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Succes Manager-Tech Support-English Instructor- Customer Service (Nicaragua)

available mornings
education completed: high school/GED

With over 20 years of experience in call centers in the US, I'm looking for a permanent position working from home or in a location in Nicaragua

WILLIAM J. MARTINEZ

59184320
47684768
show contact info USA
.
EXPERIENCE: 8/2019- Present Accedo Technologies- Success Manager
Assisting clients for one of America's biggest recruitment database company; CareerBuilder. Clients includes recruiters in various industries, from staffing agencies to small businesses and companies. I explain the use of CB's different tool such as their Résumé Database or how to post jobs to the site itself. I also assist in renewal and question regarding their contracts. 6/2019-Present Keiser University Latin American Campus- (San Marcos, Carazo, Nicaragua) English Instructor
Teaching level 11-12 to Spanish native speakers ages 10-18. In engaging the class I must do Classroom development, lesson planning and rubrics to engage the children. I emphasize in growing the students' writing, oral and analytical skills for a them to have a well-rounded immersion in the English language. Currently working on getting ELT certification in conjunction with Keiser Latin American Campus, San Marcos and Hunter College in New York, NY. 6/2018-2/2019 Trisource International- (Outsourcing Company Based in Valencia, California) Working in their call center in Managua, Nicaragua. Tech Support Level 1· European-based company (SES) which designs and markets electronic shelf labeling systems for food and non-food retail industries. These are electronic tags that are easily labeled and incorporated via a web-based integration. Mainly assisting clientele in US, Canada and Mexico. Duties include monitoring equipment, making sure that the mainframe is operational in stores. If not calling and having client trouble shoot if the equipment is offline. Making sure that data has successfully been integrate to the tags. Escalating tickets accordingly when either equipment is still offline after troubleshooting or if data hasn't been integrated into their systems.
8/2011 8/2011 -3/2018 3/2018 AirwavesAirwavesAirwaves Airwaves AirwavesAirwaves Inc.Inc. ShermanSherman Sherman Oaks, Oaks, Oaks, CA Technical CA TechnicalCA TechnicalCA Technical CA Technical CA TechnicalCA Technical CA Technical Support·Support· Support· Support·Support· Rental Company, that mainly does radios (Walkie Talkies) for the entertainment industry. Duties include, soldering and repairing parts, testing the frequency, testing for volume clarity, cleaning the radios, charging batteries. Also testing and cleaning accessories for the radios (i.e. headsets). Assuring shipments (i.e. pickups and cost of couriers FedEx and UPS).
12/10-7/11 Cardtronics. Houston, TX Customer Service Representative· Monitoring and updating work orders for ATM's across the United States that need and are in the midst of being repaired. Opening service calls per merchants and card users that are experiencing issues with the ATM's. Cardtronics is one of the leading ATM providers in the United States with more than 33,000 ATM's across the country.
4/2006 - 7/2010 Entertainment Partners Burbank, CA Technical Support / Product Support Representative · Provided technical support to internal staff, and external customers through web interface, via email and phone. Documented client interactions in the issue tracking system, Customer Relationship Management (CRM) module. Provided guidance to team members researching technical issues. Researched, verified and generated detailed defect reports. Worked with development, testing and documentation teams during product development cycle to ensure quality control. Worked with Product Manager to develop a personalized employee development plan that included training and project assignments that enhanced product knowledge and general business. Programs/Products supported: Scheduling: Java based software that allows the user to schedule a full production plan, for their Television and Film projects. Budgeting: Java based software that allows the user to calculate accurately the budget for their Television and Film projects. Virtual Production Office: This was a web-based site that allows determined users to review posted documents and to update documents; such as updated scripts, budgets, cost reports. These products were operated on the following OS’s: Windows XP, Windows Vista, Windows 7, Mac 10.4, 10.5 and 10.6. Duties also included: Assisted clients with updating the software versions and with the redeployment of the programs. Also assisted whenever the client’s computer environment had changed. Assisted with the privilege configuration of the proper administrative rights for the folders where the programs existed on their computers. Determined any corruption of data of files that were created by using the programs, analyzed and tested software packages in various scenarios. Resolved issues related to the corruption of files.
2004 –2006 Exact Staff Inc. Woodland Hills, CA Technical Support / Customer Support Assignments included · Signature Card Services Customer service for a merchant card services company. Assisted merchants with questions about their terminal usage, bank deposits, processing fees. Also updated merchant’s information such as: address changes or corrections, doing business as (DBA) certification, and updated bank depositing information. E-Merchant Club a web hosting company for the tech support department, assisted website owners make changes onto their websites using basic knowledge of HTML, and reported problem to the correct department. Also took payments, updated member information for billing purposes and advised in the administration of their websites among the various tasks. Also assisted them with their merchant account applications and with possible issues with it (credit card payments not going thru or application status). Personal assistant to the Director of the Americas to the Los Angeles Convention and Visitors Bureau. Created reports in MS excel and MS word and created presentations in MS Power point. Coordinated schedules and the shipment of materials for trade shows in the US and Latin America. Responded to incoming emails. Translated reports for dissemination purposes from Spanish and Portuguese into English (Utilizing web base applications in the translation). Tele Tech outsourcing company that mainly does projects for major companies catering to their technical support needs. Worked on the Accenture project. This involved assisting SBC Global
subscribers with the initial installation of their DSL modems. Opened tickets through Customer relationship management (CRM) for tracking. Escalated subscribers to second tier technical support if problem was not fix within the first customer contact.. Dispatched service and installation technicians for a telecommunications company. Corporate Telecom is a company that installs and maintains telephony equipment for commercial and residential customers in the Southern California area. 6/2002 - 3/2004 · Time Warner Cable. Chatsworth, CA Dispatcher· Managed technician routes ensuring customer commitments were met (i.e.: install and service calls). Assisted field personnel with completing scheduled appointments within designated time frames, contacting appropriate technicians to resolve system/plant outages, by following established procedures. Contacting customers to confirmed scheduled appointments and verify plant up when outages were reported fixed.
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