Open to opportunities

Angel Pagoada

@angelpagoada

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Technical Support and Customer Service Specialist driving resolutions, retention, and upsell results.

Honduras

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What I'm looking for

I seek customer-focused roles where I can solve technical issues, drive retention and upsell, grow in technical responsibility, and join a collaborative team.

I am a results-driven Technical Support and Customer Service Specialist with over three years of BPO experience, currently based in Spain. I specialize in resolving complex technical issues across cable, internet, landline, smart home, and IoT devices.

I consistently exceed upselling targets and drive customer retention by combining technical troubleshooting with persuasive, empathetic communication. At Comcast/Xfinity, Vivint, and Google Nest I handled escalations, converted dissatisfied customers into loyal clients, and completed advanced security and social engineering training.

My strengths include diagnosing hardware, software, and connectivity problems, resolving escalated cases, and delivering high-quality support via live calls and email. I maintain composure under pressure and collaborate effectively with teammates to improve overall client experience.

I am pursuing a Bachelor in Computer Science and bring a strong foundation in customer service excellence, conflict resolution, and adaptability—skills I apply to both technical problem solving and revenue-driving conversations.

Experience

Work history, roles, and key accomplishments

Technical Support & Sales Rep

Comcast/Xfinity

Mar 2025 - Jun 2025 (3 months)

Resolved escalated customer issues for cable TV, internet, and landline services while consistently exceeding upselling targets and converting dissatisfied customers into loyal clients.

Technical Troubleshooting Customer Support Upselling Escalation Management CRM Communication Problem Solving

Technical Support Specialist

Vivint

Feb 2024 - Dec 2024 (10 months)

Delivered Tier 1 and Tier 2 technical support for smart home devices, resolved hardware and software issues, and increased customer loyalty through competitive product positioning and sales.

Smart Home Tier 1 Tier 2 Troubleshooting Sales Customer Retention Security Awareness Communication Technical Documentation

Technical & Customer Support

Google Nest

Oct 2022 - Jan 2024 (1 year 3 months)

Provided live-call and email support for Nest products, handled escalated cases to achieve high customer satisfaction, and applied critical troubleshooting to resolve complex issues.