Roberto Polanco

About Roberto Polanco

Results-oriented leader with a proven track record of improving efficiency and customer…

Experience

1. Service Coordinator

   Electronic Environments New York, Powered By Daisy

   Dec 2021 — Present · New York, NY, US

   Provide and maintain elevated standards of client support by phone or email, include- Ensure all client correspondence are done within and to EENY standards- Actively maintain ticketing status in ConnectWise (CW) software to ensure all clients are responded to before the end of each day- Maintain / update client account information in CW and/or on our file server- Provide Tier 1 and/or Tier 2 level troubleshooting for new Service requests by phone, email, and/or remote connectivity- Schedule site visits as needed; regularly monitor & follow-up with field resources to gauge progress on scheduled visits- Initiate equipment repairs or replacements with vendors; track progress, and schedule re-installation of repaired/replaced units; ensure client is aware of and has approved repair / replacement costs- Ensure all required products are added and approved on Service Tickets- Reconfirm scheduled service appointments; ensure access is confirmed before dispatching field resources- Monitor open tickets under your ownership and drive them to completion; alert Management of bottlenecks preventing forward progress- When warranted, route open Service tickets in need of a proposal to Sales team- Review and approve completed service orders for billing- Attend and/or lead weekly department meetings (Virtually and/or in-person).

Education

• Berkeley College

  Bachelor of Business Administration - BBA

  2012 — 2016

Skills

• E-Learning Implementation
• Business Strategy
• Educational Technology
• Estrategia Empresarial
• Gestión De Productos
• Team Management
• Inteligencia Empresarial
• Análisis
• Telecomunicaciones
• Mejora De Procesos De Negocio
• Análisis De Negocio
• Gui Designing
• Strategic Planning
• Planeamiento De Proyectos
• Negotiation
• Microsoft Office
• Project Finance
• Project Management
• Español
• Business Process Improvement
• Planificación Estratégica
• Cambio Organizacional
• Management
• University Teaching
• Administración Y Dirección De Empresas
• Dirección Y Desarrollo De Equipos De Trabajo
• Gestión De Proyectos
• Negociación