WENDY CASTILLO
Birmingham, AL *****
713-***-**** - *****************@*****.***
PROFESSIONAL SUMMARY
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.
SKILLS
Customer Satisfaction Complaint Resolution
Data Recovery Spanish Interpreting
MS Office Proficiency Microsoft Word
Troubleshooting and Assistance Diagnostics and Repair
Educational Support
Customer Service Expertise
Work History
12/2020 to Current Bilingual Technical Support Specialist
Costco — Remote
e Assisted customers in identifying issues and explained solutions to restore service
and functionality.
e Resolved diverse range of technical issues across multiple systems and
applications for customers and end-users across various time zones.
e Collaborated with supervisors to escalate and address customer inquiries or
technical issues.
e Used ticketing systems to manage and process support actions and requests.
e Offered troubleshooting of connectivity issues across networks such as Wi-Fi,
cellular and electronics.
08/2019 to Current Bilingual Customer Service Representative
Wells Fargo — Remote
e Communicated with management when customer issues escalated and worked to
find resolutions.
e Identified and responded to customer requests and concerns through email, online
chat and phone for both English and Spanish-speaking customers.
e Resolved concerns with products or services to help with retention and drive sales.
e Answered up to 100 calls per day in busy, fast-paced office for both English and
Spanish-speaking customers.
EDUCATION
Associate Degree In Nursing
ECornell - Online
LANGUAGES
English
ee ee
Native or Bilingual
Spanish
a ee ee ee ee
Native or Bilingual