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Carlos

Customer Service & Tech Support Specialist with 8+ years in Telecommunications and IT

Video resume

Customer Service representative and Tech Support
6nCustomer Service representative, information provider and Tech Support

Contact

Bajos del Torres, San José, Costa Rica
Open to remote
Available on CazVid
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Competencies

Customer ServiceAdvanced

Delivered customer assistance across multiple industries, resolving inquiries and technical issues efficiently.

Technical SupportIntermediate

Supported Windows OS users and addressed technical problems, enhancing user experience.

Case Coordination & SLA ManagementIntermediate

Managed client case follow-ups and SLA adherence in high-volume support environments.

Legal AssistanceBeginner

Assisted attorneys with document preparation and client communication, gaining foundational legal support skills.

Communication SkillsExpert

Provided clear, effective communication to clients and internal teams in high-pressure situations.

Education

Bussiness Administration Career with Human Resources
U.N.E.D Universidad Nacional Estatal a Distancia
Bilingual Technician in Customer´s Call Center attention
I.N.A. Instituto Nacional de Aprendizaje
Completed 2005
Conversational Program
Costa Rican-North American Cultural Center
Completed 2004
Conversational Program
Costa Rican-North American Cultural Center
Completed 2003
Academic Lawyer Degree
Santo Tomas de Aquino University
Completed February 2001

Languages

EnglishBilingual

Summary

Dedicated customer service and technical support specialist with over 8 years of experience in telecommunications, IT, and legal assistance. Skilled in resolving diverse customer issues, managing case workflows, and providing exceptional service in fast-paced environments. Proven ability to adapt...

Key Achievements

  • Provided technical support across Windows platforms, resolving diverse OS issues for users at Teleperformance Costa Rica.
  • Coordinated case follow-ups and maintained SLAs as Incident Life-Cycle Coordinator at Hewlett-Packard Costa Rica.
  • Handled billing, information, and technical inquiries for major clients like Amazon and Convergys, improving customer satisfaction.

Experience

Customer service representative

Amazon Costa Rica
2023 - Present

helping customers with information related service, billing, Technical Support Agent

Customer service representative

CSS Movate
2019 - 2022

helping customers with information related service, Technical Support Agent

Sprint customer service representative

Valor Global Costa Rica
2015 - 2019

helping customers with phone line issues, information provider, collector for billing department

Tech Support associate

Teleperformance Costa Rica
2012 - 2014

helping customers to solve Windows Operative System issues with different Windows platforms XP, Vista, Windows 7, Windows 8

Customer Account Executive

Convergys Costa Rica Comcast Account
November 2009 - July 16th, 2012

Helping users to solve Issues with phone service and High Speed Internet service, taking Payments, provide information or answering user concerns

2nd Level TET Support

Hewlett-Packard Costa Rica
February 2009 - August 2009

assisting First Level Agents over Client cases while they are on the call, assisting them through Internal Chat Rooms, help with First level call volume

ILC (Incident Life-Cycle Coordinator)

Hewlett-Packard Costa Rica
March 2006 - February 2009

keepguarding SLAs (Service Level Agreement Times for resolution into a specific case), coordinate follow ups with First Level Agents over Client cases until its resolution

Customer Service

Casa Blanca House hold appliances store
December 2004

Skills

Customer ServiceTechnical SupportCase Coordination & SLA ManagementLegal AssistanceCommunication Skills
Published on CazVid - May 17, 2026
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