Ana Quijada Lopez
Bradenton,US
Summary
Dedicated technical support professional with extensive experience in troubleshooting and resolving complex technical issues while enhancing user experiences. Recognized for fostering a collaborative environment that emphasizes team synergy and adaptability to meet evolving challenges. Proficient in diagnosing and addressing technical challenges, consistently delivering reliable solutions that drive efficiency and satisfaction. Committed to leveraging expertise to contribute positively to team objectives and organizational success.
Overview
5
5
years of professional experience
Work History
Tech Support Specialist
Abc Financial
07.2023 - Current
- Resolved technical issues for clients, ensuring timely and effective solutions.
- Provided exceptional customer support through various communication channels, enhancing client satisfaction.
- Analyzed system performance and identified areas for improvement to optimize user experience.
- Trained new staff on software tools and best practices, fostering team knowledge and efficiency.
- Mentored junior specialists, promoting skill development and effective resolution strategies within the team.
Tech Support Specialist And Helps Desk
GoGPS
02.2022 - Current
- Using Zoho CRM and supporting project tasks for performance & capacity maintenance operations
- Discussing issues or challenges, advising, and helping team members troubleshoot inputs
- Maintaining a professional and courteous demeanor with frustrated customers
- Efficiently facilitate daily orders through calls, emails, live support, and voice mails.
Customer Support Specialist
Ability-Go
11.2021 - Current
- Develop effective relationships with all call center departments through clear communication
- Handle inbound calls from account holders and documented calls to create cases using salesforce
- Respond to questions and concerns about services and escalate calls appropriately
- Educate members on benefit services and coverage.
Customer Representative
Startek
06.2021 - Current
- Handled call duties, including updating customers' accounts, retrieving customer data, presenting relevant product information, and canceling services
- Responded to billing inquiries, providing quality service to customers inquiring about the products
- Strive for quick complaint resolution to resolve problems on the first call.
Education
Certificate In Leadership -
12.2021
Bachelor Of Science (B.S.) - Information Technology
Florida International University
FL, US12.2021
Associate In Arts (A.A.) - General Studies
State College of Florida
FL01.2018
Skills
- Technical Support and Assistance
- Remote Technical Assistance
- First Level Support
- User Experience
- Remote IT Implementation
- Telephone Call Control
- Organizational Skills
- Customer Communication and Empathy
- Service Desk Team Management
- Tech Support
- Friendly and Patient
- Remote support
- Technical troubleshooting
- Problem resolution
- Software installation
- User training
- Ticket support system management
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Supervised team of ten staff members.
- Collaborated with team of 7 in the development of a Senior project.
Affiliations
SWE Society of Women Engineers, US
Languages
English
Proficient (C2)
Native
Spanish
Proficient (C2)
Native
Timeline
Tech Support Specialist
Abc Financial
07.2023 - Current
Tech Support Specialist And Helps Desk
GoGPS
02.2022 - Current
Customer Support Specialist
Ability-Go
11.2021 - Current
Customer Representative
Startek
06.2021 - Current
Bachelor Of Science (B.S.) - Information Technology
Florida International University
Associate In Arts (A.A.) - General Studies
State College of Florida