Israel Cedeno

My primary objective as a customer service/technical support specialist is to support the functioning of business operations by adhering to company policies and standard operating procedures. 
I will ensure that an exceptional customer service experience is delivered in a professional and courteous manner while maintaining the highest level of integrity and dedication. 

November 2020 – May 2023
Emerson Cold Chain
Tier 2 Customer Service/Technical Support Specialist

Primary Role: 
Facilitated the escalation of temperature alerts for our domestic and international distribution customers. 
Maintained work records and resolved customer inquiries/concerns via Salesforce. Verified orders and provided packing slips via email to customers. 
Assisted supervisor with the training of new hires.
Coordinated and collaborated with other departments to resolve customer disputes/issues via Outlook/Microsoft Teams/Jira 
Managed services to stream-line shipment monitoring process by organizing and logging data collection of shipping information using Excel. Created and updated standard operating procedures using Microsoft Word and Power Point.
Analyzed and escalated high-level alerts to Tier 3 support team members.
Provided device troubleshooting for customers via Oversight (in-house software) and resolved escalated cases assigned to me by Tier 1 support team. 
Created new accounts, log shipping information, monitored shipping and retrieved data on existing orders for report creation and analysis.
 

08/2016 – 12/2019
University of South Florida
Tampa, FL
Degree: B.A in Communication
Honors: Magna Cum Laude Cumulative GPA: 3.88

08/2015 – 08/2016
Palm Beach State College
West Palm Beach, FL
Major: Education-History
Cumulative GPA: 3.88