Mario David Mora Romero
Resolution Specialist
Perez Zeledon,San Jose
Summary
Enthusiastic resolution specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of customer service/tech support and promptly use of resources. Motivated to learn, grow and excel.
Overview
2
2
Languages
7
7
years of post-secondary education
6
6
years of professional experience
Work History
Audible Resolution Specialist
Amazon
Heredia, Heredia
01.2018 - Current
- Manage live contact support for Audible representatives globally (customer service, tech support, exceptions and best practices).
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Carried out day-day-day duties accurately and efficiently.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Resolved problems, improved operations and provided exceptional service.
- Maintained energy and enthusiasm in fast-paced environment.
- Developed team communications and information for meetings.
Audible Customer Service / Tech Support
Amazon
Heredia, Costa Rica, Heredia
10.2016 - 03.2018
- Guide consumers through basic troubleshooting.
- Manage billing inquiries such as: account balance, billing cycle and payment procedures.
- In-depth troubleshoot for first contact resolution.
- Increased customer satisfaction by resolving content and purchase issues.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Carried out day-day-day duties accurately and efficiently.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided on-call support for critical in app issues related to Audible on supported surfaces (Android, iOS, Windows)
LG Delivery Representative
The Results Company
Heredia, Costa Rica, Heredia
10.2014 - 10.2015
- Wave #1 Ramped up with 15 agents and increasing up to 60 in two months.
- Helped on training and ABAY process by doing up-trainings delivery and working as mentor.
- Implementation and modification of complementary procedures, and Job Aids to help agents to improve their knowledge and skills.
- Assisted as Floor Support.
- LG Delivery Back Office first Agent that established a full 15 people team
- Perform order modifications such as: cancellations, reschedules, returns, replacements, etc.
- Coordinate deliveries and product shipments.
- LG Delivery Mentor.
- Quality monitoring.
- Up-train inbound and back office agents to ensure client satisfaction.
- Work as back-up supervisor
TWC ECommerce Sales Agent
Time Warner Cable
Heredia, Heredia
02.2014 - 07.2014
- Live order entry of cable, internet and phone services.
- Guide consumers through TWC website for online purchases and premium tiers add-ons.
- Product advisor focused on maximize consumer satisfaction.
- TWC eCommerce Back office Agent.
- Order entry task.
- Create and upgrade accounts.
- Manage online order entry queue
Technical Support Agent
STARTEK International, Comcast Care North East Cable
Heredia, Costa Rica, Heredia
11.2013 - 07.2014
- Guidance of consumers through basic troubleshooting steps.
- Manage billing inquiries such as: account balance, billing cycle and payment procedures.
- Maximize consumers entertainment experiences.
- Upgrade accounts among a variety of service bundles , digital equipment and premium tiers to fulfill consumer needs.
Education
High School Diploma -
Liceo Unesco
Perez Zeledon, San Jose, Costa Rica 02.2006 - 11.2012
IT Course - IT (IT Essentials ITE1IG1SC-IIEX2016 )
Academia Tecnologica UCR
San Pedro, Montes De Oca, San Jose, Costa Rica 04.2016 - 06.2016
Skills
Computer knowledgeundefined
Accomplishments
- Bachillerato de education diversificada : (2012).
- IT ESSENTIALS - ITE1IG1SC-IIEX2016: (2016).
Timeline
Audible Resolution Specialist
Amazon
01.2018 - Current
Audible Customer Service / Tech Support
Amazon
10.2016 - 03.2018
IT Course - IT (IT Essentials ITE1IG1SC-IIEX2016 )
Academia Tecnologica UCR
04.2016 - 06.2016
LG Delivery Representative
The Results Company
10.2014 - 10.2015
TWC ECommerce Sales Agent
Time Warner Cable
02.2014 - 07.2014
Technical Support Agent
STARTEK International, Comcast Care North East Cable
11.2013 - 07.2014
High School Diploma -
Liceo Unesco
02.2006 - 11.2012
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