Marvin Alexei Sandoval Sabillon

Contact Information Residence: Colonia Los Alamos, sector los Establos, Apt. #1 Mobile: - Skype:-E-mail:-ID:- Linkedin: https://www.linkedin.com/in/marvin-sandoval-45897b118/ OBJECTIVES To gain business acumen and professional growth. Apply my experience and skills to help achieve and fasten the company’s production and growth. EDUCATION Bachelor in Science (Academia Americana 2003) • School • High School Certifications • Advanced Executive Internet Certification, FUNADEH. • Advanced Networking Certification, FUNADEH. • Customer Service Standards Certification, Stream Global Services. • Leadership Academy CLC Certification, Convergys. • Leadership, Effective Communication Standards and Human Relations Certification, Dale Carnegie. • Leadership Certification for Managers and Supervisors, Dale Carnegie. • Comprehensive Training for Integral Competitiveness, Pro Cinco. HIGHER EDUCATION San Pedro Sula University (USAP) • BA in Graphic Design. SKILLS • Bilingual 100% written & spoken. (Spanish - English) • Excellent Handling of Microsoft Office packages. • Superb Customer Service & Human Relations Skills. • Excellent Personnel Management Skills. • Excellent Knowledge on Technical assistance through Virtual Private Networks. • Expert Computer Troubleshooting, Diagnosis and Maintenance Skills. (Hardware/Software) • Can handle very well under pressure. • Excellent teamwork ability. • Fast logic & understanding skills. • Excellent analytical abilities. EXPERIENCE • Computer & Laptops Assessment, Maintenance & Repairs (2003 – Current Date – Independent Free Lance Job.) • G e n e r a l S a l e s M a n a g e r (2006 – 2010) FERRYMAS (Boulevard del Sur, Prado Alto, 12calle, 8 ave.) • C a l l C e n t e r R e p r e s e n t a t i v e (November 14 2011 – January 15 2012) StarTek / T-Mobile (Altia Business Park.) • Customer Service Representative/ Customer Representative Technician / Tier 2 S u p e r v i s o r G r o u p / M e n t o r G r o u p (February 27 2012 – November 16 2012) • T e a m L e a d e r / M a n a g e r o n D u t y (February 25 2013 – March 13 2015) Stream - Convergys / SiriusXM (Altia Business Park.) • S e n i o r I T A n a l y s t (August 01 2015 – March 1 2016) INERGEX – TREC GLOBAL / Great Batch Medical (WFH) • S t r a t e g i c B u s i n e s s D i r e c t o r (March 01 2016 – August 16) HBST - TREC GLOBAL (WFH) • P r o d u c t S p e c i a l i s t (August 16 2016 – May-CA / AMD – PDP - Xiro (WFH) Job Function & Description FERRYMAS • In charge of the Company’s buys, sales & product inventory. • In charge of scouting for construction projects to provide them with the company’s services in construction material and hardware needs. • Providing the company’s owner with full income & outcome reports in QBR analysis. • Maintain the company’s income balance & growth while generating revenue. Job Function & Description StarTek / T-Mobile • Frontline customer support in resolving customer’s issues in regards to their Mobile Line(s), Account and Billing Information as well as to assist in any relevant issue with their device. Job Function & Description Allied Global / Tracfone, Net10 & Safelink • In charge of receiving technical escalated calls, handling multiple billing systems, contacting carriers and do in depth troubleshooting and analysis to further resolve technical problems & issues. • Providing support for new hire CSR’s and Nesting Period generations before hitting production floor. Job Function & Description Stream - Convergys / SiriusXM • In charge of handling personnel in multiple teams of 15 agents (up to 23 due to business needs) • Performed Team Leader Tasks such as resolving escalated calls, providing feedback, planning coaching sessions, performing internal QA. • Performed Team Manager Tasks such as preparing daily stats reports on KPI’s for SDM, Interviews, Hiring, Firing, Timecard employee management, Work Force Management scheduling compliance with Ops. Planning, Client, QA and HR calibrations on current and updated processes. • Performed Manager on Duty tasks such as Real-Time Analyst studies to meet the client’s Service Level Agreement and Abandon Rate Agreement in compliance with the established intervals for the account. Handled a group of 5 Queue Watchers to manage the Queue at all times doing statistical in depth-analysis daily of absenteeism levels and impact, call volume and trends. Job Function & Description INERGEX/GREAT BATCH MEDICAL • Performed basic to advanced troubleshooting for VIP’s and Production employees, served as Level 1 Support and this involved extensive knowledge on several OS systems and various platforms like Oracle and Java. Amongst those were Email troubleshooting and setup, Software Installation Assistance, VPN connectivity issues, Oracle Based printer issues, Account Directory Management and troubleshooting, Production Based Machinery troubleshooting (Lithium X-rat Battery Scanners amongst others.) • As a Senior IT Analyst was in charge of a group of 2 Entry I IT Analysts for the Grave yard shift. Main duty was to assist them resolve issues that were not clear for them. Job Function & Description HBST/Trec Global • Became partner / liaison for HBST a division of Trec Global • Performed Client Handling, SOW Handling and Client Acquisition. • Improved Recruiting Department (New Hire Target, Interview Parameters, amongst others), Re-defined Training Department, Improved IBO Contracts and Managed Personnel in all areas. Job Function & Description 5CA/AMD – PDP – Xiro • Performed Customer and Technical support for AMD users. • Performed expert troubleshooting on AMD products like APU’s, Processors, Graphic Cards and Drivers amongst other computer hardware and software. • Established a Record of Customer rapport building on the AMD account. • Performed Customer support for PDP customers. • As a Product Specialist for PDP, I served handling CSR’s Escalations as well as providing assistance and performing QA. I was also briefly involved in Training for New or Existing Hires from other accounts. • Performed Customer and Technical support for XIRO Users. REFERENCES Name: Ana Alas (El Salvador) Title: Senior Operation Manager (Retired) Email: N/A Skype: Ar.Alas Mobile Phone: N/A Linkedin: https://www.linkedin.com/in/ana-rosario-alas-/ Name: Elisha Rosenkranz (USA) Title: CEO/Owner at HBST Email:-Skype: Elisha.Rosenkranz Mobile Phone: - Linkedin: N/A Name: Gerardo Bono (Argentina) Title: Client Service Manager at 5CA Email:-Skype: Gerardo.Bono Mobile Phone: - Linkedin: https://www.linkedin.com/in/gerardobono/ Name: Geert Dijks (Netherlands) Title: HR Business Partner at 5CA Email:-Skype: Geertdijks5ca Mobile Phone: - Linkedin: https://www.linkedin.com/in/geert-dijks-/ Name: Frank Nugteren (Netherlands) Title: Product Specialist at 5CA Email:-Skype: Frank.nugteren Mobile Phone: - Linkedin: https://www.linkedin.com/in/frank-nugteren/ Name: Jason Luijckx (Netherlands) Title: Project Manager at 5CA Email:-Skype: JasonlucasLuijckx Mobile Phone: - Linkedin: https://www.linkedin.com/in/jasonlucasluijckx/ Name: Martin Zudaire (Argentina) Title: Infrastructure Support at BNB Email:-Skype: Martinzudaire Mobile Phone: -