Ezekiel Pomarejos

• Provided technical assistance to users, addressing hardware and software errors.
• Conducted routine maintenance on systems to ensure optimal performance.
• Documented support interactions for knowledge base improvement and future reference.
• Assist Card Reader setup like Verifone, Pax, Ingenico etc.
• Assisting customers with their hardware setup like printers, Kitchen Display, Cash drawer, Scanners, etc.
• Provide timely and efficient technical support for POS systems, ensuring customer satisfaction and minimizing downtime.
• Conduct remote troubleshooting and maintenance as needed.
• Assisting business owners and employees Portal Navigation & Account Management.
• Help create and maintain technical documentation, knowledge base articles, and training materials for customers and internal teams.
• Communicate with customers through Email, Phone and Chat,
• Serve as the first point of contact for all IT-related issues, including hardware, software, and network problems

• Expertly troubleshoot technical issues to ensure seamless

customer experiences.

• Proficiently pitch sales, driving customer engagement and

increasing

conversion rates.

• Achieved measurable results by merging tech solutions with

sales strategy

•Troubleshoot and resolve hardware and software issues, such

as network connectivity, hardware, and app performance.

•Collaborate with customers to identify issues and assist them

in troubleshooting procedures.

•Log all customer interactions and resolutions in the ticketing

system for reference and accuracy.

•Place difficult problems before the relevant teams and check

on them until they are resolved.

•Perform remote maintenance and troubleshooting whenever

necessary

• Performed root cause analysis in-depth and initiated

corrective action to avert customer issues recurrence.

• Researched and owned customer-created issues across all IM

products, applying critical thinking to decide resolutions and

escalating to the relevant Customer Care team or business area

if first-touch resolution was not possible.

• Responded to different teams and answered customer

queries in a timely and professional fashion.

• Proficient in creating, processing, and managing invoices with

accuracy and attention to detail

• Skilled in preparing and sending professional quotations to

clients, ensuring alignment with project scopes and pricing

guidelines

• Ensured timely billing and followed up on outstanding

payments, contributing to smooth financial operations

• Developed positive working relationships with people in the

company and communicated assertively regarding matters or

issues when needed.

• Handled cases professionally, keeping the established service

level agreements (SLAs) in place.

• Sound data collection and reporting to both internal and

external stakeholders.

• Established and developed strong customer relationships,

building loyalty and satisfaction.

• Managed Iron Mountain's B2B accounts, and responded to

emails and

directing client outreach.

• Oriented new employees, such as training and mentoring.

• Underpinned project cleanup initiatives, enhancing

operational

efficiency.

• Contributed to the Escalation Team, handling crucial issues for

special projects.

• Demonstrated sales pitching and customizing offers to suit

customers' requirements

Troubleshoot technical issues and provide solutions.

•Manage customer accounts, including creation, suspension,

and closure.

•Provide accurate information regarding T-Mobile products

and services.

•Handle customer complaints, resolve issues, and follow up.

•Build trusting, strong relationships with customers.

•Achieve sales targets and handle call handling needs.

•Adhere to communication policies, guidelines, and rules.

•Respond to customer feedback, both negative and positive.

•Install, alter, and make minor adjustments to mobile

hardware and mobile software systems.

•Keep the system operational by exercising parts.

•Collaborate with external vendors in resolving issues.

• Top agent of 1st Quarter of 2023.

• Cluster top agent for 2023

• Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
• Delivered exceptional service by understanding customer needs and providing tailored solutions.
• Managed high-volume calls while maintaining quality standards and ensuring customer satisfaction.

• Operated production machinery to ensure efficient and consistent product output.
• Monitored quality control processes to maintain high standards in manufacturing operations.
• Collaborated with team members to troubleshoot equipment issues, minimizing downtime.
• Conducted routine maintenance on machinery to enhance operational efficiency and prevent breakdowns.

• Resolve customer complaints and issues, including late

deliveries, incorrect orders, and quality concerns, with a

focus on customer satisfaction.