Jake Fuentes

-Promoted to Team Leader role, leading a Tier 2 support team handling complex customer and technical issues for the Orangetheory Fitness account.
- Monitored daily performance metrics and provided coaching sessions to drive individual and team improvements.
- Facilitated team huddles, knowledge sharing, and up-training to align with evolving business processes.
- Collaborated with SMEs, Leaders and OFFSHORE Team to escalate system issues and improve workflow efficiency.
- Ensured high quality and compliance by conducting side-by-side audits and giving timely feedback.
- Supported new hires with onboarding and provided shadowing support during ramp-up phase.

• Provided end-to-end technical support to a diverse client base, resolving hardware and software issues.
• Collaborated with cross-functional teams to troubleshoot complex network problems and implement effective solutions.
• Assisted clients remotely through phone, email, and live chat, ensuring prompt and satisfactory issue resolution.
• Maintained accurate incident logs and generated reports to track support activities and identify recurring issues.
• Provided technical support to end-users, addressing their concerns and offering guidance on network-related issues.
• Collaborated with other IT professionals to implement best practices for network security and compliance initiatives.

• Handled about 20 requests and complaints a day and rectified 100%.
• Troubleshoot approximately 20 Automobile and Home Radio Satellite services a day.
• Fixed customer logins, and assisted in registering and resetting.
• Set about 20 appointments a day with Case Management for follow-ups.
• Navigated through a complex set of issues and problems to find a sufficient solution.
• Sorted out issues in an average time of 10 minutes.
• Ensured all occurrences are resolved and properly documented.

• Evaluated customer data to identify and prevent fraudulent activities.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Produced detailed reports of fraud investigations and presented findings to senior management.
• Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
• Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.

• Proactively cold-called leads to establish new relationships, promote services and increase sales.
• Answered and dealt with 150 customer questions per day, regarding sales, customer orders, and product queries.
• Followed up customer calls with further information or instructions when necessary.
• Support with outbound calls to customers about specific sales and marketing promotional campaigns.
• Identified and pursued opportunities to upsell company products and services.
• Recorded details from customer communications on CRM.