Summary
Overview
Work History
Education
Skills
Personal Information
Details
Languages
Timeline
Generic
Omar Garo

Omar Garo

Customer Support Specialist
Tela

Summary

I am an accomplished Customer Support Engineer with a strong passion for delivering top-tier service and a steadfast commitment to excellence in every aspect of my work. Over the course of my career, I have gained extensive experience working with companies renowned for their outstanding customer service, utilizing multiple communication channels such as email, chat, and video calls. My approach is rooted in the belief that exceptional customer support is not just about resolving issues—it's about creating meaningful, lasting connections that contribute to the overall success of the company.

I pride myself on being a proactive problem-solver, consistently going above and beyond to ensure that each customer interaction is not only positive but also adds value to their experience. For me, every job is more than just a position; it’s the beginning of a journey toward success, offering countless opportunities to grow both personally and professionally. I thrive in environments where I can collaborate with diverse teams, share knowledge, and contribute to creating a customer-first culture. My goal is to leverage my skills and passion to drive customer satisfaction and foster a sense of trust and loyalty that resonates with every client interaction.

Overview

6
6
years of professional experience
13
13
years of post-secondary education

Work History

Customer Support Specialist

SureSwift Capital (LeadDyno)
1 2023 - 12.2023
  • LeadDyno is an industry leader in affiliate tracking technology and affiliate program management
  • Main tasks include answering tickets and emails, video calls, webinars, demos, JIRA escalations, custom CSS requests, keeping the Help Center up to date, and handling Stripe disputes.
  • Provided timely assistance to customers via phone, email, and live chat channels, 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.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Customer Support Engineer

Hopin
05.2020 - 06.2022
  • Hopin is a platform in charge of hosting virtual/hybrid events globally
  • Main tasks include answering tickets and chats, video calls, product demos, custom CSS knowledge, experience with various tools, WFH job, BPO companies, and constant communication with internal teams.
  • Answered incoming support inquiries via chat, phone and email.
  • Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
  • Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
  • Established a knowledge base of common issues, enabling faster resolutions and empowering customers with self-help resources.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Established empathy with customers through insight into business drivers and expectations to offer personalized service.

Spanish Customer/Technical Support Representative

PartnerHero
08.2017 - 04.2019
  • Provided customer and technical support for Grindr, an LGBTQ+ dating app
  • Tasks included QA evaluations, Google and Apple reviews of the app, experience with various tools, and remote job experience.
  • 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.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Customer Support Representative

Allied Global
10.2016 - 08.2017
  • Provided customer service to phone companies such as Safelink and Tracfone Wireless
  • Tasks included handling high call volume, metrics-oriented job, and experience with various tools.
  • Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
  • Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
  • Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.

Education

Associate of Science - Biology

UNITEC
San Pedro Sula, Honduras
12.2022 - Current

Science and Arts Degree - undefined

Holy Spirit Episcopal Bilingual Institude
Tela, Atlantida
08.2009 - 05.2015

Primary Education Diploma - undefined

Holy Spirit Episcopal Bilingual School
Tela, Atlantida
08.2003 - 05.2009

Skills

Time Management

Leadership Skills

Active Listening

Adaptability

Customer Service

Critical Thinking Skills

Creative Problem Solving

Empathetic

Live chat support

Ticket management

Customer Relationship Management (CRM)

Personal Information

  • Place of Birth: Tela, Atlantida
  • Date of Birth: 02/12/1997
  • Nationality: Honduran

Details

Col. Milenium, Tela, Atlantida, 504, +50433014388, ogaro911@gmail.com

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Associate of Science - Biology

UNITEC
12.2022 - Current

Customer Support Engineer

Hopin
05.2020 - 06.2022

Spanish Customer/Technical Support Representative

PartnerHero
08.2017 - 04.2019

Customer Support Representative

Allied Global
10.2016 - 08.2017

Science and Arts Degree - undefined

Holy Spirit Episcopal Bilingual Institude
08.2009 - 05.2015

Primary Education Diploma - undefined

Holy Spirit Episcopal Bilingual School
08.2003 - 05.2009

Customer Support Specialist

SureSwift Capital (LeadDyno)
1 2023 - 12.2023
Omar GaroCustomer Support Specialist