Customer Supoprt Manager, Technical support representative

Fabiola K. Valdes

*** **** ******, ******* **, **805. 407-***-**** ***************@*****.***

Personal summary

A highly motivated, confident individual with exceptional multi-tasking capabilities and able to work in a target driven, fast environment. Maintains a high level of professionalism, patience and efficiency to take ownership of each customer while empathizing and prioritizing customer needs, minimizing customer dissatisfaction and increasing customer loyalty. Hardworking with excellent attendance and punctuality records who consistently meets and exceeds productivity goals. Can communicate effectively with people from diverse backgrounds in both English and Spanish and would be an asset to any employer who respects loyalty and responsibility. Enjoys working both alone and as part of a team. Keen to find a challenging position within an ambitious employer where I will be able to continue to increase my work experience & develop my abilities in the IT world. Work Experience

Booksy, Technical STpport March 2019 - March 2020

● Troubleshoot technical issues for clients. (Bilingual)

● Process credit card payments, refunds on Braintree.

● Solve tickets and voicemails through intercom, email and phone calls.

● Manage Ayden to check payouts and solve any issues with bank accounts

● Helping as a product expert as of January 31st, 2020

● Help clients with Booksy general knowledge on how to use the app.

● Follow up with merchant on pending issues that are still being processed or have been resolved

Booksy, CTstomer STccess Manager April 2018 – March 2019 Ԃ Train customers over the phone and in-person on how to use application Ԃ Presenting Booksy features, handling customer app set-up and subdomain set-up Ԃ Advise customers on further usage of the app in communication and marketing Ԃ Manage around 150+ different businesses with all technical and support questions

(Bilingual)

STnTrTst Bank, Credit Card Advisor June 2017- April 2018 Ԃ Provided guidance to customers in general banking Ԃ Handled customer complaints with one-call resolution Ԃ Troubleshoot Online Banking App

Sykes Enterprises, Capital One Bank Core Agent January 2016 - December 2016 Ԃ Provided advice, information, and assistance to callers Ԃ Identified and escalated priority issues or customer complaints Ԃ Handled customer complaints with merchants on credit cards Ԃ Initiated dispute legal cases with one final resolution call Ԃ Prepared daily reports for disputed cases

Ԃ Troubleshooted online banking app and TSYS

EDUCATION

“Dos Cercas” Professional and Technical High School 2009-2015 High School Diploma San Jose, Costa Rica

Technical Medium Diploma: Executive for Service Center National Institute of Learning (INA) 2015

Advanced Excel Course

Omar Dengo Foundation 2015

Business Analytical Certification (English) San Jose, Costa Rica

EDX Microsoft July 2018 - Present

Computer Science in Programming Python 3

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