Alfonso Amaya
San Pedro Sula,CR
Summary
Customer-focused and detail-oriented professional with extensive experience in customer service, technical support, and insurance operations. Proven track record in managing client relationships, resolving complex issues, and supporting sales and retention initiatives. Skilled in training and mentoring teams, handling contracts and subscriptions, and leveraging CRM systems such as Salesforce and Zendesk. Strong communicator with a background in film studies and production, including hands-on internship experience and on-set coordination. Adaptable and driven, excelling in fast-paced environments and committed to delivering exceptional service and operational efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Insurance Support
Regis RO
San Pedro Sula, Cortes
09.2023 - 06.2025
- Supported licensed insurance agents in the sales and servicing of auto and health insurance policies by preparing documentation, following up with clients, and ensuring timely policy processing.
- Managed inbound and outbound communication with individual clients to support the sales and servicing of auto and health insurance policies.
- Worked warm leads and conducted outbound calls to prospective and existing clients to discuss coverage options, provide quotes, and guide them through the application process.
- Trained and mentored new support team members on systems, workflows, and customer service best practices.
- Provided basic technical troubleshooting support for clients and agents using digital platforms, portals, and application systems.
Subscription & Technical Support Advisor
IntouchCX
San Pedro Sula, Cortes
02.2023 - 09.2023
- Delivered prompt and effective support to Netflix customers via phone and live chat, resolving technical issues related to streaming, device compatibility, and account access.
- Assisted customers with subscription management tasks, including plan upgrades/downgrades, billing inquiries, cancellations, and reactivations.
- Conducted troubleshooting for common streaming issues such as buffering, login errors, and playback problems across various devices and platforms.
- Educated customers on Netflix features, new releases, and service improvements to enhance their viewing experience.
- Provided detailed information and guidance on Netflix’s screen formats (HD, 4K, HDR) and audio formats (Dolby Atmos, surround sound), helping customers select optimal settings for their devices.
Tech Support & Subscription Coordinator
Concentrix
San Pedro Sula, Cortes
01.2022 - 01.2023
- Provided phone and email technical support to HP Instant Ink customers, troubleshooting printer connectivity, subscription setup, and ink delivery issues.
- Processed and coordinated ink cartridge deliveries, ensuring timely and accurate shipment to customers.
- Assisted customers in managing their subscription accounts, including plan changes, renewals, cancellations, and billing inquiries.
- Conducted remote troubleshooting sessions to diagnose and fix printer hardware and software problems efficiently.
- Coordinated ink cartridge deliveries, ensuring accurate order processing and timely shipment.
Client Support Specialist (Phone & Email)
PartnerHero
San Pedro Sula, Cortes
02.2021 - 11.2021
- Provided dedicated phone and email support to restaurant and hospitality clients, assisting with website management and making requested updates or changes directly on their sites.
- Collaborated with clients to understand their needs and implement website content edits, menu updates, event promotions, and design adjustments.
- Guided customers through the BentoBox platform, ensuring they understood features and how to maximize their online presence.
- Coordinated design and development tasks using Asana to track and prioritize client requests and ensure timely completion.
- Managed incoming email support tickets through Zendesk, ensuring prompt, clear, and professional communication and resolution.
Delinquency Specialist
Zero Variance
San Pedro Sula, Cortes
07.2020 - 01.2021
- Monitored and managed delinquent accounts, identifying overdue payments and initiating timely contact with customers to discuss account status.
- Conducted outbound calls and sent communications to customers to negotiate repayment plans, ensuring timely resolution of outstanding balances.
- Worked with customers to understand their financial situations and tailored payment solutions to facilitate successful debt recovery while maintaining positive relationships.
- Analyzed patterns of delinquency to recommend improvements in collections processes and reduce future overdue accounts.
- Ensured adherence to company policies and federal/state regulations governing debt collection and consumer rights.
Business Account Support Advisor
Alorica
San Pedro Sula, Cortes
07.2018 - 03.2020
- Provided phone-based support to commercial clients, including restaurants, bars, hotels, and offices, managing inquiries related to service setup, billing, equipment, and technical issues.
- Specialized in sports programming packages (e.g., NFL Sunday Ticket, NBA League Pass), advising businesses on package selection based on industry, customer traffic, and licensing requirements.
- Assisted clients with service changes, package upgrades, renewals, and troubleshooting of DIRECTV systems and receivers.
- Advised business customers on programming packages, commercial licensing requirements, and hardware options to align with their operational needs.
- Consistently ranked as a top-performing seller by exceeding monthly sales goals for commercial packages, equipment upgrades, and premium add-ons.
Customer Service Specialist
KM2 Solutions
San Pedro Sula, Cortes
01.2018 - 06.2018
- Provided high-quality support to residential customers via inbound and outbound calls, assisting with billing inquiries, service issues, and technical troubleshooting.
- Promoted and sold CenturyLink services, including internet, phone, and bundled packages, by identifying customer needs and recommending tailored solutions.
- Consistently met or exceeded monthly sales goals, including upselling service upgrades and cross-selling additional products.
- De-escalated difficult situations with professionalism and empathy, resolving issues to retain customers and improve satisfaction.
- Maintained detailed records of customer interactions and service changes using company systems.
Education
High School Diploma -
Blanca Jeannette Kawas Institute
Tela08-2015
Bachelor of Arts - Film
University of New Orleans
New OrleansSkills
- Customer Service & Client Relations
- Technical Troubleshooting & Remote Support
- Subscription & Account Management
- Training & Team Mentorship
- Strong Communication & Cross-Cultural Skills
- CRM & Support Software (Zendesk, Salesforce, etc)
- Media & Visual Storytelling
- Adaptability & Learning Agility
Affiliations
- Language Practice
- Online Courses
- Volunteer Work
- Personal Development
- Content Creation
Accomplishments
- Class Valedictorian
- Honor Roll Recipient
- School President
- Community Service Recognition
- Acting Awards in University Theater Productions
Certification
- Participated in Netflix Internship Program
- Completed Salesforce CRM Training
- Project Management Basics
- Screenwriting & Storytelling Workshops
- Video Production & Post-Production Workflow
Languages
Spanish
First Language
English
Advanced (C1)
C1
Timeline
Senior Insurance Support
Regis RO
09.2023 - 06.2025
Subscription & Technical Support Advisor
IntouchCX
02.2023 - 09.2023
Tech Support & Subscription Coordinator
Concentrix
01.2022 - 01.2023
Client Support Specialist (Phone & Email)
PartnerHero
02.2021 - 11.2021
Delinquency Specialist
Zero Variance
07.2020 - 01.2021
Business Account Support Advisor
Alorica
07.2018 - 03.2020
Customer Service Specialist
KM2 Solutions
01.2018 - 06.2018
High School Diploma -
Blanca Jeannette Kawas Institute
Bachelor of Arts - Film
University of New Orleans
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