Name: Esteban González Rojas:

• Sex: Male.
• ID:
• Date of birth: 08/10/1997.
• Place of Birth: San Jose, Costa Rica
• Address of address: San Rafael, Heredia.
• Cell Phone: (506)
• Email:

Formal academic education:
• Secondary School: Nuestra Señora de Lourdes (High School Diploma)
• Elementary School: Nuestra Señora de Lourdes.

Languages:

• Spanish: Native
• English
• French (Currently learning in Alianza Francesa)



Summary

Highly responsible person. Quick underattendance and learning about almost any topic.
Customer Service oriented, self-paced person, self-motivated, excellent handling under pressure. Active student of the Computer Engineering.







Skills


• Customer Service Specialist, excellent communication skills and written.

• Excellent management and control of personnel.

• Advanced knowledge in Microsoft Office and Vision packages.

• Knowledge and proper management of metrics and quality systems (Clear Metrix).

• HR assistant knowledge in Interviews and talent acquisition roles.

• Knowledge in Cisco networks and CCNA Networking.

• Knowledge in telecommunications, VoIP protocols and IT Essentials networks certified.

• Knowledge CompTIA.

• Knowledge in Python, C++, Html5.

• Excellent multitasking (Phone, chats, emails) Live and offline channels.

• Excellent handling work under pressure, compliance with imposed metrics and very good attitude.

• Knowledge in CRM, Paragon, CSC, Remedy ticketing, SLA reporting, AUX reporting.
















Work experience:


SYKES Latin America Enterprises: AT&T Wireless Communications.

Roles performed:

• Phone Agent.





Knowledge:

AT&T Wireless is the largest mobile phone company in the United States, providing
Mobile service and 4G / 5G cellular data to more than 40 million people in that country. We were in charge of reviewing monthly invoicing, resolving any inconvenience, sales of DirecTV and others.


• To offer integrated products on 100% of the calls.

• To respect integrity guidelines given by the account.

• To solve customer needs through premium entertainment solutions with outstanding customer service.

• To meet established sales, service, productivity and quality standards.

• To keep account information confidential and protect it from unauthorized use.

• Ability to inspire and influence.

• Highly self-motivated and negotiation skills.

• Out of the box thinker.

• Results oriented.

• Ambitious and resilient






CSS CORP: Vonage Telecommunications & VOiP / USA.

Roles and tasks performed:

Advanced Technical Support Agent:

• IP phones provision for large scale and medium scale call centres, fix and maintenance of equipment, Cisco, Polycom, Avaya etc.

• Deliver excellent customer service through phone, chat, emails, salesforce cases and more.

• To understand and explain to potential customers, the ISP importance in a Call Center, TCIP protocols, to self-provisioning phones, to configurate, and update this equipment; public and private IP addresses and its connection through firewalls, managed/unmanaged switches, switching and routing.

• Technical analyst reporting of calls, technical advisor on configuration of Voice mail, calls routing, call paths, database cluster analyst.

Knowledge:

Vonage is a communication platform as a service (CPaaS) provider for consumers and businesses that makes it possible for customers to connect and communicate on any device through cloud-hosted voice, video, chat and short message service (SMS). Vonage allows developers to integrate real-time messaging, voice and authentication into applications without having to building backend infrastructure through its Nexmo API platform.






Concentrix-Convergys: AT&T DIRECTV (Satellites Services):

Knowledge:

DIRECTV is a cable service for a satellite dish, we are in charge of evaluating the connections between satellites-satellite dish-receivers of the latest technology.

Roles and tasks performed:

• Advanced Technical Support Agent.

• We took care of solving basic and advanced connection errors between receiver connections to the internal or underground connections of the service.

• To offer integrated products on 100% of the calls, Protection plans to cover the technician visits to a specific home.

• To chat, schedule technician visit, calling technician supervisors and set appointments.

• To reprogram remote controls for TV’s.

• Deliver excellent customer service and technical guidance to our customers.
































Amazon Web Services:

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing all is about, and whether it can be useful for their business needs. We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

Roles and tasks performed:

· TCSA position.

· Delivering technical customer service via phone, and email.

· Providing prompt, efficient, detailed, customer-oriented service to AWS customers.

· Working with other customer support teams to ensure a consistent and high-quality level of support.

· Being a voice and advocate for our customers when something doesn’t feel right.

· Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.

· Acting as an advocate for our customer, reporting and acting on observed areas for improvement.

· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.

· Assisting with customer communication during AWS critical launches and support events.

· Assuming responsibility for developing detailed knowledge about specific product lines and features.

· Making sure internal knowledge reference pages are updated.















Gaming Support Project Lead (5CA Global@King Project):

• Act as the main point of contact for clients for all operational matters related to your project.
• Manage & coach the Team Lead(s) and Senior Agents.
• Reach Service Level (SL) & Key Performance Indicator (KPI) targets (quantitative & qualitative). You continuously strive to optimize the performance of your project(s) and closely monitor real-time performance on SLs and KPIs.
• Update clients on a regular basis about 5CA's support services through weekly meetings and monthly business reviews.
• Providing immediate feedback to the client regarding product- or service related issues, while establishing procedures for when the need to provide immediate feedback arises.
• Ensure a solid content framework is in place to support the team (training, knowledge base, templates).
• Pro-actively Identify bottlenecks which impact customer experience and/or agent efficiency and come up with suggested improvements.
• Coordinate closely with supporting departments within 5CA regarding staffing, coverage, volume trends, quality assurance, etc.
• Report to Operations Manager about the performance of your project(s). Detect areas of improvement within your project(s) and align with the Manager Operations and Client Service Manager to plan and implement related changes.



Dispute Resolution- Intermediate – Equifax


· Provide high quality customer service ensuring all requests and needs are fulfilled and
fully understood.
· Handle calls, requests and complains.
· Collaborate with other internal departments.
· Educate consumers on dispute management and offer options for resolution.
· Perform file updates, as required.
· Perform sales, as required.
· Troubleshoot and provide support to our consumers/members regarding their credit
information.
· Provides consumers/members support/education and file interpretation
· Continuous training/enhancing of service and products knowledge.
· Participate in special projects or assignments when requested, as well as proactive team and individual efforts to achieve department and company goals.
· Applies documented rules and procedures on an independent level.
· Effectively identifies problems and takes appropriate steps to solve them, even when it is complex.
· Ensure the compliance with company’s procedures and policies.
· Propose ideas to promote improved service and customer satisfaction.
· Perform metrics including, but not limited to: volume handled, average handled time,
sales, quality, attendance, service level agreements.






Sincerely,



Esteban González Rojas