Call Center & Technical Support Specialist

Summary

* ***** ** **** ****** experience & handling technical support. Great customer service in multiple industries including healthcare, legal, plumbing, & electrical. Authorized to work in the U.S. for any employer. Willing to relocate: Anywhere

Work Authorization

Authorized to work in the US for any employer

Work Experience

Overnight Front Desk Attendant \ Night Auditor

Krystal Hotel, Lopez Brothers LLC • Pharr, TX

October 2025 to September 2026

• Managed overnight guest needs, inquiries, concerns, and complaints, delivering responsive customer service throughout each shift.

• Collaborated with other departments to meet performance metrics and uphold hotel hospitality standards.

• Processed sales transactions accurately by handling cash and operating POS systems(Zendesk Salesforce).

• Conducted daily walkthroughs before and after shifts across the hotel lobby, floors, elevators, restrooms, and public areas to promote cleanliness and safety.

Training & Quality Specialist(2nd Promotion within company) MAP Communications, Inc. • Edinburg, TX

June 2021 to October 2025

• Implemented training measures, policies, and deadlines for classes of up to 20 new hires each week, supporting consistent onboarding and readiness.

• Established quality assurance guidelines, policies, and company standards across a call center of up to 130 employees to support performance and deadline compliance.

• Collaborated with other departments to enhance performance metrics and reinforce company standards across call center operations.

Dispatcher/Customer Service(1st promotion within company) MAP Communications, Inc. • Edinburg, TX

November 2019 to June 2021

• Dispatched messages, work orders, health care pagers, and client instructions to designated clients across a variety of industries.

• Used Zendesk, Salesforce, & CRM systems to access callers’ PHI, enter & update records, or dispatch verbal messages documented by agents during live client calls.

Virtual Receptionist(Entry Level Position)

MAP Communications, Inc. • Edinburg, TX

August 2019 to November 2019

• Handled 120 to 150 calls per day, including high-volume periods, for plumbing, electrical, health care(At times CVS Caremark), legal, and other industries served by the company.

• Recorded and logged information verbally communicated by callers in CRM systems(At times EPIC, Salesforce, Zendesk), supporting accurate documentation and client follow-up.

• Applied HIPAA compliance measures and safety guidelines when receiving and documenting information from clients’ callers.

Omar Velasquez

+1-956-***-**** / **********@*******.*** / Mercedes, TX 78570 Education

GED

Homer Hanna High School • Brownsville, TX

2005 to 2007

Skills

Zendesk Customer service English Technical support Communication skills Cash handling Leadership Supervising experience Spanish Multitasking Administrative experience Empathy Customer support Organizational skills Effective Communication Salesforce Typing Microsoft Office

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