Joselin Picado
Technical Coach
Summary
Customer Success Manager Certified with over 10 years of experience in customer service, technical support, and team leadership. Bilingual speaker with a strong background in technical troubleshooting, product training, and team management. Known for a passion for challenges and striving for excellence. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Coach
Foundever (formerly Sykes)
1 2021 - Current
- Managed a team of 40+ engineers, focusing on achieving performance metrics and improving technical skills
- Oversaw payroll, scheduling, and client meetings, delivering key performance reports to management
- Fostered a collaborative environment and supported team development.
Hardware Agent
Foundever (formerly Sykes) – Cisco Account
01.2019 - 01.2021
- Diagnosed and resolved technical issues with routers, switches, and access points
- Managed hardware replacement processes and ensured high customer satisfaction
- Provided technical support and solutions to complex problems.
Trainer
Foundever (formerly Sykes)
01.2017 - 01.2019
- Led training programs for new hires, focusing on product knowledge and communication skills
- Ensured trainees met performance metrics and contributed to the development of training materials.
Customer Service Representative
Sykes
01.2014 - 01.2017
- Handled customer inquiries, resolved technical issues, and created sales opportunities
- Provided high-quality customer service and support.
Education
High School (Incomplete) -
Colegio Ruben Dario
Skills
People-Oriented Leadership
Microsoft Office
Goal-Oriented and Challenge-Driven
Passion for Excellence
Coaching Techniques
Operations Management
Strategic Planning
Effective Communication
Group leadership
Succession Planning
CCNA & Python (Basic)
Certification
Customer Success Manager Certification
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Hardware Agent
Foundever (formerly Sykes) – Cisco Account
01.2019 - 01.2021
Trainer
Foundever (formerly Sykes)
01.2017 - 01.2019
Customer Service Representative
Sykes
01.2014 - 01.2017
Technical Coach
Foundever (formerly Sykes)
1 2021 - Current
High School (Incomplete) -
Colegio Ruben Dario