Wil Méndez

Professional in Ecotourism Management with 20+ years of experience as coordinator, technical support, escalation management, and sustainable tourism. Skilled in cross-cultural communication, project coordination, and environmental research. Proven ability to resolve complex issues, lead customer-facing teams, and promote sustainability initiatives.

Post-Sales Escalation Coordinator at Teknowledge (2022-01 – 2026-01)

• Managed CRM-based escalation support for Microsoft customers in Americas ensuring service agreement compliance.
• Served as a first contact point coordinating cross-team solutions.
• Managed all Volume Licensing inquiries from Partners, Vendors, Executives, and Account managers about billing, invoicing, orders and product reports, contract amendments, renewal processes and product information.

HelpDesk Technical Support Associate at PertTec/DXC (2019-01 – 2022-01)

• Provided enterprise-level hardware/software support by Creating and tracking tickets in ServiceNow CRM.
• Coordinate dispatching, follow ups, and resolution with responsible support departments and users.

Technical Support Agent at Teleperformance (2018-01 – 2019-01)

• Supported Software as Service products (LogMeIn) with 1st level technical support, billing-invoicing, configuration, sales and activations.

Customer Service & Escalations at Amazon (2016-01 – 2018-01)

• Delivered customer service to Amazon website users.
• Coordination and follow ups on logistics, billing, and escalations.

Service Desk Technical Support at Hewlett Packard Enterprise (2013-01 – 2016-01)

• Remote technical assistance for enterprise users across the Americas.
• Utilized ITSM tool to create requests and coordinate through support departments
• Configured corporate devices and managed software credentials.

Customer Service Agent at Convergys (2011-01 – 2013-01)

• Support via phone to USA based customers.
• Billing, payments, sales, technical troubleshooting on cable, internet and phone services.

Ecotourism Coordinator at Borinquen Hotel (2008-01 – 2011-01)

High season 2008, 2010-2011

• Coordinate logistics and accommodation for eco-tours at the hotel and Rincon de la Vieja National Park.
• In charge of the occupational health program of the Hotel.
• Group management in outdoor activities like, zip line, horseback ridings and hiking's.

Ecotourism Coordinator & Research Assistant at Leatherback Trust-MINAE (2009-01 – 2011-01)

• Collaborated as Volunteering program coordinator and Conservation Project logistics assistant.
• Delivered environmental education workshops to communities like Playa Grande and Playa Cabuyal about the vulnerability of the sea turtles' population and the importance of the ecotourism.
• In charge of field data collection and sea turtles patrolling.
• Conducted daily sea turtle conservation research duties.
• Create reports related to Tourist visiting and sea turtles nesting behavior.
• Work with Local Guides to enhance the tourist experience and maintain protection to the sea turtle's population.

Ecotourism Guide at Sky Trek Adventures (2006-01 – 2007-01)

• Collaborated as guide in activities like Zipline and hiking's in la Fortuna, Monteverde and Arenal Volcano.

Coordinator at Ornithological and Conservationist Union of Coronado (2017-01)

Created on 2017

• We organized and coordinate activities like Birdwatching counts to engage communities with conservation.
• Contribute to research for the conservation of the natural wealth of sites with ecological importance in the country.

Bachelors in Ecotourism Management – University of Costa Rica (2007-01)

Coursework in Cisco CCNA – Universidad Politécnica

Turismo Cultural de Costa Rica – INA

Voluntario EPI for sea Turtles Conservation