Mabel Camargo Roberto

Technical Support Analyst with 9 years of experience in resolving technical issues and providing high-quality user support. Proven skills in diagnostics, ticket management & systems, and both remote and on-site support. Notable for reducing resolution times and improving customer satisfaction, committed to continuous improvement and service excellence.

MIDDLE CUSTOMER SUPPORT AGENT at LACIAS (2025-06 – Present)

Mid-level Customer Support with expertise in technical assistance, issue resolution, and multichannel communication. Focused on delivering positive user experiences through clear and empathetic support. Mentor new employees to ensure rapid integration, sustained engagement, and long-term success improving KPI.

• Technical assistance and issue resolution
• Multichannel communication
• Mentoring new employees
• KPI improvement

ASSOCIATE PROCESS SPECIALIST at PRODAPT (2024-10 – 2025-05)

Deliver technical support by addressing customer inquiries and issues phone promptly and effectively, while ensuring a high standard of service.

• Technical support delivery
• Customer inquiry resolution
• Phone support
• High standard of service maintenance

BUSINESS OPERATIONS ANALYST at Dell Panama (2019-05 – 2024-08)

Responsible for analyzing data, providing support and overseeing applications and processes functionality and optimizations while collaborating with other departments to ensure we achieve and maintain optimal operational for Global Client Support.

• Data analysis
• Applications and processes support
• Functionality optimization
• Cross-departmental collaboration
• Operational optimization for Global Client Support

CLIENT TECHNICAL SUPPORT SR. ASSOCIATE at Dell Panama (2016-05 – 2019-05)

Hardware and Software Frontline support Agent for customers with systems under ProSupport warranty in Latin America and the Caribbean.

• Hardware support
• Software support
• Frontline support
• ProSupport warranty coverage
• Latin America and Caribbean support

CALL DIRECTOR at Grupo EULEN (2015-07 – 2016-04)

Customer service, solve simple customers questions, and transfer calls to the correct departments for America.

• Customer service
• Problem solving
• Call transfer management
• American region support

ITIL ® V4 FOUNDATION CERTIFICATION in IT Service Management – PeopleCert (2024-04 – 2027-04)

BACHELOR IN ARCHITECTURE in Architecture – Universidad Interamericana de Panama (2017-01 – 2019-12)

BACHELOR IN SCIENCE in Science – Instituto Jose Dolores Moscote (2010-01 – 2012-12)