Luis A. Del Valle Betancourt
4447 Harts Cove Way
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
L Services Inc
09.2020 - 07.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Financial Activities
- Technician
Telecommunications Technician
Spectrum Cable
09.2016 - 07.2020
- Installed and configured new devices and system components.
- Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Collaborated with other technicians to troubleshoot and resolve technical issues.
- Reduced downtime with regular maintenance of telecommunications equipment and infrastructure.
- Managed and prioritized customer service requests to achieve prompt resolution.
- Responded to service requests during and after business hours.
- Enhanced customer satisfaction by providing timely technical support for telecommunications services.
- Provided training to customers to enhance use and understanding of network systems.
- Participated in continuous learning opportunities to stay current on industry trends and advancements, ensuring top-quality service delivery.
- Maintained accurate documentation of all installations, repairs, and inspections for easy reference in future troubleshooting efforts.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Performed quality assurance on systems to confirm optimal performance.
- Trained junior technicians on proper installation techniques and troubleshooting procedures, ensuring consistent service quality across the team.
Telecommunications Technician
Cox Cable
09.2013 - 09.2016
- Installed and configured new devices and system components.
- Efficiently troubleshot fiber-optic connections resulting in quicker restoration of services following outages.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
- Networking
- Computers
- CCTV, Alarms and Cameras Installation
- Customer Services
- Field Supervisor
Education
Associate Degree - Business Administration
Universidad Ana G. Mendez
San Juan, PR05.2012
High School Diploma - High School
Colegio Santa Cruz
Trujillo Alto, PR05.2009
Skills
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Customer Relations
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Cash Handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Effective workflow management
- Exceptional telephone etiquette
- Relationship Building
- Call Center Management
- Account Management
- Staff Training
- Positive and Constructive Feedback
- Training and coaching
- Project Management
- Skilled trainer
- Call Center Operations
- New Hire Training
- Proficient in Software
- Continuous Improvement
- Product and service solutions
- Call Monitoring
- Loss Prevention
- Audit Support
- Social Media Monitoring
- Technical Support
- Training programs
- Team Leadership
- Computer Skills
- Teamwork and Collaboration
- Professional and Courteous
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Manager
L Services Inc
09.2020 - 07.2024
Telecommunications Technician
Spectrum Cable
09.2016 - 07.2020
Telecommunications Technician
Cox Cable
09.2013 - 09.2016
Associate Degree - Business Administration
Universidad Ana G. Mendez
High School Diploma - High School
Colegio Santa Cruz
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