Génesis Alexandra López Auceda
San Pedro Sula,CR
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Partner Hero- Grindr
06.2023 - 04.2025
- Provided timely assistance to customers via email ensuring a high level of professionalism at all times.
- Managed a high volume of tickets while maintaining excellent quality standards and adhering to established procedures and goals.
- Utilized CRM systems such as Zendesk effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in positive feedback.
- Gave mentorship to new agents on my view and to agents who struggled with reaching the established goals for our department of registration.
Agent Representative
Interpretia- Language Line Solutions (LLS)
11.2021 - 06.2023
- Streamlined communication between clients and company departments, improving overall efficiency.
- Developed a strong understanding of various service offerings, enabling informed recommendations to clients.
- Helped routing calls to the correct departments and with the correct language interpreters.
- Earned recognition as a top agent representative for consistently meeting or surpassing key performance indicators.
- Handled calls inquiring about bills, services and booked appointments for specific language interpreters.
Technical Support Representative
Startek- Comcast
09.2020 - 11.2021
- 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.
- Booked tech support appointments for clients who continued experiencing issues with their equipments even after our thorough troubleshooting.
Teacher
Academia Europea
12.2019 - 05.2020
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods.
- Taught classes mainly for children whose age would range from 8-11 years of age.
- Also held a class for 17 year old students that were part of a NGO.
Customer Support Specialist
Concentrix- Cricket Wireless
05.2019 - 12.2019
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures and goals.
- Provided timely assistance to customers via phone, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback on surveys.
- Did phone activations, troubleshooting when needed, contacted insurance for the customers if there was something wrong with the device they had purchased online from us, escalated cases if needed if there was something wrong with service coverage or any reimbursement needed.
Education
Licenciatura En Psicología -
Ceutec
05.2001 -
Skills
Active listening
Customer service excellence
Time management
Customer relationship management (CRM)
Ticket management
Problem-solving
Decision-making
Timeline
Customer Support Specialist
Partner Hero- Grindr
06.2023 - 04.2025
Agent Representative
Interpretia- Language Line Solutions (LLS)
11.2021 - 06.2023
Technical Support Representative
Startek- Comcast
09.2020 - 11.2021
Teacher
Academia Europea
12.2019 - 05.2020
Customer Support Specialist
Concentrix- Cricket Wireless
05.2019 - 12.2019
Licenciatura En Psicología -
Ceutec
05.2001 -