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Work experience

Dec 2014Present

Advanced Technical Support Chat Specialist


Assisting customers with any questions regarding AT&T cellular services, including bill support, technical support for both iOS and Android devices, network coverage for postpaid and prepaid accounts, and international assistance.

- Overall Attainment 2015 103.89%, earning a Delivering the Difference award

- Participant of the Sales chat pilot for the Austin center

- Under the Sidekick project, assisting management with employee engagement activities and other administrative tasks, including center events, incentives and promotions (Mar-Aug 2016)
- Currently under the Mi60 program, assisting ATS team with technical questions, escalations, LEAP activities (Direct Feedback Module, Skill Transfer, Rapid Fire, etc) and technical commitment support

Direct Supervisor: Ceddric Laboard

4544 S Lamar Blvd

Austin, TX78745

Phone: 512-217-3985

Aug 2013Aug 2014

iTunes Store T1 Email Support

Apple Inc

Surprise and delight the customers by giving top of the notch support and experience. Attend customers as a human being, giving directions to address issues regarding the iTunes Store, App Store, Apple products and other programs through mail.

Direct Supervisor: Maria Martinez

12545 Riata Vista Cir

Austin, TX78727

Phone: 214-493-8629

Jul 2012May 2013

Trade Marketing Materials Logistics Specialist

Philip Morris CIGATAM Productos y Servicios

Ensure that the sales force of Philip Morris Mexico (PMM), Zoned-Distribution Wholesalers and IMMEX Promoters; each cycle receive on the established dates, correct quantities and destinations, the communication materials and needed TPOSM for the Cycle Activities according to each PMM brand strategy and Trade Marketing activities in the different chains, as well as generate and communicate the competitor's activities to facilitate decision making in order to optimize the use of the company's resources and contribute to achiveve the KPI's of the company.

Direct Supervisor: Mónica López

Lago Zurich 245 Edificio Presa Falcon Piso 3

Col. Ampliación Granada Miguel Hidalgo, Distrito Federal CP 11529

Phone:+52 (155) 9184-7000

Apr 2011Jul 2012

Trade Intelligence Analyst

Philip Morris CIGATAM Productos y Servicios

Developing planogram strategies focused to High-End Trade clients.

Developing strategies BTL to increase sales in General Trade.

Operative project leader for distribution projects inside TMKT.

Supervisor in the delivery of TMKT tools for National Key Accounts.

Support in TradeMarketing programs.

Direct Supervisor: Nestor Ortiz

Lago Zurich 245 Edificio Presa Falcon Piso 3

Col. Ampliación Granada

Miguel Hidalgo, Distrito Federal

CP 11529 Phone:+52 (155) 9184-7000

Jan 2010Jul 2010

Trademarketing Auxiliary

Dawn Foods

Trademarketing in general. Product image edition. Market knowledge. Contact with suppliers. Writing product manual for the clients.

Direct Supervisor: Aida Ramirez

Dawn Food Products, Inc.

Distribution Center

Esfuerzo Nacional No. 220

Col. Industrial Alce Blanco

Naucalpan, Edo. de México

C.P. 53370

Phone: +52 (155) 5576-3800 



Android Certification
AT&T product portfolio
Space Planning
Sales experience
Supervisor experience
Face-2-Face sales and interaction
Video Editing
Social Marketing
Spanish language
Mac environment / iOS environment

iWork suite (Keynote, Pages, Numbers), iLife suite (iMovie, iPhoto, GarageBand), internal tools iOS technical support, troubleshooting, iTunes Store and App Store support

Microsoft Office

Word, PowerPoint, Excel, Outlook, Access


Flash, Dreamweaver, Illustrator, Photoshop, Professional

Trade Marketing


I'm interested in developing a career at AT&T where I can put into practice all my knowledge from my special projects and roles, as well as any previous experience from other companies.




LEAP Certification

Dec 2014Present

iOS Mastery / Android Mastery

Aug 2013Present

iTunes Store Advisor

Apple, Inc.