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Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge
03/2017 - Current
Perfiles Tecnológicos S.A. San José, San José Technical Support Agent Worked with customer service supervisor to resolve customer concerns. Provided base level IT support to company personnel.
Liceo Carlos Pascua Zuñiga San Rafael , Heredia, Costa Rica High School Diploma
Instituto Nacional de Aparendisaje English
Instituto Nacional de Aprendisaje Operador de aplicaciones informaticas Microsoft Certified Solutions Expert
This resume is created in 7 minutes.

Reliable and friendly person who quickly learns and masters new concepts and skills. Passionate about getting the job done. 

  • Cash handling accuracy
  • Time management
  • Flexible schedule
  • Strong communication skills
  • Reliable and punctual
  • Listening skills

  • Internet savvy
  • Loss prevention comprehension
  • Reading comprehension skills
  • Written and oral communication skills

Customer Service Representative Nov 2016 to Jun 2017
Consumer Cellular Tigard, OR
Document Processor Apr 2016 to Nov 2016
Office Team Tigard, OR

Process Mortgage papers, and send them out through the mail.

Technical Support Agent Jul 2015 to Mar 2016
Xerox Tigard, OR
Research Assistant Jul 2013 to Jul 2015
MDC Research Portland , OR
Bookseller Oct 2012 to Dec 2012
Barnes and Noble Tigard, OR
Mail Clerk 1 Jun 2017
Black Knight Financial Services Beaverton , OR
2010 Tigard High School Tigard, OR, United States
General Portland Community College Tigard, OR, United States
This resume is created in 7 minutes.
Professional Summary
Skilled Customer Service Professional with 10+ years in fast-paced customer service and call center environments. Seeking a management role with extensive background in handling escalations & complaints. Dynamic individual who leads diverse teams to achieve company goals.
  • Experience in managing and developing staff while fostering a positive work environment
  • Superlative verbal and written communication skills
  • Effective decision making skills
  • Previous coaching and training experience
  •  Sound judgment, integrity and flexibility while managing change
  • Experience in a service oriented industry


  • High level of computer proficiency and experience with MS Office Suite and experience using custom databases
  • Ability to analyze workflow, make recommendations and implement best practices
  • Ability to work in a fast paced environment while managing multiple priorities
  • Exceptional organizational, time management and delegation skills
Work History
01/2016 to Current
WireChief - Monitoring Agent ADT Canada Inc. Calgary
  • Ensured the safety of our customers and their property
  • Took charge of various alarm signals; burglary, fire, panic, medical alarms, etc.
  • Communicated with emergency services to transmit requests for assistance
  • Handled incoming and outgoing calls, providing the technical support to customers who are using a security system
  • Created and schedule service request with our customers, whose systems we are unable to fix remotely
  • Handle and process Timer Test Missing alarm signals according to procedure.
  • Handle requests from new customers taking over an existing system and help them familiarize themselves with its use.
  • Handle request to update customer contact information
  • Fulfill the role of a Wire Chief, to take in order to restore the client's communication problem.
  • Monitored and reported Channel Failures.
  • Other duties as assigned, Discussed the possibilities of fulfilling Supervisor's Relief rule.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Solved unresolved customer issues.
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of past due customer account activity.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
07/2008 to 09/2014
Clien Representative III - Team Leader MemberWorks Canada Montreal
  • Address and manage cancellation requests from customers
  • Built customer loyalty by promoting an excellent customer experience and demonstrating the benefits of using our products and services and to do business with our company
  • Negotiation skills to globally reduce customer attrition
  • Investigated and resolved customer inquiries and complaints in an empathetic manner
  • Solved unresolved customer issues
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Trained staff on operating procedures and company services
  • Provided accurate, specific and timely performance feedback for CSRs
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Fostered an environment which encouraged continual process improvements.
  • Devised and published metrics to measure the organization's success in delivering world class customer service
  • Managed work flow to exceed quality service goals to a total of 22 - 27 agents
  • Handled Negative Customer Feedback
  • Responsible for leading the coaching and development of employees to ensure maximum performance and customer satisfaction
  • Participated in all HR related activities including recruitment & selection, performance management, corrective action and terminations
  • Provided employees with comprehensive written qualitative feedback to include attendance, KPI's and analysis of productivity levels against goals
  • Supervised floor activities as appropriate by acting as a visible leader and providing support to agent activity
  • Supported the management of daily transaction time, answer rates and response time goals
  • Work closely with all employees and other Team Managers to ensure open communication and consistency of work flow
01/2004 to 06/2008
Call Centre Associate - Technical Support Agent Gemma Communications Montreal
  • Handled Incoming and outgoing calls, providing technical support to customers using Rogers services
  • Performed effective trouble shooting methods to resolve customers issues
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Remotely access customer's equipment to troubleshoot and/or update internal programming
  • Dispatched service calls to service technicians
  • Acted professionally and patiently when addressing negative customer feedback.
BBA: Marketing
Concordia Unvirsity - John Molson School Of Business - Montreal
  • Won Royal Blue award in 2016.
  • Team Work Royal Blue from ADT--Volunteered to cover nightshift for shortage
  • Commitment To Excellence Pin obtained
Spoken Langauges
  • Fluent in English & Basic knowledge in French

This resume is created in 7 minutes.
Professional Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
  • MS Windows proficient
  • Quick learner
  • Strong sense of focus
  • Adaptable 
  • Team Player
  • Willing to Accept Feedback
Work History
Technical Support Agent, 10/2015 to Current
The Results Companies Provo, UT
Provided assistance to H&R Block field associates on a wide variety of hardware, software, and web-based applications, working to maintain office functionality.
Server, 02/2015 to 06/2015
Los Hermanos Provo, UT
Provided excellent customer service to clients to create a wonderful experience, and worked with other associates to maintain a clean and safe working environment.
High School Diploma: 2011
Westwood High School - Mesa, AZ
This resume is created in 7 minutes.
Professional Summary
Call Center Representative excperienced in customer support in high call volume environments. Superior computer skills and telephone etiquette.  Proffesionalism and good attendance.
  • Exceptional communication skills
  • Creative problem solver
  • Quick learner
  • Shipping and receiving professional
  • Proficient in cash management
Work History
Customer service Rep, Technical Support agent, 06/2012 to Current
Ivox Solutions Palm City, FL
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • I also started taking supervisor calls
  • trouble shoot technica problems
cashier and Smoothie maker, 03/2012 to 06/2012
Tropical Smoothie Stuart F
  • Continually provided exceptional service to customers by being friendly, knowledgeable and accommodating.
  • Maintained a consistent, regular attendance record.
  • Displayed friendly, outgoing and energetic behavior to create a warm, fun atmosphere for guests.
  • cut,sliced and peeled fruits for smoothies
Diet aide , 02/2011 to 03/2012
Salerno Bay Manor Stuart, FL
  • Assessed individual nutritional risk and status.
  • Monitored quality control procedures to guarantee the preparation and delivery of healthy menu choices.
  • Established and maintained thorough nutritional records and information.
  • Maintained automated systems for menu management and nutritional data.
cashier, 06/2009 to 02/2011
Rines IGA Market Indiantown, FL
  • Answered questions regarding the store and its merchandise.
  • Demonstrated use and care of merchandise.
  • Greeted customers and ascertained customers' needs.
  • Stocked shelves and supplies and organized displays.
  • Developed positive customer relationships through friendly greetings and excellent service.
  • Run a cash register,provide excellent customer service,handle and count money
High School Diploma: Business Management , 2010
South Fork High - Stuart, FL
completed Academy of Finance; enrolled in Financial Intership. Director of Operations at Buldog Bank, a student-run enterprise that has held an excess of $30,000 in deposit.
Associate of Arts: Pre-Med , 2012
Indian River State College - Fort Pierce, FL
This resume is created in 7 minutes.
Professional Summary
Account Manager experienced in all facets of inside sales, outside sales, customer service and training. Customer-oriented with superior time management skills.
  • Strategic account development
  • Goal-oriented
  • Positive and upbeat
  • Oracle, PeopleSoft system expert
  • Analytical problem solver
  • Advanced user
  • Trained in consumer marketing
  • Strong problem solving aptitude
  • Persuasive speaker
  • Customer service award
  • Avaya Software knowledge
  • Extensive history with predictive dialers
  • Multi-operations management
Work History
03/2013 to 10/2013
Account Manager TELORO S.A. De C.V "SOLARCITY" Tijuana B.C
  • Supervised a sales force of 35 sales associates.
  • Supported the sales team in writing proposals and closing contracts.
  • Created and launched new online marketing strategies that resulted in 30% sales increase.
  • Developed a comprehensive training program for new sales associates.
  • Planned and directed staff training and performance evaluations.
  • Reviewed operational records and reports to project sales and determine profitability.
  • Trained all incoming sales team members.
  • Contacted customers by phone and email in response to inquiries.
  • Promptly resolved all customer requests, questions and complaints.
  • Built relationships with customers and the community to establish long-term business growth.
02/2013 to 03/2013
Collections Agent CALL CENTER SERVICES INTERNATIONAL "NCO" Tijuana Baja California
  • Manage and collect debts from DirecTV customers while providing outstanding Customer Service in order to maintain brand recognition.
08/2012 to 02/2013
Team Leader/Trainer Assistant SEGUROS SIN BARRERAS S.A De C.V "BEACHBODY"
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
12/2013 to 03/2014
Jr. Account Manager THE ST JOHN COMPANIES S.A. DE C.V Tijuana Baja California
  • Managed a portfolio of 143 accounts totaling $75K in sales.
  • Effectively led a seasoned team of partner managers and account coordinators.
  • Oversaw sales forecasting, goal setting and performance reporting for all accounts.
  • Contacted 160 of new and existing customers per month to discuss new products and services.
  • Negotiated prices, terms of sale and service agreements.
  • Created sales contacts with on- and off-premise accounts.
03/2014 to 08/2014
Customer Service Representative ENSAMBLES HYSON S.A. DE C.V. "RAINBIRD IRRIGATION" Tijuana Baja California
  • Answered an average of 200 calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Described product to customers and accurately explained details and care of merchandise.
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
08/2014 to Current
Business Development Sampo Contact Solutions Tijuana Baja California
Led sales forecasting, market trend evaluation and segment strategies.Developed comparison tables of products and services by researching product pricing, ratings and performance.Led cross-functional teams to create impactful messaging, demand-generation programs and sales tools.Set up and maintained global account management and reporting tools and processes.Presented innovative digital media marketing presentations to executive decision makers.Evaluated current service needs and product satisfaction levels with established customers.Enhanced marketing exposure through effective website content management and direct correspondence with potential clients.Uncovered and qualified prospects and sales opportunities in targeted markets using external resources.Maximized revenues in several programs by implementing creative sales training techniques.Evaluated market trends and recommended marketing budget allocations to top management.Examined marketing material with the consumer perspective in mind to increase sales and expand key client base.Strategized with sales team to prospect and qualify potential customers within assigned geographic territories.
10/2011 to 12/2012
Technical Support Agent TELVISTA S.A. De C.V "VERIZON FIOS" Tijuana Baja California

  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Met and exceeded company sales and productivity goals for over a year.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
04/2010 to 07/2011
Sales Agent / Sales Mentor TELVISTA S.A. De C.V "ALLCONNECT" Tijuana Baja California

  • Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
  • Consistently hit and exceeded sales goals by 20%.
  • Built strong client relationships and provided high value-adding services, resulting in a 15% company market share increase.
  • Achieved 115% of monthly quota and grew sales to $400 K within three months, earning title as top representative in region.
  • Planned and led three training sessions to promote sales team professional development and sales goal reinforcement.
High School Diploma: Administration
Additional Skills
  • Expertise in Windows based operating systems.
  • Expertise in Apple based operating systems.
  • Expertise in Smartphone detailed repairs.
  • Expertise in Desktop/Laptop detailed repairs.
This resume is created in 7 minutes.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments.

  • Customer service and sales expert who identifies customer needs and delivers solutions to problems.

  • Talented Customer Service Associate skilled at balancing customer needs and company demands.

  • Effectively builds loyalty and long-term relationships with customers while achieving all individual sales goals.

  • Personable and deadline-drive Customer Service Representative experienced in working in a fast-paced environment.

  • Solid team player who offers a positive and cooperative attitude.

  • Skilled individual committed to addressing customer concerns with speed, accuracy and professionalism.

  • Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

  • Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
  • Superior communication skills
  • Cheerful and energetic
  • MS Office proficient
  • Flexible scheduling
  • Customer Relationship Management software (CRM)
  • Avaya software customer management systems
  • Resolution-oriented
  • Dependable and reliable
  • Effective team player
  • Troubleshooting skills
ContactUs Hiilliard, OH Customer Service/Sales 03/2014 to Current
  • Served as liaison between customers, store personnel and various store departments.

  • Prevented store losses using awareness, attention to detail and integrity.

  • Regularly sought opportunities to up sell and add on additional merchandise.

  • Recommended, selected and helped locate merchandise based on customer needs and desires.

  • Confirmed that appropriate changes were made to resolve customers' problems.

  • Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.

  • Informed customers about sales and promotions in a friendly and engaging manner.

  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

  • Demonstrated mastery of customer service call script within specified timeframes.

  • Maintained up-to-date records at all times.

  • Properly directed inbound calls in phone queues to improve call flow.

Funai Service Corporation Columbus, OH Technical Support Agent 10/2013 to 02/2014
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.

  • Displayed courtesy and strong interpersonal skills with all customer interactions.

  • Maintained composure and patience in face of difficult customer situations.

  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

  • Referred difficult issues to upper management while maintaining positive rapport with customer.

  • Informed customers about issue resolution progress.

  • Supported customers having data connectivity issues.
Dick's Sporting Goods Columbus, OH Apparel Associate 04/2013 to 10/2013
  • Described merchandise and explain operation of merchandise to customers.

  • Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.

  • Computed sales prices, total purchases and processed payments.

  • Recommended merchandise based on customer needs.

  • Replenished floor stock and processed shipments to ensure product availability for customers.

  • Received and processed cash and credit payments for in-store purchases.

  • Worked as a team member to provide the highest level of service to customers.

  • Maintained friendly and professional customer interactions.

Forever21 Columbus, OH Sales Associate 10/2011 to 11/2012
  • Answered customers' questions and addressed problems and complaints in person and via phone.

  • Helped customers select products that best fit their personal needs.

  • Maintained visually appealing and effective displays for the entire store.

  • Educated customers on product and service offerings.

  • Offered exceptional customer service to differentiate and promote the company brand.

  • Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.

  • Built customer confidence by actively listening to their concerns and giving appropriate feedback.Built customer confidence by actively listening to their concerns and giving appropriate feedback.

  • Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.

  • Built and maintained effective relationships with peers and upper management.
High School Diploma 2008 Linden Mckinley, Columbus, OH, US