Marlon Alexander Barrios Sosa
.
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
2022
2022
years of post-secondary education
1
1
Language
Work History
Customer Service Representative
Five Star Call Centers- Spot Hero
11.2024 - 05.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Travel Advisor and Sales Representative
Allied Global
07.2024 - 11.2024
- Planned and coordinated all travel for clients based on budgets
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Assisted clients in choosing suitable vacation packages by assessing their needs and preferences.
Customer Care Representative
Conduent Royal Caribbean
03.2022 - 04.2024
- Planned and coordinated all travel for clients based on budgets, departure times and travel needs.
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
Customer Care, Loyalty and Retention
FFH TELUS
12.2018 - 11.2021
- Negotiated with clients to renew contracts and retain business while increasing revenue and profits for company.
- Resolved problems, improved operations and provided exceptional service.
Technical Support/Tier 2 Technical Support Specialist
GO TO
03.2016 - 06.2018
- Configured networks to meet performance requirements.
- Used remote access to navigate and link to customer computers.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Enhanced data security measures, conducting regular reviews and updates of security protocols.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Resolved complex customer issues with tailored troubleshooting approach, ensuring high customer satisfaction.
Customer Service Representative Team Lead
Alorica
11.2013 - 02.2016
- Assisted customers with product-related questions, prepaid telecommunication account.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Improved overall call center performance with effective coaching and feedback to team members.
Real Estate Analyst
PACIFIC STAR FINANCIAL
11.2010 - 12.2012
- Reported on property values in comparison to other houses around same area
- Maximized revenue potential from properties through strategic leasing and marketing efforts.
- Analyzed competitor data to identify opportunities for differentiation and enhanced market positioning.
Education
Diploma of Higher Education -
Colegio Los Arcos
No Degree - Cisco CCNA
INTECAP
05.2001 - 01.2018
Skills
Customer service
Technical Support Skills
Sales knowledge
Advanced Product Knowledge
Payment Processing
Call center experience
Follow-up skills
Team development
Customer relations
Decision-making
Team collaboration
Timeline
Customer Service Representative
Five Star Call Centers- Spot Hero
11.2024 - 05.2025
Travel Advisor and Sales Representative
Allied Global
07.2024 - 11.2024
Customer Care Representative
Conduent Royal Caribbean
03.2022 - 04.2024
Customer Care, Loyalty and Retention
FFH TELUS
12.2018 - 11.2021
Technical Support/Tier 2 Technical Support Specialist
GO TO
03.2016 - 06.2018
Customer Service Representative Team Lead
Alorica
11.2013 - 02.2016
Real Estate Analyst
PACIFIC STAR FINANCIAL
11.2010 - 12.2012
No Degree - Cisco CCNA
INTECAP
05.2001 - 01.2018
Diploma of Higher Education -
Colegio Los Arcos
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