Lincoln Bradley Solares

Work History

EVERISE

10.2020 - Current

Customer Care Representative is responsible for providing outstanding service, acting as the primary point of contact for customers regarding products and services related to client programs.
As well is in charge to provide callers with thorough service that builds relationships, resolves issues and increases overall trust and satisfaction in client’s products and services.
Professionally handle a high volume of incoming calls.
Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above.
Ability to utilize and navigate multiple systems simultaneously.
Be dependable and meet all attendance requirements.
Resolve customer issues via one call resolution guidelines and/or escalated process.
Meet or exceed company and client performance metrics.
Maintain a balance between company policy and client benefit in decision making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Responsible for call disposition or compiling and generating reports as required.
Ability to accept and embrace changes within the current business environment.

MICRO FOCUS

Heredia, San Jose

01.2019 - 03.2020

Employee responsible to handle cases generated by DREAM (Alerting System) as well as cases created by clients directly.
The level of complexity on this job is quite high since all support is done from a terminal, so it requires enough knowledge to be able to just do the basic tasks.
Also, you can find my responsibilities below.
Diagnosis and repair of incidents within the Digital Safe environment.
Provide regular reporting on incident status.
Manage & report hand-over of incidents as part of critical situation management and a follow-the-sun support model.
Regular major incident management of major critical issues known as SEV1.
Communication to the client and to internal teams in relation to incident ticket first response and provide on-going updates in line with internal targets.
Manage information by ensuring ticket notes are kept up to date and are complete.
Plan & organize changes within the Digital Safe environment.
Participate in the culture of continual service improvement within the Digital Safe operations team, including communicating regularly with team members, being actively involved in resolving issues, and looking for / driving opportunities for process improvement.

FISERV

08.2016 - 01.2019

Associate responsible to respond to customer inquiries received via telephone, email, web chat or correspondence.
Handle moderately complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem.
Providing and high-class support experience to very demanding customers for the Architect product.
Among my tasks are: multitasking and managing multiple products on multiple systems, always using strong and analytical thinking to be able to provide resolution to problems, handling changeling customers on difficult situations, daily interactions with SQL, Java, .Net and other programing languages and troubleshooting modules part of Architect on a daily basis.

TEK-EXPERTS

12.2014 - 08.2016

Employee responsible for support cases of various products, support chats too, handling customers of great importance for HP, assisting coworkers, providing excellent support to customers, providing quick technical response, managing difficult customers and providing support through remote sessions such as WebEx services.

TELEPERFORMANCE

07.2013 - 04.2014

Technician responsible for handling support cases of this product for BlackBerry, as well assisting the new employees with the learning process, maintaining the quality of the support, providing a good support experience to big companies as well of assisting with management tasks.

AMAZON

11.2011 - 07.2013

Specialist responsible for maintaining the product quality, providing support kindle customers, providing a good customer experience, team management activities and training activities.
As well I had the opportunity to manage basic activities of my team activities such as schedules, coverage of the support, permissions requests, also was a temporal back up manager during the high peak season of Amazon, which involved assisting on management tasks from a team.