Customer Service Expert
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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.
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.
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.
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.
CALL DIRECTOR at Grupo EULEN (2015-07 – 2016-04)
Customer service, solve simple customers questions, and transfer calls to the correct departments for America.
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)
