Viviana Castro
Toledo,OH
Summary
Highly-motivated student eager to utilize knowledge obtained in the criminal justice major to become a Victim Advocate. From years of customer service work I have acquired interpersonal communication skills and problem-solving abilities. A quick learner and very versatile, I believe all of these skills will help me in my future endeavors. When teaching abroad, I was taken out of my comfort zone, which made me more independent and less likely to hold back from arisen opportunities. Overall, I believe the skills I have acquired over my years of employment and the knowledge I will acquire from my studies, will make me a great candidate for a career in advocacy.
Overview
10
10
years of professional experience
Work History
Technical Support Supervisor
Suite Solutions
Toledo, OH
01.2022 - Current
- Provide technical assistance to customers through phone, email, and chat support.
- Troubleshoot customer inquiries related to software and hardware issues.
- Resolve escalated customer service issues in a timely manner.
- Maintain detailed records of customer interactions and transactions.
- Ensure compliance with company policies and procedures regarding technical support operations.
- Recommend upgrades or additional features that could enhance user experience.
- Provide training and guidance to junior staff members, as needed.
- Participate in special projects as assigned by the management team.
- Serve as the first point of contact for incoming technical service calls and emails.
- Support customers with online billing, access, and account issues.
- Work with internal teams to deliver accurate information to customers and service accounts.
Sales Agent
Erie Construction
Toledo, OH
02.2021 - 04.2021
- Made outbound calls to potential prospects
- Input information into an online system
- Solicited Roofing appointments and product
- Accurately read a schedule chart and book accordingly
Server
Ideal Hot Dog
Toledo, Holland, OH
08.2019 - 02.2020
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Delivered food orders promptly and courteously.
Senior Technical Support Specialist
Velocity
Holland, OH
08.2018 - 08.2019
- Provided technical support for customers over the phone and via email.
- Maintained customer accounts in a CRM system to track customer interactions.
- Developed and implemented strategies to improve customer satisfaction levels.
- Resolved complex technical issues with customers, including hardware and software problems.
- Assisted junior staff members with resolving technical issues they were unable to solve themselves.
- Created detailed reports on customer service activities for management review.
- Conducted training sessions for new employees on the use of hardware and software products.
- Assumed remote control over customers' computers when necessary to resolve problems.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Cash Register Operator
Kohl’s
Perrysburg, OH
11.2016 - 02.2017
Hostess/Cashier/Busser
El Vaquero
Perrysburg, OH
02.2015 - 09.2016
Education
Associate of Arts - Criminal Justice
Owens Community College
Perrysburg, OH01-2026
High School Diploma -
Perrysburg High School
Perrysburg05.2017
Skills
- Computer skills
- Typing skills
- Conflict resolution
- Excellent written and verbal communication skills
- Call Center Operations
- Microsoft Outlook
- Technical Troubleshooting
- Customer Service
- Troubleshooting
- Technical Support
- MS Office Proficiency
Languages
Spanish
Limited
Italian
Limited
Accomplishments
- Supervisor promotion - Suite Solutions, January 2024
Work Abroad
English Teacher - Emilia Romagna, Italy
March 2018 - June 2018
Greenheart Travel
- Constructed English lessons
- Encouraged self-expression among learners through oral presentations or role plays.
- Provided feedback on written assignments submitted by students.
- Developed and implemented English curriculum to meet the needs of students.
- Conducted classroom activities to encourage student engagement in language learning.
- Designed assessments to monitor student progress in English language development.
- Created lesson plans, handouts, and other materials for teaching English grammar, reading comprehension, and creative writing skills.
- Collaborated with colleagues to develop new strategies for teaching English as a second language.
- Integrated current events into lessons to promote critical thinking among students.
Timeline
Technical Support Supervisor
Suite Solutions
01.2022 - Current
Sales Agent
Erie Construction
02.2021 - 04.2021
Server
Ideal Hot Dog
08.2019 - 02.2020
Senior Technical Support Specialist
Velocity
08.2018 - 08.2019
Cash Register Operator
Kohl’s
11.2016 - 02.2017
Hostess/Cashier/Busser
El Vaquero
02.2015 - 09.2016
High School Diploma -
Perrysburg High School
Associate of Arts - Criminal Justice
Owens Community College
Similar Profiles
Tamia SmithTamia Smith
Receptionist at Marrik suite solutionsReceptionist at Marrik suite solutions
Viviana CastroViviana Castro
Technical Support Supervisor at Suite Solutions TvTechnical Support Supervisor at Suite Solutions Tv
JAMES C. THOMASJAMES C. THOMAS
Hospitality Specialist/Community Relations at Suite Solutions LLCHospitality Specialist/Community Relations at Suite Solutions LLC
Tyler AckermanTyler Ackerman
Personal Production Assistant at Huntington National BankPersonal Production Assistant at Huntington National Bank
MYRON PARSONSMYRON PARSONS
Senior Sales Manager at Safe Haven ADT SecuritySenior Sales Manager at Safe Haven ADT Security