Ana Gabriela Guerra Callejas
Tech. In Adminstration
Tegucigalpa,Francisco Morazan
Summary
Proven in enhancing customer satisfaction and resolving complex technical issues, I leveraged my technical troubleshooting and customer service expertise at IntouchCX to significantly improve user experience. Skilled in ticket management and fostering positive client relations, my approach consistently boosts efficiency and service quality.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
2
2
Languages
16
16
years of professional experience
1
1
Certificate
Work History
Customer Service Representative
Teleperfomance
Tegucigalpa, Fco Morazan
08.2024 - Current
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Streamlined order processing by implementing new ticketing system, enhancing response times and service quality.
- Managed escalated issues by applying conflict resolution strategies, maintaining high customer satisfaction rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
Technical Support Representative
IntouchCX
12.2019 - 05.2024
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions
Home Room Teacher
ABC Educational Center
09.2016 - 06.2019
- Maintained open lines of communication with families through regular conferences, newsletters, phone calls, and emails.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Developed strong relationships with students, parents, and colleagues to foster an open and supportive school community.
- Managed classroom resources effectively, ensuring materials were readily available for lesson implementation and student use.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
Customer Support
StarTek
03.2015 - 08.2015
- Provided timely resolution of customer support issues, maintaining high levels of client satisfaction.
- Coordinated cross-functional efforts between engineering, production, and customer support teams to address recurring product issues effectively.
- Oversaw scheduling and shift assignments, optimizing staff coverage during peak times for optimal customer support.
- Participated in ongoing professional development opportunities, staying current with industry trends and best practices for customer support excellence.
Administration Manager
Ecovivienda
03.2012 - 06.2015
- Negotiated favorable contracts with vendors for office supplies and services, reducing overall operational expenses while maintaining quality standards.
- Streamlined office processes by implementing efficient administrative systems, resulting in increased productivity and reduced operational costs.
- Enhanced staff performance through comprehensive training programs and regular performance evaluations, leading to a more skilled and motivated team.
- Promoted a positive workplace culture by addressing employee concerns promptly and implementing initiatives aimed at boosting morale and job satisfaction.
- Spearheaded the transition to digital record-keeping, ensuring accurate and easily accessible information for improved decisionmaking.
- Conducted regular audits of internal processes to identify areas for improvement and implement corrective measures promptly.
- Optimized resource utilization by efficiently allocating personnel, equipment, and facilities to meet organizational needs.
- Managed budgets and financial reporting, enabling effective allocation of resources and timely identification of potential cost savings.
- Prepared comprehensive reports on departmental performance for senior management, enabling informed decision-making and strategic planning efforts.
- Facilitated the hiring process by working closely with HR in candidate screening, interviewing, and onboarding new administrative staff members.
- Maintained up-to-date knowledge of industry best practices in administration management through continuous learning opportunities, ensuring a competitive edge in service provision.
Receptionist
Minister Suits Hotel
11.2010 - 11.2011
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Education
Bachelor of Science -
Centro Politecnico Del Norte
Tegucigalpa 05.2001 -
Skills
Technical Support
Customer Service
Technical Troubleshooting
Customer service expert
Issue Troubleshooting
Service support
Complaint resolution
Technical documents comprehension
Ticket management
User Support
Certification
Devices Certification by Google, [Google] - [2024]
References
Gabriela Maria Martinez - 504 8987-7246
Jose Abraham Velez - 504-8891-3751
Feranndo Gabriel Maldonado- 504-3250-9365
Timeline
Customer Service Representative
Teleperfomance
08.2024 - Current
Devices Certification by Google, [Google] - [2024]
05-2024
Technical Support Representative
IntouchCX
12.2019 - 05.2024
Home Room Teacher
ABC Educational Center
09.2016 - 06.2019
Customer Support
StarTek
03.2015 - 08.2015
Administration Manager
Ecovivienda
03.2012 - 06.2015
Receptionist
Minister Suits Hotel
11.2010 - 11.2011
Bachelor of Science -
Centro Politecnico Del Norte
05.2001 -