Yalman Rivera

Technical Support And Customer Support Representative

Contact
Address

Sabana-Grande From Baseball Yard 2 Blocks West 1/2 Blocks South.

Managua, MN, 10003

Phone

505 7611-4981

E-mail

[email protected]

Skills
Technical issues analysis

Excellent

Desktop support

Very Good

Windows 10

Excellent

Data Entry

Very Good

Technical Support

Excellent

Conflict deescalation

Excellent

Application support

Very Good

Customer service expert

Excellent

Perfect Attendance Award

Excellent

Languages
English

Advanced

Spanish

Native
Computer User Support Specialist with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. First-rate customer care with exceptional skills and knowledge in technical support and retention and over 7 direct years of experience providing outstanding support to users of all levels. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 6 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. Seasoned Retail Sales Associate committed to providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills. Knowledgeable and dedicated customer service professional with extensive experience in sales industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Work History

2016-04 – 2017-05

Technical Support Representative

Sitel, Managua, Managua
·       Processed over 80 support requests received over 5 mins for technical assistance on wide range of issues related to Tv and internet issues.

·       Configured hardware, devices and software to set up work stations for employees.

·       Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

·       Developed and tested new product offerings prior to release to assist development team in bug identification.

·       Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

·       Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

·       Provided Tier 1 IT support to non-technical internal users through desk side support services.

·       Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

2017-11 – 2020-03

Tier 1 Technical Support Representative

Concentrix, Managua, Managua
·       Collaborated with vendors to locate replacement components and resolve advanced problems.

·       Developed and tested new product offerings prior to release to assist development team in bug identification.

·       Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

·       Helped streamline repair processes and update procedures for support action consistency.

·       Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

·       Monitored systems in operation and input commands to troubleshoot areas such as Website and Operating Systems Issues.

·       Documented all transactions and support interactions in system for future reference and addition to knowledge base.

·       Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.

·       Delivered technical sales presentations to prospects and presented benefits and value of insurance products.

·       Removed and replaced malfunctioning components to correct hardware problems.

·       Increased sales by educating prospects on benefits of products and services in comparison to competitors.

·       Explained technical information in clear terms to non-technical individuals to promote better understanding.

2014-06 – 2016-03

Customer Service Representative

Accedo Technologies, Masaya, Masaya
·       Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

·       Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

·       Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

·       Suggested new procedure to persuade cancelling customers to stay with company, resulting in 7% decrease in cancellations.

·       Provided primary customer support to internal and external customers in fast-paced environment.
Education

2001-02 – 2006-12

High School Diploma

Benitto Pittito Labella – Managua

2003-01 – 2007-12

Tecnico Medio En Electronica Industrial: Electronics Technology

Instituto Nacional Tecnologico Simon Bolivar – Managua