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Marco

Customer Service & Learning Specialist with 12+ years in Call Center Industry

Video resume

CSR & Facilitator
Throughout my career in the call center industry I have developed several skills for great customer service also for sales leads generation technical support and for that role I did work with the VMware and ServiceNow platforms also I handled several CRM systems for customers database. In the last 2 years I worked as a facilitator for the company I was working for. I am a results oriented person with a strong sense of responsibility great communication and people skills.

Contact

Guatemala City, Guatemala, Guatemala
Open to remote
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Competencies

Customer ServiceAdvanced

Provided customer support and resolved issues at TELUS International and Alorica Guatemala.

People Skills & LeadershipIntermediate

Practiced leadership while supporting peers and sharing knowledge in team environments.

Technical SupportIntermediate

Handled tier one and tier two technical support, supporting VMware and ServiceNow platforms.

Training & FacilitationAdvanced

Facilitated company content and supported new employee onboarding and training.

Networking & IT SkillsIntermediate

Utilized LAN, Cisco Networking, and Windows Office in technical and support roles.

Education

Vocational High School
FUNDACIÓN KINAL
Completed 2005
BACHELOR IN PSYCHOLOGY
UNIVERSIDAD DE SAN CARLOS
Completed 2010
BACHELOR IN BUSINESS ADMINISTRATION
UNIVERSIDAD DE SAN CARLOS
JAN 2022

Languages

EnglishAdvanced

Summary

Results-oriented Customer Service and Learning Specialist with over 12 years of experience in call centers, specializing in technical support, customer relations, and training facilitation. Skilled in CRM systems, networking, and platform handling, with strong communication and leadership skills.

Key Achievements

  • Supported customer satisfaction by resolving issues and practicing effective people skills at TELUS International.
  • Led facilitation of company's required content and supported diverse operational activities at TELUS International as a Learning Specialist.
  • Developed skills in technical support, CRM systems, and platform handling through extensive call center experience.

Experience

COSTUMER SERVICE REPRESENTATIVE

TELUS INTERNATIONAL
OCT 2010 - SEP 2017

Practiced people skills, leadership and sharing knowledge with my peers while I supported as Floor Support., Taking supervisor calls to improve resolution oriented capabilities for customer satisfaction.

CSR AND RETENTION SPECIALIST

ALORICA GUATEMALA
OCT 2017 - AUG 2018

CSR AND RETENTION SPECIALIST

TELUS INTERNATIONAL
OCT 2018 - JUNE 2022

LEARNING SPECIALIST

TELUS INTERNATIONAL
JUNE 2022 - AUG 2024

Educator - Facilitator of company’s required content., Support to operations with diverse activities.

Skills

Customer ServicePeople Skills & LeadershipTechnical SupportTraining & FacilitationNetworking & IT Skills
Published on CazVid - Jul 3, 2025
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