Marco Alejandro Miranda Lima
Customer Service Specialist with 5+ years of diversified industry experience
- Handled multi-channel customer interactions across telecom, energy, and cruise lines, demonstrating versatility.
- Managed and improved customer data and transactions including billing, invoicing, and troubleshooting for multiple companies.
- Resolved complex customer complaints and negotiated service contracts, enhancing customer satisfaction and retention.
Customer Service
Advanced
Extensively engaged with customers through multiple channels, resolving issues and providing solutions.
Technical Support & Troubleshooting
Intermediate
Provided technical support for fiber optic technology and online accounts, including troubleshooting and data analysis.
Communication & Negotiation
Advanced
Displayed strong interpersonal skills, negotiation abilities, and effective communication in customer interactions.
Data Management & Analysis
Intermediate
Performed data review, analyzed operational challenges, and maintained accurate records using various tools.
Process Improvement & Management
Intermediate
Contributed to developing and enhancing procedures to troubleshoot and handle customer issues effectively.
Languages
Spanish
Fluent
English
Fluent
Dec 2020 - Present
Customer Services/Tech Support
Logmein
Assist clients with online accounts, billing and technical support, take payments, and review data through SQL., Maintain a friendly, efficient, positive attitude towards customers, co-workers, and clients., Follow departmental policies & procedures, particularly concerning customer confidentiality., Successfully research & analyze data to address operational challenges and customer service issues.
Mar 2019 - Dec 2020
Customer Service Agent
Telus International Guatemala, Pure Fiber
Responsible of fiber optic technology and troubleshooting the Home services Network., Managed payments and billing through email account., Kept records of customer interactions or transactions, recorded details of inquiries, complaints, as well as actions taken., Answered incoming calls, greeted the callers, provided the required information & took messages.
Jan 2018 - Dec 2018
Customer Service Agent
Conduent Guatemala, Royal Caribbean
Offered products for new cruise lines and created new reservations for the US Market., Worked on deployment projects as the primary contact for invoice and collection accounts., Resolved customer complaints and concerns with strong verbal and negotiation skills., Displayed courtesy and strong interpersonal skills with all customer interactions.
Feb 2016 - Dec 2017
Customer Service Agent
Telus International Guatemala (Direct Energy account)
Managed back-office area, account management and invoicing to customers via e-mail and telephone., Negotiated service contracts including preventative maintenance, system upgrade, and new product installation., Created and improved procedures and processes used to effectively troubleshoot customer issues., Assisted in the area of energy connection in Alberta Canada.
Galileo University Guatemala
Business Administration and Marketing
Liceo Canadience
High School Diploma
Personality Is Everything!
Video introductions create real connections. Show passion, explain motivation, and let the authentic personality shine through – it's what makes profiles unforgettable.
Go to CazVid
