edgardo bonilla
@edgardobonilla
I’m a bilingual technical support specialist focused on fast, accurate customer issue resolution.
El SalvadorWhat I'm looking for
I’m a bilingual professional providing English-language technical support for a video game account at Telus International, where I resolve customer issues with a strong customer-first mindset.
In my role, I achieved a 93% first-contact resolution rate and maintained 97% case documentation accuracy using Salesforce. I support customers via phone and chat, coordinating documentation through Google Workspace to keep communication clear and outcomes consistent.
Before this, I built a foundation in hospitality operations through roles at Hotel Hilton San Salvador, including Night Auditor, temporary shift manager, and receptionist. I maintained 100% accuracy in nightly financial reconciliations, handled high-pressure guest concerns, managed front desk operations for 30–40 guests daily, and generated approximately $3,000 USD in monthly upselling revenue through room upgrades.
Experience
Work history, roles, and key accomplishments
Provides English-language technical support for a video game account, resolving customer issues with a 93% first-contact resolution rate. Maintains 97% case documentation accuracy using Salesforce CRM and supports customers via phone and chat using Google Workspace.
Night Auditor
Hilton San Salvador
Jan 2024 - Jan 2025 (1 year)
Managed nightly financial reconciliations with 100% accuracy while handling guest concerns as a temporary shift manager. Oversaw hotel night operations and security procedures.
Receptionist
Hilton San Salvador
Jan 2022 - Jan 2024 (2 years)
Supported front desk administration and customer service, managing check-in and check-out for 30–40 guests daily. Controlled financial transactions and contributed approximately $3,000 USD in monthly upselling revenue through room upgrades.
Education
Degrees, certifications, and relevant coursework
Don Bosco University
Bachelor of Arts in Languages (Tourism), Languages — Tourism
2021 -
Pursued a B.A. in Languages specializing in Tourism, completing about 60% of the program.
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
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