Kenda pereirA
Customer Support & Technical Specialist with 5+ years in telecom and banking
- Provided multi-channel customer support, resolving client issues efficiently.
- Handled end-to-end case management, ensuring timely resolution according to client needs.
- Supported technical infrastructure through Wi-Fi and network configuration, improving support capabilities.
Customer Support
Advanced
Managed client communications across various channels, delivering personalized support.
Technical Support
Intermediate
Enabled Wi-Fi and network configurations, troubleshooting connectivity issues.
Communication
Advanced
Conducted effective communication via email, phone, live chat, and social media to assist clients.
Report & Case Management
Intermediate
Managed from start to finish client cases and report requests efficiently.
Technical Skills
Beginner
Proficient with Microsoft Office tools for documentation and reporting tasks.
October 2022 - Present
Level 3 Customer Support Specialist
Current Employer
Point of communication with client via email, phone, live chat, sms/text, and other social channels., Solving client’s issues with personalized support while being a self starter to come up with creative solutions., Managing issues and cases from start to finish and in a timely manner according to the client’s needs., Collaborative to support the company’s common goal.
Mar 2022 - September 2022
Appointment Setter Agent
Smart Outsourcing Solutions
Sending reports requesting surgery procedures, Sending reports for the request of the medicines prescribed to patients., Assisting customers via phone and email., Listen to voicemails to give answer to customers in the respective communication channel, Following up on the sent reports.
December 2019 - February 2022
Bar Server
Costa Cruises/ Cruise Ships Catering and Services International N.V.
Provided friendly, courteous, helpful, timely, and professional customer service resulting in very high levels of guest satisfaction, Prepared both alcoholic and nonalcoholic beverages., Cleaned and maintained a sanitary environment., Assisted bartender in pouring beer/wine and tending to guest needs during rush hours.
July 2015 - August 2017
Technical Support Representative
Alorica Honduras (Comcast)
Technical support for wireless internet (Wi-Fi), LAN and Wi-Fi network configuration, Configuration in TCP/UDP protocols
August 2012 - May 2015
Customer Service Representative
Startek Honduras (T-Mobile)
Account management
September 2011 - March 2012
Bank Santander (KM2 Solutions)
Payment processing, Credit counseling, Credit analysis
Instituto Experimental La Salle
High School Diploma
Universidad Nacional Autónoma de Honduras
Bachelor’s
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