Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danilo Robles

Customer Service Team Lead
San Pedro Sula

Summary

Dynamic Support Specialist with a proven track record at PartnerHero-Crescendo, adept at enhancing customer satisfaction through effective ticket management and exceptional relationship-building. Skilled in troubleshooting technical issues, I excel in high-pressure environments, ensuring timely resolutions while fostering trust and rapport with clients.

Overview

12
12
years of professional experience
2
2
Languages

Work History

Support Specialist

PartnerHero-Crescendo (Unity)
San Pedro Sula, Honduras, Departamento de Cortes
12.2020 - Current
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Improved customer satisfaction by addressing and resolving technical issues efficiently.
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.

Appointment Scheduler

KM2 Solutions (Schweiger Dermatology)
12.2019 - 12.2020
  • Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
  • Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
  • Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
  • Handled complaints and questions, and re-directed calls to other team members.

Technical Support Representative

Concentrix (Comcast Wireless)
09.2018 - 11.2019
  • 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.

QA Analyst

Zero Variance (Assurant)
08.2017 - 08.2018


  • Improved software quality by executing thorough test plans and identifying defects before release.
  • Contributed to the establishment of performance benchmarks, tracking QA metrics over multiple development cycles.


Customer Service Representative

Allied Global BPO
04.2013 - 07.2016


  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.

Education

Intern - Computer Science

Universidad De San Pedro Sula
San Pedro Sula, Honduras
05.2001 -

High School Diploma -

Kiddy Kat Morazzanni
San Pedro Sula, Honduras
08.2011 - 06.2012

Skills

Customer relationship management

Ticket management

Support services

Call management

Timeline

Support Specialist

PartnerHero-Crescendo (Unity)
12.2020 - Current

Appointment Scheduler

KM2 Solutions (Schweiger Dermatology)
12.2019 - 12.2020

Technical Support Representative

Concentrix (Comcast Wireless)
09.2018 - 11.2019

QA Analyst

Zero Variance (Assurant)
08.2017 - 08.2018

Customer Service Representative

Allied Global BPO
04.2013 - 07.2016

High School Diploma -

Kiddy Kat Morazzanni
08.2011 - 06.2012

Intern - Computer Science

Universidad De San Pedro Sula
05.2001 -

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Danilo RoblesCustomer Service Team Lead