# Bayron Alvarado

Bayron Alvarado is a remote worker on Himalayas, Phones Customer Support Team Lead at PetDesk, based in Honduras.

Source: https://himalayas.app/@bayronalvarado

```text
Customer Support Team Lead at PetDesk who improved support workflows, developed agent training, and optimized VoIP systems.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Honduras |
| Authorized to work in | Honduras |
| Salary expectations | 70k+ USD |
| Job categories | Customer Support Specialist, Customer Service, Technical Support Specialist |
| Skills | Customer Support, Technical Support, Customer Service, Team Leadership, Agent Training, Quality Assurance, Escalation Management, Customer Satisfaction (CSAT), KPI Reporting, Process Improvement, VoIP, PBX Systems, Call Routing, Practice Management Software, Fintech Support |

## About

```text
At PetDesk, I set performance standards for the Phones Customer Support team and developed structured training to strengthen agents’ troubleshooting skills. I also improved support workflows and used customer trends to help address recurring concerns.

At Forma, I supported users of a fintech benefits platform with account, reimbursement, and transaction issues. I handled sensitive financial information under strict security and compliance requirements and worked with Stripe, Unity, and Linear to investigate payment problems and escalate system issues.

At 5CA, I supported gaming customers and later coached agents, evaluated quality, and reported in-game bugs through JIRA. Earlier, at Kontak (now PetDesk), I helped clients set up VoIP and PBX systems, troubleshoot issues, and use connected Practice Management Software.
```

## Experience

### Phones Customer Support Team Lead (current)

PetDesk. Feb 2022 - Present

```text
Spearheaded the Phones Customer Support team, setting performance standards and ensuring exceptional service delivery. Designed and implemented structured training programs to upskill agents and reduce knowledge gaps.
```

Skills: VoIP, PIMS, Data-Analysis, Training, Process-Optimization, Customer-Satisfaction, Escalation-Management, AI-Tools

### Senior Phones Customer Support Specialist

PetDesk. Aug 2024 - Feb 2025

```text
Managed the entire phones customer support team, overseeing daily operations and setting performance goals. Provided coaching and mentorship to support agents, fostering professional growth and improving team efficiency.
```

Skills: Team-Management, Coaching, CSAT, Escalation-Management, Data-Analysis, Training

### Customer Support Advocate

Forma. Jun 2023 - Feb 2025

```text
Provided high-touch customer support for Forma's fintech platform, assisting users with account management, reimbursements, and transactions. Managed sensitive financial data with strict compliance and streamlined reimbursement workflows.
```

Skills: Fintech, HSA, FSA, LPFSA, Commuter-Benefits, Data-Security, Compliance, Stripe, Unity, Linear, Technical-Support

### Customer Service Representative Tier 1

Kontak. May 2022 - Aug 2024

```text
Developed in-depth knowledge of PBX systems, ensuring effective troubleshooting and configuration for clients. Provided first-level technical support via phone, email, and live chat, resolving customer inquiries efficiently.
```

Skills: PABX, VoIP, Troubleshooting, Client-Onboarding, Knowledge-Base, Training, Customer-Service

### Team Lead

5CA. Oct 2021 - Apr 2022

```text
Led daily stand-up meetings with agents to deliver critical updates and process improvements. Conducted 1-on-1 coaching sessions to review KPIs and performance trends, and organized weekly business reviews with clients.
```

Skills: Team-Leadership, KPI-Reporting, Training, SOP-Development, Trello, Excel, Knowledge-Base-Management

### Senior Agent

5CA. Mar 2021 - Oct 2021

```text
Acted as a mentor and escalation point, providing guidance to junior agents and assisting in complex player issues. Conducted Quality Assurance evaluations and provided constructive feedback to improve support quality.
```

Skills: Mentorship, Escalation-Management, QA-Evaluation, Jira, Confluence, Trello, Excel, Data-Analysis

### Gaming Support Agent

5CA. May 2020 - Mar 2021

```text
Diagnosed and troubleshot game performance issues, including crashes, connectivity problems, and in-game bugs. Provided multilingual support and adhered to service level agreements to ensure timely and high-quality support.
```

Skills: Gaming-Support, Troubleshooting, Bug-Reporting, Multilingual-Support, SLA-Adherence

### Customer Service Representative

[Concentrix](https://himalayas.app/companies/concentrix). Feb 2018 - Oct 2019

```text
Identified and maximized sales opportunities and increased customer retention rates. Settled customer disputes in a professional and pleasant manner.
```

Skills: Customer-Service, Sales, Dispute-Resolution, Retail

### Customer Service Representative

[AlliedGlobal](https://himalayas.app/companies/allied-global). Dec 2016 - Feb 2018

```text
Worked to ensure a positive and hassle-free customer experience. Identified and maximized sales opportunities and increased customer retention rates.
```

Skills: Customer-Service, Sales, Customer-Retention

## Education

### Universidad Nacional Autónoma de Honduras

Bachelor's Degree, Psychology. 2014 - 2020

```text
Pursued a degree in Psychology at the Universidad Nacional Autónoma de Honduras from 2014 to 2020.
```

## Tech stack

- Salesforce
- Unity
- Jira
- Linear
- Stripe
- Confluence
- Trello

To contact Bayron, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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