Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Carlos Quiroga

Brandon,FL

Summary

Versatile and multilingual professional with extensive experience in providing exceptional customer service and technical support, positively impacting all customer interactions and engineering efforts for supported products. . Adept at troubleshooting and resolving complex issues related to computer systems, software applications, and mobile devices. Proficient in interpreting and translating between English and Spanish, ensuring clear communication across diverse audiences. Dedicated to delivering a seamless customer experience through active listening, empathy, and a solutions-oriented approach. Skilled in multitasking, problem-solving, and working collaboratively in fast-paced environments

Overview

6
6
years of professional experience
1
1
Certification

Work History

Tier 1 Technical Support Representative

Verizon Wireless
11.2021 - 08.2023
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues, guiding customers through steps to resolve connectivity issues, software problems, account settings, and other common issues.
  • Developed strong relationships with clients, fostering trust in our ability to resolve their technical challenges quickly.
  • Stayed up-to-date on product knowledge, ensuring accurate and timely information was relayed to clients.
  • Upheld company reputation by adhering to strict confidentiality protocols when handling sensitive client data.
  • Maintained detailed records of customer interactions, noting solutions provided for future reference.
  • Assisted customers with basic account-related tasks, such as updating billing information, changing plans, or processing service requests.
  • Handled and documented customer complaints providing first contact resolution by effectively troubleshooting software and hardware problems to prevent repeat calls.
  • Escalated high-priority incidents to appropriate departments, ensuring swift resolution and minimal downtime.

Customer Service Advocate

Verizon Wireless
03.2018 - 11.2021
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly always focusing on customer satisfaction.
  • Educated customers about billing, payment processing, support policies and procedures and different products and services, providing options according to specific needs.
  • Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.

Interpreter

Cyracom International
07.2017 - 03.2018
  • Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
  • Provided interpretation to customers in different industries including among others medical, financial, law enforcement, insurance.
  • Maintained message content, tone, and emotion as closely as possible.
  • Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
  • Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.

Education

BBA - Business Administration

Universidad Autonoma Del Caribe
Barranquilla, Colombia(South America)
12.1998

Skills

  • Network Troubleshooting
  • Remote Support
  • Ticket management
  • Software Installation
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Fluent Bilingualism
  • Client Confidentiality
  • Professional ethics
  • Interpersonal Communication
  • Cross-cultural communication
  • Microsoft Office
  • Fluent Spanish

Certification

  • Cybersecurity: Managing Risk in the Information Age

Harvard Office of the Vice Provost for Advances in Learning through Harvard X

Online Course - November 2023 - February 2024

Languages

Spanish
Native or Bilingual
Italian
Elementary

Timeline

Tier 1 Technical Support Representative

Verizon Wireless
11.2021 - 08.2023

Customer Service Advocate

Verizon Wireless
03.2018 - 11.2021

Interpreter

Cyracom International
07.2017 - 03.2018

BBA - Business Administration

Universidad Autonoma Del Caribe

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Carlos Quiroga