Dante Castillo
Houston,TX
Summary
Detail-oriented Technical Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
14
14
years of professional experience
Work History
Bilingual Technical Support Specialist I
Baxter
03.2023 - 07.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned clinical permissions.
- Monitored system performance to identify potential issues.
- Maintaining contact directly with AE (Sales Representatives) to create new accounts and permissions on Sales Force.
- Attention to detail
- Team work and communication.
Technical Support Specialist
Cox Automotive
09.2021 - 03.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Representative
FIS
06.2022 - 12.2022
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Care Specialist
Percepta
- Providing introductory information to new customers
- Ensuring that customers are satisfied with products or services
- Following up with clients or customers to check that they’re still satisfied with any purchases
- Letting customers or clients know about additional products or services
- Determining the quickest, most effective ways to answer a client’s or customer’s questions
- Escalating queries and concerns
- Troubleshooting common issues with a product or service
- Working with a team of CSRs and other departments to find appropriate solutions
Technical Support Representative
Asurion
08.2019 - 12.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
- Conducted in-depth product and issue resolution research to address customer concerns.
- Managed high levels of call flow and responded to AT&T technical support needs.
Sales Representative
Global Tele sourcing LLC
02.2017 - 01.2018
- Devised and implemented product strategies for filling market gaps and driving consistent sales
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements
- Implemented marketing strategies and techniques, increasing revenue and customer satisfaction
- Developed and delivered engaging sales presentations to convey product benefits.
SITEL - Technical Support Representative
11.2014 - 12.2016
- Resolved issues with systems, hardware and telephones quickly and accurately
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Customer Care Representative
Teleperformance
09.2010 - 09.2014
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Responded to customer needs through competent customer service and prompt problem-solving
- Developed client rapport by promptly processing requests and resolving financial discrepancies
- Assisted call-in customers with questions and orders
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Education
No Degree - Mechanical And Electric Engineering
FIME
Mexico, Nuevo LeonHigh School Diploma -
UANL
01.2010
Skills
- Desktop support
- Data Recovery
- Troubleshooting Technical Issues
- Customer service expert
- Technical Writing
- Interpersonal communication skills
- Understanding Customer Needs
- Interpretation and Translation Services
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Account Management
- Data Entry and Maintenance
- Remote Support
- Accurate Documentation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Technical Support Specialist I
Baxter
03.2023 - 07.2024
Customer Service Representative
FIS
06.2022 - 12.2022
Technical Support Specialist
Cox Automotive
09.2021 - 03.2022
Technical Support Representative
Asurion
08.2019 - 12.2020
Sales Representative
Global Tele sourcing LLC
02.2017 - 01.2018
SITEL - Technical Support Representative
11.2014 - 12.2016
Customer Care Representative
Teleperformance
09.2010 - 09.2014
Customer Care Specialist
Percepta
No Degree - Mechanical And Electric Engineering
FIME
High School Diploma -
UANL
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