Marcos Antonio Ibarra Morales
Kent,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Webhelp
Managua, Managua
07.2022 - 10.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
Tier 1 Technical Support Advisor
Concentrix, nicaragua
Managua, Managua
05.2019 - 04.2022
- Provided technical assistance and support to customers via telephone and email.
- Developed in-depth knowledge of products, services, and troubleshooting techniques.
- Diagnosed customer issues by asking probing questions and conducting research.
- Assisted customers with account management, billing inquiries, product installation, and other common queries.
- Collaborated closely with colleagues across departments to resolve complex customer service requests efficiently.
- Suggested innovative solutions for improving efficiency in the daily operations of the technical support team.
- Participated actively in team meetings to share ideas for streamlining processes or improving customer service standards.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
English Teacher
Academia Nacional de idiomas
Managua, Managua
02.2017 - 11.2017
- Provided feedback on written assignments submitted by students.
- Designed assessments to monitor student progress in English language development.
- Provided individualized instruction for struggling students.
- Created lesson plans, handouts, and other materials for teaching English grammar, reading comprehension, and creative writing skills.
- Assessed student performance through tests, quizzes, and other forms of assessment.
- Adapted teaching methods based on each student's unique needs and abilities.
- Incorporated technology into daily lessons to enhance instruction.
- Utilized multimedia resources such as videos and podcasts in class sessions.
- Used online resources to complement traditional course materials and aid in student learning.
- Customized innovative methods and materials to produce effective learning experiences.
Education
Diploma - Bible Studies
Dwight Carr Bible Institute
Diriamba, Nicaragua02-2015
High School Diploma -
Instituto Miguel Bonilla
Managua, Nicaragua12-2014
Some College (No Degree) - Medicine
Facultad De Ciencias Medicas UNAN-Managua
Managua, NicaraguaSome College (No Degree) - Basic Informatic
Centro De Capacitacion Comercial
Managua, NicaraguaSkills
- Account updating
- Data Entry
- Data Collection
- Scheduling
- Call Management
- Product Knowledge
- Inbound and Outbound Calling
- Information Security
- Customer Service
- Adaptive team player
- Problem Resolution
- Microsoft PowerPoint
- High-energy attitude
- Technical Support
- Critical Thinking
- Computer Proficiency
- Call Center Operations
- Paperwork Processing
- Report Generation
- Appointment Scheduling
- Research
- Account Management
- Multi-Task Management
- Calendaring
Languages
Spanish
Native/ Bilingual
English
Professional
Timeline
Customer Service Representative
Webhelp
07.2022 - 10.2022
Tier 1 Technical Support Advisor
Concentrix, nicaragua
05.2019 - 04.2022
English Teacher
Academia Nacional de idiomas
02.2017 - 11.2017
Diploma - Bible Studies
Dwight Carr Bible Institute
High School Diploma -
Instituto Miguel Bonilla
Some College (No Degree) - Medicine
Facultad De Ciencias Medicas UNAN-Managua
Some College (No Degree) - Basic Informatic
Centro De Capacitacion Comercial