Nov 2016 – Mar 2018 · 1 yr 4 mos · Plano, Texas

• Responsibilities:
• Provide service to customers calling from all over the world, leveraging language skills.
• Delivery of world class customer support to internal and external customers.
• Thorough understanding of product licensing and entitlements.
• Provide phone, email and Web case support to internal and external customers with administrative issues.
• Oversee Support correspondence, ensuring that it reaches the proper recipients.
• Submit RMA requests to logistics partner following government import/export rules.
• Assist customer with RMA shipping and tracking information.

Sep 2015 – Mar 2016 · 6 mos · Dallas/Fort Worth Area

• Description and Responsibilities: Global position with the RMA Team working with all Americas in Portuguese, English and Spanish. Microsoft Office required on my daily activities. Request and update comercial invoices from Purchasing Team; Process and track Special orders from the Team; Conciliate Open RMA reports from the vendors with our internal system; Review and research extra parts; Take care of all requests via Team Mailbox and other RMA related projects as needed as well as escalations from Support Team.

Mar 2015 – Sep 2015 · 6 mos · Dallas/Fort Worth Area

• Supported via phone, email, and ticket tracking software for our international end user's technical problems and service requests; maintained knowledge of relevant products to provide accurate solutions and act as a representative of the Theater Technology team to our customers.

Mar 2011 – Feb 2015 · 3 yrs 11 mos · Dallas, Texas

• Mandatory transition from a work visa (L2) to a spouse visa H4 (H4 visa holders are not allowed to work in the US).
• I am now a naturalized American citizen.

Oct 2008 – Feb 2011 · 2 yrs 4 mos · Round Rock, TX

• Contracted initially through Spherion for nine-month position. Hired permanently in 2009.
• Supported Enterprise Team in Global Command Center (GCC) Operations, managing alerts, mailbox, chat line, and telephone queue.
• Monitored calls received through DCCMT and DellServ (internal work monitoring tools), created by technicians from 36 Latin American countries (including Spanish, Portuguese, and English speakers). Resolved calls according to service-level agreements.
• Responded to requests from technicians and providers for general information, parts information, and cancellations. Communicated with technicians and providers through e-mail, chat, and Instant Messenger.
• Interfaced with Dell’s vendors, such as Unisys and UPS, liaising between them and Dell support and logistics to ensure each customer request was fulfilled in most efficient manner.
• Cross-trained to assist Client Team in learning day-to-day operations, tasks, and tools.
• Monitored outages on Client side and Enterprise side, trouble shooting solutions until the system recovered. Reported findings to leadership.
• Compiled high-visibility reports for management regarding productivity.
• Participated in training new team members on the use of company tools and internal systems, communicating effectively with internal and external customers, and other daily tasks and operations.
• Contributed to projects that helped improve Enterprise business.
• − i.e. Located fail in system that once solved, reduced volume of work load by eliminating manual data entry.

Jul 2008 – Oct 2008 · 3 mos · Austin, Texas Area

• Contracted through Volt Technical Services for temporary position.
• Provided service to customers calling from the U.S., Mexico, and Brazil, leveraging language skills.
• Answered customer questions regarding product specifications, delivery, product differences/ comparisons, price, and more.
• Handled customer complaints about Apple Products.
• Offered an efficient and professional service, focused on client needs. Earned praise from managers and increased customers’ satisfaction, by proof of customer survey feedback.
• Used SAP, Microsoft Office, Internet, and e-mail daily to execute tasks effectively.

Oct 2006 – Jun 2008 · 1 yr 8 mos · Round Rock, TX

• Installations Coordinator (2007 – 2008)
• Contracted through Spherion for nine-month position.
• Initiated installation project in Brazil; connected Brazilian users of high-complexity systems with technicians in the U.S. so technicians could facilitate installations of individualized intricate solutions, including both hardware and software.
• Coordinated Gold customer installation for Dell Brazil through effective and efficient customer interaction and scheduling.
• Resumed responsibilities of Call Director.
• Call Director (2006 – 2007)
• Contracted through Spherion for nine-month position.
• Rendered customer service to clients in Latin America and the Caribbean, using English, Spanish, and Portuguese.
• Used DellServ and Excel spreadsheets to record each customer’s specific information. Re-directed customers to appropriate representative.
• Identified customers’ needs and connected them with the correct department.
• Trained new personnel on Dell systems and customer service methods.