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Axel
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Competencies
Demonstrated experience with GoToMyPC.
Demonstrated experience with LogMeIn Pro.
Demonstrated experience with LogMeIn Central.
Demonstrated experience with GoToMeeting.
Demonstrated experience with GoToWebinar.
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Summary
Professional profile
Experience
Sales and Customer Support Representative – Home Services
Provided end-to-end customer service, technical support, and cross-selling for TELUS Home Services across the British Columbia and Alberta markets, acting as a single point of contact for residential customers.. Delivered technical troubleshooting and support for Pure Fiber, Copper (DSL), and Wireless Internet services, diagnosing and resolving issues related to modems, ONTs (Optical Network Terminals), and Wi-Fi repeaters/extenders.. Supported TV service customers with configuration, connectivity, and hardware troubleshooting for TV boxes and remote controls.. Provided technical support and customer education for Smart Home Security systems, including cameras, motion/door sensors, and smoke/water/flood detectors, guiding customers through installation, connectivity, and device configuration.. Cross-sold and up-sold Home Services products (internet tiers, TV packages, and smart home security add-ons) based on customer needs identified during support interactions.. Diagnosed and resolved hardware and connectivity issues remotely, reducing the need for on-site technician visits.. Delivered consistent, customer-focused service in a fast-paced call center/support environment, balancing technical resolution with sales performance goals.
Customer Success Specialist / Account Services / IAM Analyst
Successfully led renewal projects for corporate accounts, achieving a retention rate of over 90%, increasing revenue by $10,000 per month.. Attained outstanding rNPS scores, ensuring high levels of customer satisfaction and loyalty.. Recovered key accounts through the renewal and recovery of expired contracts, increasing revenue by 15%.. Implemented strategies to optimize license overages in accounts, improving resource efficiency and reducing customer costs.. Conducted effective cross-sales, identifying opportunities for expansion within existing accounts.. Anticipated and resolved issues related to license usage in long-standing accounts, offering strategic discounts to maintain long-term relationships.. Managed client meetings at a high level to review accounts, coordinate solutions, and negotiate terms.. Supervised outbound operations and back-office support, ensuring smooth communication and customer service processes.. Promoted the use of self-help articles to empower customers in resolving technical issues independently, reducing support response times.. Handled account renewals, solved customer issues, and prevented problems such as license overuse before they escalated, offering special discounts to loyal customers to keep their accounts active.. Sold additional services to increase product usage, answered billing questions, and built strong client relationships through regular calls and meetings.. Managed and provided technical support for LastPass, GoToMyPC, and LogMeIn Pro, administering identity and access management solutions and ensuring information security through multi-factor authentication, access control, and secure password management.. Provided specialized technical support for incidents related to authentication, remote access, and corporate account management, troubleshooting and optimizing tool usage to improve operational efficiency.
Customer Service Representative
Served as a mentor for 3 months, training new hires on the skills needed to support their first customers.. Handled customer retention by offering deals and offers to customers with a negative experience to encourage them to stay with the company.. Investigated root causes of customer issues to drive process improvements.. Provided technical support covering remote software and hardware issues, network outages, signal checks, messaging (SMS/MMS) issues, app/music/video download and upload issues, app troubleshooting and installation, phone setup, wireless signal fixes, phone resets, and IP management.. Generated sales during calls by offering new lines, phone upgrades, equipment purchases, and plan upgrades based on customer needs.. Provided retail support, assisting customers on-site alongside store employees using dedicated support tools.. Managed financial care cases, working with customers to bring accounts up to date, negotiate payments, and set up payment arrangements.
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Video Transcript
Axel Galvez
Hi, I'm Axel Galvez. I'm 39 years old from Guatemala. I have experience in customer success, specialist proficiency in remote access and collaboration tools, a strong leadership in customer retention, expertise in technical support and problem solving, achieved over 90% retention rate.