Customer Support Technical
Resume:
SM
Silvio Munguia
Professional Summary
Results-driven professional with strong work ethic and exceptional interpersonal skills. Known for adaptability, collaboration, and high motivation to excel in all endeavors. Committed to delivering quality results and building strong working relationships. Thrives in collaborative environments. Possesses natural curiosity and determination for rapid acquisition of new skills. Leverages patience and friendliness to create positive experiences and views challenges as opportunities for personal and professional growth. Dedication, adaptability, and unwavering commitment to continuous improvement compensate for any lack of experience. Firmly believes that persistence and a positive attitude are the foundation of professional success.
Work History
Connect International - Account Service Specialist New York, NY
09/2022 - 12/2024
Key Responsibilities & Achievements:
Skills:
Debt Collection
Negotiation
Payment Collections & Account Management:
Contacted 80+ customers weekly via phone to collect overdue payments, achieving a 92% success rate in securing commitments. Explained loan terms, interest rates, and payment options clearly, reducing customer disputes by 30%.
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Financial Solutions & Extensions:
Evaluated individual financial situations to approve payment extensions or modified plans, decreasing delinquencies by 25%. Negotiated settlements and payment arrangements, recovering $150K+ in past-due accounts annually.
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Customer Support & Compliance:
Resolved account inquiries (balances, payment history, loan details) while adhering to FDCPA and company policies.
Documented all interactions in CRM systems, ensuring 100% accuracy in records.
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***********@*******.***
New York, NY 11233
Skills
Addressing customer product
questions
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● Customer service expertise
● Effective time management
● Online research proficiency
● Email management
● Effective communication skills
● Telephone customer support
● Technical support specialist
● Analytical problem solving
● Logical evaluation
● Adhere to protocols
● Effective multitasking
● Customer retention strategies
● Analytical mindset
Education
01/2003
Centro Educativo Divino Niño
High School
FDCPA Compliance
Loan Servicing
Customer Relationship Management
Concentrix - Technical Support Advisor
New York, NY
09/2017 - 04/2022
Key Responsibilities & Achievements: Previous Role: Commercial Device Support Specialist
Supporting consumer and commercial devices campaigns with a focus on data management, technical troubleshooting, and logistics coordination. Skills:
Data Analysis
Technical Troubleshooting
Logistics Coordination
Escalation Management
QA Testing
Enterprise Support
Sitel Contact Center - Customer Service Representative New York, NY
01/2016 - 11/2016
Provided expert support to debit card users, resolving complex issues with a focus on accuracy, compliance, and customer satisfaction. Educated clients on relevant policies and options and answered questions to remedy issues.
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Data Management & Analysis: Perform data entry, validation, and analysis to ensure accuracy in device tracking and reporting.
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Technical & Customer Support: Resolve 50+ daily customer inquiries related to device functionality, warranties, and troubleshooting.
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Escalation Handling: Act as a point of contact for high-priority technical issues, reducing resolution time by 30%.
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Device Replacements: Process and track replacement orders for faulty computers, coordinating with FedEx/UPS for seamless logistics.
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Quality Assurance: Conduct QA calibrations to ensure devices meet performance standards before customer delivery.
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Provided advanced technical support for enterprise-level clients, including NASA, FBI, Coca-Cola, and Warner Bros.
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Served as Subject Matter Expert (SME) for commercial devices, resolving complex hardware/software issues.
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Managed a portfolio of 500+ corporate devices, ensuring minimal downtime for critical operations.
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Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs.
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Account & Transaction Support: Assisted 50+ daily customers with debit card activation, direct deposit setup, secondary cardholder additions, and fee explanations, reducing process errors by 30%.
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01/2008
Centro Educativo Divino Niño
Elementary school
Skills Highlight:
Customer Retention
Reg E Compliance
Fraud Detection
Conflict Resolution
CRM Systems
Accedo Technologies - Customer Service Representative New York, NY
01/2015 - 04/2016
Key Responsibilities & Achievements:
Order & Customer Support Specialist
Debit-Credit Card Support Agent
Guest Relations Supervisor (Target Stores)
Skills:
Order Management
Dispute & Fraud Resolution: Investigated and resolved 15–20 transaction disputes and fraudulent claims weekly, adhering to regulatory guidelines (Reg E) and improving resolution time by 25%.
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Complaint Management: De-escalated customer complaints via phone/email, achieving a 90% satisfaction rate by actively listening and offering tailored solutions.
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Process Improvement: Collaborated with the fraud team to flag recurring issues, contributing to a 15% reduction in fraudulent transaction reports.
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Training & Knowledge Sharing: Mentored 2 new hires on systems and protocols, shortening their onboarding time by 40%.
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Developed strong organizational and communication skills through coursework and volunteer activities.
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Resolved 50+ daily customer inquiries regarding online order statuses, replacements, and processing new orders, ensuring timely and accurate solutions.
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Streamlined the replacement process, reducing customer wait time by 25% through efficient troubleshooting and system navigation.
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Provided expert support for cardholders, including: Investigating unauthorized transactions and suspicious activities, adhering to PCI compliance standards.
Processing disputes, fee waivers, and account cancellations while maintaining a 90%+ customer satisfaction rate.
Reviewing transaction receipts and resolving discrepancies, reducing billing complaints by 30%.
Executed retention strategies that decreased account cancellations by 15%.
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Acted as a liaison between customers and store teams, resolving high- level complaints and ensuring brand satisfaction.
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Authorized discounts-refunds and provided real-time feedback to store teams, improving service quality scores by 20%.
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Trained and supervised 10+ team members on conflict resolution and customer engagement best practices.
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Dispute Resolution
PCI Compliance
Customer Retention
Fraud Detection
Guest Relations
● Trained staff on operating procedures and company services.
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