Viviana M Castro

• Troubleshot customer inquiries related to software and hardware issues.
• Assisted customers with installation of new hardware and software applications.
• Provided technical assistance to customers through phone, email and chat support.
• Handled customer service issues by providing guidance or escalating for advanced support.
• Managed incoming calls from clients needing assistance
• Ensure all issues are properly logged into the system
• Prioritize and manage several open issues at once
• Guide clients through a series of actions until a technical issues is resolved
• Train incoming technical agents

• Greeted customers, answered questions and recommended specials to increase profits.
• Accurately recorded orders on cash register and point-of-sale system.
• Delivered food orders promptly and courteously.
• Handled money transactions accurately while following company procedures for handling cash payments.
• Ensured that each guest was served courteously, quickly, and efficiently.
• Provided excellent customer service to ensure satisfaction.
• Explained menu items, describing ingredients and cooking methods upon request.
• Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
• Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
• Trained new employees to perform duties.

• Negotiated contracts with customers to secure sales deals.
• Contacted new and existing customers to outline benefits of products.
• Drove sales of company products and services by meeting with customers using strategic and organized approach.
• Identified customer needs by asking questions and advising on best solutions.
• Generated leads through cold calling, online searches, and referrals from existing clients.
• Continuously met sales goals via strategic prospecting.

• Asked customers targeted questions to diagnose problems and provided timely solutions.
• Developed training materials and procedures or trained users in proper use of hardware or software.
• Created user accounts in Active Directory while maintaining proper security protocols.
• Trained new employees on technical support processes and procedures.
• Properly escalated issues to proper internal staff.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Maintained updated knowledge through continuing education and advanced training.

• Perrysburg Women's Rugby Club Member, 2017

ESL Teaching in Italy - March 2018 - June 2018

• Taught English as a second language to students of various ages and proficiency levels.
• Developed lesson plans and instructional materials that meet the needs of individual students and groups.
• Developing and delivering lesson plans that utilize a broad range of appropriate teaching techniques and strategies.
• Provided feedback to students on their progress and offering suggestions for improvement.