Zoé Carlos Humberto Cáceres
Bachelor Of Computing
Guatemala,Mixco
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.
Overview
14
14
years of professional experience
18
18
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Attento S.A.
Guatemala, Guatemala
03.2023 - 07.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Representative
Priceline / Allied Global S,A.
Guatemala, Guatemala
08.2022 - 03.2023
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Sales Representative
Bahamas Paradise Cruise / World Connection S,A.
Guatemala, Guatemala
06.2021 - 08.2022
- Enhanced customer satisfaction by providing comprehensive product demonstrations.
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Responded to customer requests for products, services, and company information.
Technical Support Agent
Examsoft / Atento S,A.
Guatemala, Guatemala
12.2020 - 05.2021
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance requests.
- Fielded average of 42 inbound phone calls and emails to deliver support and remotely resolve service issues.
Technical Support Agent
Wix / Telus Technical Support Representative
Guatemala, Guatemala
05.2019 - 12.2020
- Provided proactive maintenance suggestions to clients, minimizing potential downtime and disruptions.
- Developed knowledge base articles for common issues, streamlining the resolution process for both agents and customers.
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Tech Support Agent
Jive S.A.
03.2018 - 08.2018
- Network Troubleshooting
- Voip Services
- Servers in the cloud.
Help Desk
Quicken / World Connection
09.2017 - 03.2018
- Customer Service
- Tech Support
- Sales
- Back office
- Quicken products.
Technical Support Agent
Assure / Telus Technical Support Representative
02.2016 - 07.2017
- Network Troubleshooting
- Norton Antivirus
- Mail Clients
- Optik tv
- Satellite TV
- Fiber Optic
- Phone Services.
NOC
ITS InfoComunicación Guatemala
05.2014 - 02.2016
- Network troubleshooting
- E1
- CORE equipment
- Last Mile equipment
- DLAMS
- Fiber Optic.
- Tigo GCI
Customer Service & Sales Representative
NCO / T-Mobile
04.2013 - 05.2014
Technical support representative
Allied / Claro, Guatemala
11.2010 - 11.2013
- Immediate Chief: Mr. Victor Mejia, Supervisor / 58254752
Education
Business Administration - Business Administration
Universidad Galileo
Guatemala 01.2023 - Current
Some College (No Degree) - Industrial Engineering
Universidad De San Carlos De Guatemala
Guatemala 01.2010 - Current
Telecommunications Technician -
Centro De Capacitación Kinal
Guatemala 01.2013 - 01.2014
4to y 5to Bachillerato - computación con orientación Científica
Tecnológico Don Bosco
Guatemala 01.2009 - 01.2008
Skills
- Customer service
- Adaptability and flexibility
- Time management
Problem-solving
Complaint resolution
Data entry
Call center experience
Decision-making
Microsoft Excel
Applied Studies
- Universidad Galileo, Business Administration
- Universidad de San Carlos de Guatemala, Industrial engineer, 01/01/13, 12/31/14
- Centro de Capacitación Kinal, Telecommunications Technician
- Tecnológico Don Bosco, 4to y 5to Bachillerato en computación con orientación Científica, 01/01/08, 12/31/09
- San José de los Infantes School, 1ro, 2do, 3ro, Básico, 01/01/06, 12/31/08
- El Hogar, Mixco Guatemala, 6TO. Primaria, 01/01/97, 12/31/03
Additional Studies
- CCNA Explorations (4 Modulos Completados)
- Windows /95/98/2000/ME/XP/VISTA/7/8/10 - Mac OS
- D-link Certified
- Mediatrix Certified
- PC/Android Remote Troubleshooting
- LAN / WAN / MAN - Management and Maintenance
- SIP - Management and Maintenance
- Android / IOS - troubleshooting
- Network Troubleshooting
- Cisco IOS knowledge
Billing Address
34 Av. B 27-39 Zona 7 Colonia Las Margaritas Bethania, Guatemala, Guatemala
Personal Information
- Profession: Bachelor of Computing
- Date of Birth: 11/27/90
- Marital Status: Married
Timeline
Customer Service Representative
Attento S.A.
03.2023 - 07.2024
Business Administration - Business Administration
Universidad Galileo
01.2023 - Current
Sales Representative
Priceline / Allied Global S,A.
08.2022 - 03.2023
Sales Representative
Bahamas Paradise Cruise / World Connection S,A.
06.2021 - 08.2022
Technical Support Agent
Examsoft / Atento S,A.
12.2020 - 05.2021
Technical Support Agent
Wix / Telus Technical Support Representative
05.2019 - 12.2020
Tech Support Agent
Jive S.A.
03.2018 - 08.2018
Help Desk
Quicken / World Connection
09.2017 - 03.2018
Technical Support Agent
Assure / Telus Technical Support Representative
02.2016 - 07.2017
NOC
ITS InfoComunicación Guatemala
05.2014 - 02.2016
Customer Service & Sales Representative
NCO / T-Mobile
04.2013 - 05.2014
Telecommunications Technician -
Centro De Capacitación Kinal
01.2013 - 01.2014
Technical support representative
Allied / Claro, Guatemala
11.2010 - 11.2013
Some College (No Degree) - Industrial Engineering
Universidad De San Carlos De Guatemala
01.2010 - Current
4to y 5to Bachillerato - computación con orientación Científica
Tecnológico Don Bosco
01.2009 - 01.2008
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