Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Daniel Villamil

Melbourne,VIC

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Overview

4
4
years of professional experience

Work History

End User Support Technician

Scotiabank Business Service Centre
12.2020 - 10.2023
  • Developed strong rapports with end users through consistent communication and effective problem-solving skills.
  • Configured hardware and granted system permissions to new employees.
  • Managed high levels of call flow and responded to user technical support needs.
  • Created detailed documentation of common issues faced by end users to improve self-service resources.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Educated end users on best practices for maintaining system health and preventing future issues.
  • Assisted with updating technical support best practices for use by team.
  • Collaborated with other IT professionals to address complex technical problems effectively.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Maximized user productivity through remote support sessions that identified, diagnosed, and resolved issues without requiring onsite assistance.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Installed, configured and maintained computer systems and network connections.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Reduced response time by creating organized ticketing system to prioritize urgent requests.
  • Assisted end users with software installation, configuration, and troubleshooting.
  • Translated complex technical issues into digestible language for non-technical users.
  • Installed and configured operating systems and applications.
  • Developed and maintained courteous and effective working relationships.
  • Self-motivated, with strong sense of personal responsibility.
  • Developed strong organizational and communication skills through coursework and volunteer activities.
  • Worked well in team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Customer Care Advisor

Scotiabank
11.2019 - 12.2020
  • Exceeded performance metrics consistently, contributing to the team''s overall success.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Communicated with clients regarding account services, statements, and balances.
  • Delivered comprehensive product demonstrations during sales calls or virtual meetings.
  • Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
  • Navigated multiple computer systems and applications to find information.
  • Developed strong rapport with customers, fostering loyalty and repeat business.
  • Assisted customers with product knowledge, facilitating informed purchasing decisions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Provided exceptional service by understanding customer needs and offering tailored solutions.
  • Responded proactively and positively to rapid change.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Assisted call-in customers with questions and orders.
  • Logged call information and solutions provided into internal database.

Education

Associate of Science - System Engineering

Universidad EAN
Colombia
11.2023

High School Diploma -

Colegio Fernando Mazuera Villegas
Colombia
11.2015

Skills

  • Highly Professional
  • System Configuration
  • Computer Diagnostics
  • Service support
  • Technical Troubleshooting
  • Hardware Evaluations
  • Ticket support system management
  • Issue and Resolution Tracking
  • Attention to Detail
  • Teamwork and Collaboration
  • Call Center Operations
  • Interpersonal Skills
  • Active Listening
  • Microsoft Windows and Office
  • Appointment Scheduling
  • Software Installation
  • Remote Technical Support
  • Tracking and Documentation
  • Online Chat Support
  • Customer Service
  • Hardware and Software Configuration
  • Friendly and Patient

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

End User Support Technician

Scotiabank Business Service Centre
12.2020 - 10.2023

Customer Care Advisor

Scotiabank
11.2019 - 12.2020

Associate of Science - System Engineering

Universidad EAN

High School Diploma -

Colegio Fernando Mazuera Villegas

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Daniel Villamil