Gustavo Enrique Flores Zelaya
Alorica
San Pedro Sula
2
Languages
3
years of professional experience
Detail-oriented Service and Support Professional with over one year of experience in customer assistance, B2B process verification, and mortgage underwriting. Skilled in communication, negotiation, and organization to enhance technical support, streamline documentation audits, and boost service efficiency. Demonstrates strong collaboration and independent work capabilities.
Work History
Various Services Agent
1 Year 1 Month- Multi-service agent with extensive experience and a strong attention to detail. Reviewed business license and registration documentation, provided information and troubleshooting technical support via phone or email for hardware and software to partner businesses, and verified the identity of business owners or managers to access the business platform.
- Assisted customers with inquiries, ensuring prompt and accurate resolution of issues.
- Processed orders and managed account updates using proprietary software systems.
- Collaborated with team members to enhance customer service strategies and improve satisfaction ratings.
Mortgage Underwriter Training
1 Month- Mortgage risk assessment specialist in training. Analyzed applicants' financial solvency, audited credit files, and verified that applications complied with required documentation and regulations (Fannie Mae, Freddie Mac, FHA) for loan approval or rejection decisions.
- Evaluated mortgage applications for creditworthiness and risk assessment
- Analyzed financial documents to ensure compliance with underwriting guidelines
- Collaborated with loan officers to resolve discrepancies in applicant information
Customer Service Agent
6 Months- Worked as a customer service agent with unique and rewarding experience. My responsibilities included handling customer inquiries, solving problems, and providing accurate information about products and services, with valuable experience that provided skills and knowledge that continues to benefit my career.
- Resolved customer inquiries efficiently via phone, email, and chat support.
- Developed expertise in CRM software to track and manage customer interactions.
- Collaborated with team members to enhance service delivery and address customer concerns.
Education
- Industrial and Systems Engineering
40% of degree completed - 30 classes already taken, currently enrolled in undergraduate degree
Diplomas - Electricity
Diploma in Electrical Installations - Diploma in Control Circuits - Diploma in Siemens Logo
Highschool Degree
Bilingual High School Diploma
Skills
Documentation review
Customer care
Problem solving
Communication skills
Technical support
Working under pressure
Conflict management
Team management
Work hour proficiency
Specialties
- Electrical installations
- Control circuit
- Siemens logo
- Microsoft 365 programs
- EF SET English level C1 certificate
- Salesforce.com
- Amazon Web Services (AWS)
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Various Services Agent
Alorica
07.2025 - CurrentRead More
Mortgage Underwriter Training
AmWest Funding Corp
04.2025 - 05.2025Read More
Customer Service Agent
Alorica
09.2023 - 03.2024Read More
MHOTIVO Foundation
Highschool Degree
Read More
Technological Institute of Educational Excellence (ITEE)
Diplomas from Electricity
Read More
University of San Pedro Sula (USAP)
from Industrial and Systems Engineering
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