Jeffrey Perez
Los Angeles
Summary
Customer service professional with solid history of enhancing customer experiences through effective communication and problem resolution. Known for collaborating with team members to achieve goals and adapting to shifting demands. Expertise includes call handling and conflict resolution skills, valued by employers.
Overview
16
16
years of professional experience
Work History
Call Center Agent 1
Toshiba Business Solutions
02.2025 - Current
- Provided excellent customer service by addressing inquiries, resolving complaints, and offering product information
- Assisted customers with troubleshooting technical issues over the phone, resulting in a decrease in escalations to the technical support team
- Consistently met or exceeded individual performance metrics including call quality, average handle time, and customer satisfaction ratings
- Maintained a positive attitude during challenging interactions with upset or irate customers, de-escalating situations effectively
- Managed difficult or emotional customer situations professionally while maintaining empathy and building rapport with callers
Field Supervisor
Circle MSP
09.2023 - 01.2025
- Performed routine maintenance and repairs on copier machines, ensuring optimal performance and minimizing downtime
- Diagnosed and resolved hardware and software issues with copier machines, utilizing technical knowledge and troubleshooting skills
- Installed new copier machines at client sites, ensuring proper setup and functionality
- Provided training to clients on how to operate copier machines effectively, improving user satisfaction
- Responded promptly to service calls from clients regarding copier machine malfunctions or errors
- Maintained accurate records of all service calls, including details of the issue, actions taken, and parts used for future reference
- Ordered necessary replacement parts for copier machines in a timely manner to ensure quick resolution of issues
- Conducted regular inspections of copier machines to identify potential problems before they escalated into major breakdowns
- Worked closely with manufacturers' technical support teams to troubleshoot complex issues beyond standard procedures
- Kept up-to-date with industry trends and advancements in copier technology through continuous learning initiatives
Copier Service Technician
Copier Specialist
05.2020 - 09.2023
- Performed routine maintenance and repairs on copier machines, ensuring optimal performance and minimizing downtime
- Diagnosed and resolved hardware and software issues with copier machines, utilizing technical knowledge and troubleshooting skills
- Provided training to clients on how to operate copier machines effectively, improving user satisfaction
- Responded promptly to service calls from clients regarding copier machine malfunctions or errors
- Maintained accurate records of all service calls, including details of the issue, actions taken, and parts used for future reference
Copier Service Technician
Business Complete Solutions
11.2017 - 05.2020
- Ordered necessary replacement parts for copier machines in a timely manner to ensure quick resolution of issues
- Conducted regular inspections of copier machines to identify potential problems before they escalated into major breakdowns
- Implemented preventive maintenance schedules for copiers to minimize the risk of unexpected failures or malfunctions
- Assisted in the installation and configuration of network-connected copiers for seamless integration into client's IT infrastructure
- Worked closely with manufacturers' technical support teams to troubleshoot complex issues beyond standard procedures
Entry Level Technician
IOTEC
02.2013 - 12.2016
- Performed routine maintenance and repairs on copier machines, ensuring optimal performance and minimizing downtime
- Diagnosed and resolved hardware and software issues with copier machines, utilizing technical knowledge and troubleshooting skills
- Responded promptly to service calls from clients regarding copier machine malfunctions or errors
- Maintained accurate records of all service calls, including details of the issue, actions taken, and parts used for future reference
Lead Ramp Agent
Menzies Aviation
08.2010 - 01.2012
- Safely lift, load, unload and transport baggage, mail, and cargo from aircraft to airport
- Maintain on-time connections by guiding aircraft to and from gate positions
- Protect baggage and other equipment from damage, loss and weather conditions
- Drive and operate ground equipment, such as tugs, cargo carts, service trucks, and belt loaders
- Assist with record-keeping and documentation to ensure correct routing of baggage
- Adhere to safety guidelines and maintain safe working conditions for yourself and others
- Communicate with managers and lead agents to manage daily schedules
- Report equipment problems and breakdowns to facilitate fast repairs
Ramp Agent
A.S.I.G
08.2009 - 07.2010
- Coordinated aircraft arrivals and departures, ensuring timely baggage handling and aircraft servicing.
- Monitored ramp activities to maintain safety standards and compliance with regulations.
- Trained new team members on operational procedures and safety protocols, enhancing team efficiency.
- Oversaw luggage loading and unloading processes, minimizing damage and improving turnaround times.
Education
No Degree - Office Machine Repair
Franklin Career College
Norwalk, CA05-2012
High School Diploma -
South Gate High School
South Gate, CA06-2009
Skills
- Call center operations
- Customer communications
- Team development
- Verbal communication
- Bi Lingual
Languages
Spanish
Native or Bilingual
Timeline
Call Center Agent 1
Toshiba Business Solutions
02.2025 - Current
Field Supervisor
Circle MSP
09.2023 - 01.2025
Copier Service Technician
Copier Specialist
05.2020 - 09.2023
Copier Service Technician
Business Complete Solutions
11.2017 - 05.2020
Entry Level Technician
IOTEC
02.2013 - 12.2016
Lead Ramp Agent
Menzies Aviation
08.2010 - 01.2012
Ramp Agent
A.S.I.G
08.2009 - 07.2010
No Degree - Office Machine Repair
Franklin Career College
High School Diploma -
South Gate High School
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