, Event Planning
l Staff Development Training l Policies & Procedures l Expense Reduction
Experience
·
TATA Consulting Services, Help Desk Analyst From: Aug. 2018 To Present
· Provided Cisco/Juniper Routers support in the NOC (Network Operations Center)
Managed Windstream Business customer’s network, element alarms, fault analysis, trouble isolation, circuit testing, outage reporting, notification, and escalation.
· Initiated, updated, tracked, and closed trouble tickets on alarmed hardware and software circuit fault isolation using remote test equipment.
· Resolved customer network issues in Remedy or Netcool on Cisco issues (utilizing the show commands)
· Cisco/Juniper M Router Troubleshooting, Routing Protocols (BGP, EIGRP, OSPF, VLANs, NAT, ACL, STP), CSU/DSU, MUXES, Dmarc, SmartJack, VOIP, and Data Circuit troubleshooting
· Knowledge of PE, T3, T1.
HP Inc. Source Sales Website Service Desk. From:March 2013 to April 2016
• Customer Facing Support for HP Source Sales Partners Request Inquiries in the East Coast region of the U.S.
• Supported day-to-day post-sales order transactions (credits, returns, order entry) and reporting of – customer issues, including resolution of issues; handles a limited number of highly complex issues.
• Established and maintained systems that provide solutions to Partners questions and problems. Reports new or recurring problems to SharePoint.
• Handled a limited number of East Region Partner Accounts, • Analyzes and responds to operational, productivity, and/or customer satisfaction data.
Teletech; T-Mobile USA Service Desk Team lead: Jul. 2009 to Feb. 2013
Over 4 years of Supervisory and Administrative experience in a fast-paced environment. Possess strong team leadership, motivational, and coaching skills. Ability to lead and motivate employees. Set up performance goals to meet efficiency levels, and quality assurance Standards.
Created and Implemented new customer service training program for new hires.
High volume technical call center environment providing end user phone support in troubleshooting software and hardware problems, network connectivity issues, active directory, Apple support, Android support.
· Implemented new customer service policies and procedures for teams, increasing productivity 25%, Outstanding technical skills in trouble shooting and repair.
Excellent customer relations and communication skills
Ability to work on shifting schedules and work under minimal supervision.
Repeatedly promoted during 4-year tenure with Teletech, culminating in current responsibility for coordinating all floor functions and supervising a team of 15 Service Desk technical professionals.
Results:
l Developed efficiency-enhancing workflow/process Improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions.
l Decreased (KPI) (IOCR) and (CRT) 40% by implementing needed control tool usage, and standardizing structure of calls procedures.
College of the desert Palm Desert California
Academic Diploma: Associates Degree In Business Management.
Spanish Native
English Native