Marco Macedo

My name is Marco Vinicio, and I am a dedicated service desk professional with two years of experience at DXC Costa Rica. I have successfully handled 200-300 calls monthly, resolving 80% of technical issues during the first contact. My commitment to customer satisfaction is reflected in my 80%+ positive caller satisfaction rating, achieved through effective bilingual communication and technical support.

In my role, I have developed strong problem-solving and critical thinking skills, enabling me to diagnose and resolve complex user issues efficiently. I am proficient in various CRM systems and tools, including SAP, Workforce, and Citrix, which I utilize to provide exceptional service. My adaptability and ability to multitask have allowed me to manage calls, chats, and emails simultaneously, ensuring that I meet the specific needs of each caller.

I am highly motivated and committed to my professional growth, always welcoming feedback and opportunities for improvement. I believe in delivering excellence in results and maintaining a strong focus on organizational success.