Ernesto Olivos Castillo
Miami,FL
Summary
Experienced with diagnosing and resolving technical issues in customer support environment. Utilizes effective communication to ensure customer needs are met promptly. Track record of employing problem-solving techniques to enhance user satisfaction.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Walgreens
02.2024 - 11.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Support Technician
Takeoff Technologies
02.2022 - 01.2024
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Dispatcher
Adf Airways | International Flight School
08.2019 - 01.2022
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Education
Datasys+ -
CompTIA
07-2025
Data+ -
CompTIA
04-2025
Sport Pilot Certificate -
Adf Flight School
Miami, FL05-2021
High School Diploma -
John A. Ferguson
Miami06-2016
Skills
- Trilingual: English, Spanish, and Italian
- Remote customer support
- Complaint resolution
- Service ticket tracking
- Documentation and reporting
- Microsoft Office and ticketing systems
Timeline
Call Center Representative
Walgreens
02.2024 - 11.2024
Customer Support Technician
Takeoff Technologies
02.2022 - 01.2024
Dispatcher
Adf Airways | International Flight School
08.2019 - 01.2022
Datasys+ -
CompTIA
Data+ -
CompTIA
Sport Pilot Certificate -
Adf Flight School
High School Diploma -
John A. Ferguson
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