Summary
Work History
Education
Skills
Timeline
Generic

Kelia E. Rivera Castillo

Las vegas,Nevada

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Work History

Tech support & customer service

By Xpert Nicaragua
02 2023 - 02 2024
  • Enhanced user experience by addressing and resolving technical issues related with Exchange and VIop devices
  • Streamlined communication between team members, fostering a collaborative environment for project success
  • Evaluated potential software issue and to be addressing in the timely manner.
  • Conducted thorough research on emerging technologies, keeping the team informed of relevant trends.
  • Mentored new Teen Tech Members, providing guidance on program goals and expectations.

Customer Service Representative

Concentrix Nicaragua
07 2020 - 01 2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Technical Assistant

Concentrix
06 2015 - 07 2020
  • Gathered, organized and distributed technical documentation.
  • Analyzed system logs to identify potential issues and proactively address them before they escalate into larger problems, ensuring uninterrupted service.
  • Maintained up-to-date knowledge of relevant hardware, software, and network resources to provide expert guidance on system optimization strategies.
  • Performed minor maintenance and repair on malfunctioning computer equipment.
  • Troubleshot malfunctioning hardware and software deployments to support nonstop operations.

Credit Analyst

Sitel Nicaragua
01 2020 - 07 2020
  • Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
  • Gathered loan documentation for underwriting.
  • Analyzed credit scores to determine borrowers' creditworthiness.
  • Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
  • Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.

Education

Pharmacology - Pharmacist

Universidad de Occidente
03.2010

Skills

  • Data analysis
  • Experienced with iOS, Windows software
  • Commercial and consumer clients
  • Verbal and written communication in english lenguage
  • excellent typing skills
  • Problem-Solving
  • Clerical Support
  • MS Office
  • Multitasking Abilities
  • Organization and Time Management since I've been working remote
  • Good Telephone Etiquette

Timeline

Tech support & customer service

By Xpert Nicaragua
02 2023 - 02 2024

Customer Service Representative

Concentrix Nicaragua
07 2020 - 01 2022

Technical Assistant

Concentrix
06 2015 - 07 2020

Credit Analyst

Sitel Nicaragua
01 2020 - 07 2020

Pharmacology - Pharmacist

Universidad de Occidente

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Kelia E. Rivera Castillo