Felipe Limones
Senior Professional Technical Training Specialist Iii @Samsung Electronics America
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WORK HISTORY
Senior Professional Technical Training Specialist Iii @Samsung Electronics America
Plano, TX, US
Technical Trainer, Repair Trainer and Content developer, delivery of technical troubleshooting content for Samsung Internal call centers, Samsung repair centers, Samsung Global call centers.(Level 1) Basic trouble shooting training, device knowledge and user support.(Level 2) Advanced Technical Support, Wi-Fi, Hotspot Networking email, Android OS,VPN support, Device configuration.Level 1-2 Device repair & diagnostics- Glass and flexible display replacement/Octa/5G-LTE RF calibration, Global partner training UBIF/BestBuy/Fedex and Samsung Experience Stores.Custom content creation and training provided to all our Carrier partners including Verizon, AT & T, T-Mobile-Sprint, plus all regional carriers.Working together with Retail Sales Team and Engineering to provide a one stop solution and effective support that includes Sales positioning training and Advanced Technical support to better equip our carrier partners who sell and service our products and customers. This includes: Content support/T3 (train the trainer) face to face global call center support, WebEx training, LMS support.Training is extensively provided to keep our carrier partners customer focused and updated with the most advanced training for reducing metrics like N.T.F (No trouble found) returns, a very costly metric, and huge customer pain point that can be avoided with superior knowledge training.Work cross functionally with our internal teams including Carrier P.M (Product Managers) To track trending issues with our devices. Social Media Team, to track customer pain points and follow up with suggestions and support.Our D.Q.M Team (Device Quality) This team assist\'s Learning and Development by providing us answers to very technical questions or trending issues from our customers, communication with this department is critical.Beta/User trial- Work to provide technical data on dark projects on Mobile/Home appliance and other support.
EDUCATION
University of Arizona
Engineering
ITRN Instituto Tecnologico Regional Nogales
Accounting
SKILLS
ABOUT FELIPE LIMONES
Dedicated bilingual (Spanish) Mobile Technical-Repair Trainer/Content developer/ Global…
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