Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cassandra Tamayo

Miami,FL

Summary

Dependable tec support agent with 3 years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Paramount Staffing / Metronet
09.2024 - Current
  • Resolved escalated customer service issues promptly across phone, email, and live chat channels.
  • Guided customers in troubleshooting equipment-related problems to enhance user experience.
  • Updated software for customer equipment to improve overall functionality.
  • Escalated complex technical issues to senior staff, ensuring thorough resolution follow-up.
  • Collaborated with internal teams to provide accurate information to customers and service accounts.
  • Instructed customers on common phone hardware and software configurations to optimize service efficiency.
  • Assisted customers with various technical issues, maintaining high satisfaction levels through effective communication.
  • Ensured comprehensive support by utilizing multiple communication channels for customer assistance.

Technical Support Representative

Foundever for Starbucks campaign
Miami, FL
08.2020 - 09.2024
  • Resolved customer service issues through effective guidance and escalation for advanced support.
  • Assisted customers with technical issues via email, live chat, and telephone.
  • Served as initial contact for incoming technical service calls and emails.
  • Guided customers through phone hardware and software configurations to enhance functionality.
  • Delivered remote assistance for technical problems using screen sharing and control tools.
  • Troubleshot hardware issues and coordinated with service providers for user repairs.
  • Reviewed support cases for accuracy and identified necessary process improvements.
  • Conducted regular maintenance checks on customer systems.

Customer Service Representative

Foundever Starbucks campaign
Miami , FL
06.2016 - 08.2020
  • Elevated customer satisfaction by resolving issues with expert, courteous service.
  • Handled calls and emails to deliver frontline support for transactions.
  • Maintained professionalism in stressful situations, diffusing tension effectively.
  • Excelled in communication to resolve product and consumer complaints efficiently.
  • Cultivated strong customer relationships, promoting repeat business.
  • Utilized probing questions to accurately determine service needs and input data.
  • Reduced wait times significantly, minimizing customer complaints.

Education

High School Diploma -

Miami Senior High School
Miami, FL

Some College (No Degree) - Information Technology

Miami Dade County
Miami , FL

Skills

  • Windows XP/Vista
  • Hardware Upgrades
  • Technical Troubleshooting
  • Customer Support Needs Assessment
  • Call Center Operations
  • Customer Service Support
  • Microsoft Windows and Office
  • Verbal and Written Communication
  • Help Desk Support
  • Troubleshooting Network Issues
  • Documentation Development

Languages

Spanish
Professional

Timeline

Technical Support Representative

Paramount Staffing / Metronet
09.2024 - Current

Technical Support Representative

Foundever for Starbucks campaign
08.2020 - 09.2024

Customer Service Representative

Foundever Starbucks campaign
06.2016 - 08.2020

High School Diploma -

Miami Senior High School

Some College (No Degree) - Information Technology

Miami Dade County

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