SERGIO TORRES
El Mirage
Summary
Grear providing comprehensive solutions to customer queries and concerns. Skilled in employing strategic problem-solving techniques, ensuring efficient resolution of issues while maintaining high levels of customer satisfaction. Strengths include strong communication skills, ability to adapt quickly to new technologies, and commitment to delivering exceptional service. Familiar with most security systems and I like to contribute towards fostering positive customer relationships through proactive support and empathetic understanding of customer needs.
Overview
3
3
years of professional experience
2001
2001
years of post-secondary education
Work History
Alarm tech /Customer Solutions Advisor
ADT Security
Phoenix
03.2023 - Current
- Experience with wisenet nvr alarm.com systems ,dsc,qolsys and honeywell systems along hikevision hanwa systems also eagles eye systems . Troubleshooting systems and great with Assisted customers with product selections and service inquiries and programming control panels wiring components conducting routine system inspections .pulling permits for fire codes as well as site surveys and educating customers on system operations and knowledge
- Educated clients on security system features and benefits.
- Resolved customer issues through effective communication and problem-solving.
- Provided technical support for security system installations and troubleshooting.
- Conducted follow-up calls to ensure customer satisfaction and retention.
- Trained new employees on company policies and customer service techniques.
- Participated in regular meetings with management team regarding current projects or initiatives related to improving the overall customer experience.
- Conducted research into inquiries received from customers that required additional information or clarification.
- Collaborated with colleagues across departments to resolve complex issues encountered by customers.
- Provided technical support and customer service assistance to customers via telephone, email, and online chat.
- Processed orders accurately while providing excellent follow up with customers.
- Resolved customer complaints quickly and efficiently while ensuring customer satisfaction.
- Analyzed data from multiple sources to identify trends in customer feedback and determine areas of improvement.
- Tracked progress of open cases until resolution was achieved or escalated when needed.
- Documented processes for effective communication between team members across various departments.
- Utilized problem-solving skills to assess customer needs and provide solutions accordingly.
- Created detailed reports on customer service metrics for management review.
- Advised customers on options available to them based on their individual needs or requests.
- Assisted in training new employees on company policies and procedures related to customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Collected deposits or payments and arranged for billing.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Updated system with order specifics and customer details, preferences, and billing information.
- Contacted customers about potential service upgrades, new services and account changes.
Education
Liberty Elyue
Texarkana, TXSkills
- Tech support
- Alarm system installation
- System troubleshooting
- Security system programming
Languages
English
Professional
Spanish
Professional
Timeline
Alarm tech /Customer Solutions Advisor
ADT Security
03.2023 - Current
Liberty Elyue