Open to opportunities

Jaciel Delgado Cadena

@jacieldelgadocadena

I’m a Tier 2 technical support professional who resolves issues fast, leads teams, and delivers high customer satisfaction.

Mexico

Message

What I'm looking for

I’m looking for a customer-focused role where I can troubleshoot quickly, communicate clearly, and collaborate with leaders to hit quality goals—preferably in a fast-paced remote or on-site environment with room to grow.

I’m a “Technical Support II / Rep Support” professional with 10+ years of experience stepping in quickly, staying calm under pressure, and troubleshooting solutions through phone, chat, and messaging. I deliver high customer satisfaction by guiding users through product solutions and documenting interactions clearly to keep quality high.

I’ve supported teams and performance goals in fast-paced environments, collaborating with a Team Lead and escalating complex issues when needed. I’m IICRC certified in mold, water, and fire restoration (certified twice), and I bring a structured, safety-focused mindset to both technical and restoration work.

Beyond support, I’ve led operations—supervising 15+ employees, training teams to improve productivity by 20%, and strengthening inventory accuracy (reducing stock discrepancies by 25%). In kitchen leadership roles, I managed scheduling, inventory, and health/safety compliance, and I helped cut food waste by 15% through cost-saving improvements.

Experience

Work history, roles, and key accomplishments

Current

Technical Support II

Current

TTEC

Jan 2025 - Present (1 year 5 months)

Provided technical support by troubleshooting and resolving customer issues via phone, chat, and messaging. Maintained high customer satisfaction through clear guidance and timely resolutions, while documenting interactions and collaborating with team leads.

Technical Support Troubleshooting Customer Service Phone Support Chat Support CRM Tools Case Documentation Team Collaboration Customer Satisfaction

Kitchen Manager

Overtime Sports Bar & Grill

Jan 2020 - Jan 2024 (4 years)

Led daily kitchen operations, including staff scheduling, inventory management, and food quality control to ensure seamless service. Reduced food waste by 15% through cost-saving measures and maintained 100% health and safety compliance during inspections.

Kitchen operations Staff Scheduling Inventory Management Food Quality Control Food Safety Compliance Health & Safety

Supervisor & Technician

Mario All Stars

Jan 2018 - Jan 2024 (6 years)

Managed daily operations including employee supervision, inventory control, and payroll processing. Streamlined inventory management to reduce stock discrepancies by 25% and coordinated with vendors to optimize material delivery workflows.

Operations Management Employee Supervision Inventory Control Payroll Support Vendor coordination Workflow Optimization Training Programs Stakeholder Management Process Improvement

Leadman & Crew Supervisor

iMold

Jan 2011 - Jan 2020 (9 years)

Advanced from entry-level to Leadman and Crew Supervisor, supervising 15+ employees to deliver projects on time and to required quality standards. Trained teams on mold production processes and safety protocols, improving productivity by 20%.

Team Leadership Productivity Improvement Quality Standards Workforce Management

Tech Support Representative

Alorica

Jan 2020 - Present (6 years 5 months)

Delivered technical support and resolved customer product and service issues with a 90% satisfaction rate. Documented and escalated complex technical issues to higher-level teams to support timely resolutions.

Technical Support Troubleshooting Escalation Management Case Documentation CRM Tools Customer Satisfaction Support Operations