Technical Support Customer Service

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

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Native or Bilingual

Spanish

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Native or Bilingual

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