Open to opportunities

Alejandra Díaz

@alejandradaz

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Customer service and technical support specialist with 10 years experience resolving issues and supporting sales.

Guatemala

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What I'm looking for

I seek a remote role where I can resolve technical issues, support sales or retention, and contribute to process improvements while growing my technical skills.

I am a dedicated customer service and technical support specialist with ten years of experience across retail assistance, sales, insurance services, and IT support. I excel at resolving customer issues across phone, email, and chat while maintaining accuracy and professionalism.

In roles supporting GoTo and Grasshopper and previous positions at TELUS, Conduent, Everise, and Humana, I have troubleshooted technical problems, guided product setup, and managed retention and sales activities, consistently improving customer experiences.

I also handle back-office responsibilities including account management, order processing, data verification, and documentation to ensure compliance and operational accuracy. I’m comfortable working with CRM systems, remote desktop tools, and multiple support channels.

I bring strong communication, problem solving, and multitasking skills, and I am motivated to learn new tools and processes to support teams, improve retention, and deliver high-quality service.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Specialist

Current

GoTo

Nov 2022 - Present (3 years 2 months)

Provide remote technical support and troubleshooting via phone, chat, and email, guide users through product setup, and resolve software and connectivity issues while supporting sales through needs identification and accurate transaction records.

Technical Support Troubleshooting CRM Phone Support Sales Support Ticketing Documentation

Back Office Customer Service

David's Bridal

Apr 2022 - Nov 2022 (7 months)

Handled customer inquiries, order gathering and processing for retail outlets, maintained accurate records, and sold products while ensuring follow-up and resolution of client issues.

Customer Service Order Processing Data Entry Sales Account Management Multitasking Communication Back Office Support

Health Insurance Representative

Humana (via Everise)

Sep 2020 - Mar 2022 (1 year 6 months)

Managed a client portfolio for insurance plans, identified sales opportunities, handled policy renewals and claims tracking, and resolved customer complaints with appropriate solutions.

Insurance Sales Renewals Customer Retention Problem Solving Documentation Compliance

Retail Support & Retention Agent

AT&T

Jan 2017 - Jan 2020 (3 years)

Provided in-store backend support for retail representatives, handled data entry and content moderation, and executed customer retention strategies including negotiation and reporting to sales managers.

Customer Retention Retention Strategy Data Entry Content Moderation Reporting Negotiation Customer Service

Sales Representative

Conduent

Feb 2017 - Nov 2017 (9 months)

Placed and monitored customer orders, answered product questions via phone and email, and addressed order issues to maximize customer satisfaction.

Order Management Customer Support Email Support Phone Support Sales Product Knowledge Monitoring

Technical Support Specialist

Telus International

Jan 2014 - Jan 2017 (3 years)

Resolved end-user technical issues via email, live chat, and phone, documented and fielded tickets to improve resolution, and installed and supported desktop software and add-ons.

Technical Support Ticketing Desktop Support Email Support Live Chat Installation Compliance Monitoring

Education

Degrees, certifications, and relevant coursework

San Carlos University

Bachelor's Degree, Medicine / Health Insurance Management

2020 - 2022

Studied medicine-related coursework and completed a Bachelor's degree program focused on health insurance management and risk strategies from September 2020 to March 2022.