Dagoberto Antonio Flete Hernandez
Santo Domingo Oeste,Santo Domingo
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
10
10
years of professional experience
Work History
Customer Support for Samsung
Alorica
06.2023 - 02.2025
- Delivered exceptional customer support, effectively resolving complex technical issues and ensuring client satisfaction.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
- Leveraged proven sales methods to increase revenue and surpass sales objectives.
- Exceeded sales targets through effective territory management, account planning, and sales execution.
- Increased sales performance by training and mentoring sales staff on effective selling techniques.
Support Technician
Visionary Solutions Inc
08.2022 - 02.2023
- Provide technical support assistance for security cameras and DVR systems
- Guide customers through troubleshooting steps to resolve customer's issues and needs
Retention Agent For Comcast Billing
Teleperformance
08.2021 - 08.2022
- Offered products and services to meet customers' needs and goals
- Provide Information about customer's billing cycle
- Provided solutions, recommendations and replacements with empathy and positive feedback
- Process payments, refunds and credits
- Documented detailed notes in CRM system to track customer interactions
- Addressed customer concerns and complaints and resolved issues promptly
Billing Agent for Publishers Clearing House
CCD Care
07.2018 - 08.2021
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints and issues providing insightful solutions
- Process payments refund and credits
- Provide balance request and answer billing questions
- Provide general information about the company and their products
- Make and cancel orders
Support Technician
Alcaldia del Distrito Nacional
10.2014 - 06.2018
- Maintained computer systems and acted as support for end user problems
- Evaluated, tested and resolved problems with hardware and software in systems
- Offered feedback on system operation to help develop modifications and reduce user problems
- Created simulations of user problems to recreate issues and resolve operating difficulties
- Addressed system and user issues and identified solutions
- Researched new updates, products and changes to best practices
- Prepared software or hardware evaluations, recommending improvements or upgrades
- Removed broken or outdated hardware, replacing with new parts to achieve desired level of performance
Education
Systems Audit Postgraduate - IT
Universidad Dominicana O&M
Systems Engineering - IT
Universidad Dominicana O&M
CCNA Certification - Network
UNAPEC
Skills
- Zendesk
- Ticket systems
- SAAS
- CRM Systems
- Google Suite
- Microsoft Office
- Office 365
- Avaya
- Five9
- Elastix
- Issabel
- Application support
- Network testing
- Troubleshooting
- Data processing
- Support end-users
- Resolve technical problems
- Task prioritization
- Verbal communication
- Planning
- Creative thinking
- Teamwork
- Problem-solving
- Continuous improvement
- Performance optimization
- System troubleshooting
- Data analysis
- Identify requirements
- Analytical thinking
- Customer relations
- Administration of Security Softwares
- Antivirus
- Firewalls
- VPNs
- Manage Virtual Machines
Languages
Spanish
English
Timeline
Customer Support for Samsung
Alorica
06.2023 - 02.2025
Support Technician
Visionary Solutions Inc
08.2022 - 02.2023
Retention Agent For Comcast Billing
Teleperformance
08.2021 - 08.2022
Billing Agent for Publishers Clearing House
CCD Care
07.2018 - 08.2021
Support Technician
Alcaldia del Distrito Nacional
10.2014 - 06.2018
Systems Engineering - IT
Universidad Dominicana O&M
CCNA Certification - Network
UNAPEC
Systems Audit Postgraduate - IT
Universidad Dominicana O&M
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