AGAdriana González
@adrianagonzlez
Experienced Technical Support and Customer Service professional with BPO expertise.
NicaraguaWhat I'm looking for
I am an experienced Technical Support and Customer Service professional with over 4 years in the BPO industry. My expertise lies in providing exceptional support for VOIP services, internet, and phone services, utilizing platforms such as Genesys, Salesforce, and Oracle Cloud. I am known for my efficient issue resolution skills and my ability to improve team performance through constructive feedback.
Throughout my career, I have successfully managed customer inquiries, resolved technical issues, and conducted in-depth market research. My commitment to continuous growth and teamwork has allowed me to thrive in fast-paced environments, ensuring high-quality results and customer satisfaction. I take pride in my adaptability and problem-solving skills, which have been instrumental in my professional journey.
Experience
Work history, roles, and key accomplishments
Technical Support Advisor
Concentrix
May 2024 - May 2024 (0 months)
Provided technical support for VOIP services, addressing connectivity and service quality issues. Managed customer inquiries via Oracle Cloud and offered self-resolution instructions for common problems.
Freelance Marketing Researcher
GSP Services
Sep 2023 - Jan 2024 (4 months)
Conducted market research to identify potential customers and created detailed customer databases using Excel. Collaborated with clients to tailor research methods to their needs.
Customer Service Representative
Ibex
Mar 2023 - Sep 2023 (6 months)
Delivered customer service and technical support via the Genesys platform, troubleshooting service-related issues and coordinating product replacements.
Training Assistant
Webhelp
Aug 2021 - Jan 2023 (1 year 5 months)
Provided customer service through chat interactions and supported onboarding for new hires by creating training materials and conducting presentations.
Customer Service Representative
SITEL
Sep 2020 - Jan 2021 (4 months)
Provided technical support for TV, phone, and internet services, addressing customer inquiries and maintaining accurate records for follow-up.
Education
Degrees, certifications, and relevant coursework
UCA Language Institute
Intensive English Course, English Language
2021 - 2021
Completed an intensive English course to enhance language skills, focusing on speaking, listening, reading, and writing in English.
Centro Tecnológico Simón Bolívar
Intensive English Course, English Language
2019 - 2019
Participated in an intensive English course aimed at improving language proficiency and communication skills.
UCA Language Institute
Stairway to English Program, English Language
2018 - 2018
Engaged in the Stairway to English Program to build foundational English language skills.
Instituto Pedagógico La Salle
High School Diploma, General Education
2013 - 2017
Grade: Academic Scholarship
Activities and societies: Certificate of Perseverance
Completed high school education with an academic scholarship, focusing on a well-rounded curriculum.
Tech stack
Software and tools used professionally
Availability
Location
NicaraguaAuthorized to work in
Job categories
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