DANIEL CABRERA
Windsor,ON
Summary
- Experienced Technical Support Specialist with a proven track record in providing comprehensive B2B client support for software solutions mainly SaaS. Demonstrated proficiency in issue resolution, resource utilization, and cross-functional collaboration. Eight years in the technical support industry, encompassing roles from technician to Team Leader and Team Manager, where I excelled in managing KPIs and fostering agent career growth. A quick learner with a passion for continuous technical knowledge acquisition, coupled with a strong foundation in critical thinking and problem-solving. Adaptability and Rapid Learning: Exceptional ability to adapt to new environments, technologies, and challenges, coupled with a strong aptitude for rapid learning, ensuring quick integration into dynamic work settings.
- Collaborative Team Player: Adept at fostering a cohesive team environment, valuing collective goals and contributing to group success while maintaining a positive and collaborative attitude.
- Effective Team Leadership: Proficient in guiding and supervising technical support teams, fostering collaboration, and optimizing performance to meet and exceed KPIs. Successfully led teams as a Team Leader and Manager, nurturing agent career growth while ensuring cohesive teamwork and exceptional customer service delivery.
Overview
8
8
years of professional experience
Work History
Technical Support Specialist
Fiix by Rockwell Automation
05.2022 - Current
- (Remote)
- Read logs and replicate issues in instances to document and find root cause of bugs/issues related to SaaS to either resolve by following guidelines or escalate to developers
- Give best solutions to clients looking for special reports, resolve how to and complex questions for clients by using SQL and report construction on a SQL based GUI
- Design and customize Google Looker dashboards and looks, meeting client requests for detailed data analysis
- Troubleshoot API calls with postman
- Resolve issues with API calls into the database
- Search for issues on Datadog, Postmaster and others to resolve issues found in the subdomains
- Empower customers to get the most out of our products by developing and sharing best practices to increase customer ROI
- Be a source of internal escalation for the support teams and resolve internal questions
- Create Jira, Salesforce projects/tickets for internal teams.
- Closed 1700+ tickets per year
- Achieved 99.5% customer satisfaction
- 56.5 hours average resolution time.
Client Support Specialist
Concentrix
01.2022 - 05.2022
- Delivered thorough customer support, analyzed needs, resolved issues, documented interactions, and collaborated across teams to ensure excellent service
- With a strong commitment to delivering solutions, consistently aimed to exceed customer expectations.
Senior Client Support Specialist
Blackboard, Inc / Anthology
08.2019 - 01.2022
- Remote)
- Solved and redirected urgent issues such as sites offline/outages and/or major environment issues by coordinating different parties involved such as networking/database/webtech teams
- Read logs and replicated issues in instances to document and find root cause of bugs/issues related to SaaS to either resolve by following guidelines or escalate to Tier 2
- Provided comprehensive training and coaching for new support specialists, guiding them from their initial day through the first two months of production
- Generated SQL queries (utilizing both Postgres and Oracle SQL Developer) in response to client requests, facilitating database modifications and fulfilling reporting requirements.
Team Manager
Sutherland
02.2019 - 06.2019
- Enhanced new team's KPIs monthly, including Quality, CSATs, and response time
- Conducted monthly performance evaluations, coaching team members for improved quality and motivation, addressing deficiencies to maximize productivity.
Team Lead
Sutherland
11.2017 - 01.2019
- Increased quality KPIs by addressing employee or workflow issues directly and implementing timely solutions
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
Client Support Specialist
Sutherland
05.2016 - 10.2017
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions, and implementing best solutions
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Skills
- Excellent Software Proficiency:
- Profound expertise in a range of software tools including Office Suite, CRM systems (Salesforce, Zendesk), SQL databases (Oracle SQL Developer, PostgreSQL, MySQL), Windows OS, project management with Jira, operations management with Opsmart, and data monitoring with Datadog
- Technical Troubleshooting
- Customer Support
Timeline
Technical Support Specialist
Fiix by Rockwell Automation
05.2022 - Current
Client Support Specialist
Concentrix
01.2022 - 05.2022
Senior Client Support Specialist
Blackboard, Inc / Anthology
08.2019 - 01.2022
Team Manager
Sutherland
02.2019 - 06.2019
Team Lead
Sutherland
11.2017 - 01.2019
Client Support Specialist
Sutherland
05.2016 - 10.2017
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