Marvin Beltré
@marvinbeltr1
Operations Support Specialist providing Tier 3 technical support, ticket resolution, and analytics to deliver lasting customer solutions.
ZimbabweWhat I'm looking for
I’m an Operations Support Specialist focused on turning customer issues into permanent fixes. In Tier 3 support, I developed an analytical mindset to help customers identify the root cause of technical issues and support testing across Windows, macOS, iOS, and Android.
I document and organize problems in Google Sheets, monitor the Tier 3 appointment queue daily, and distinguish user-generated platform issues from regular platform issues. I also resolve 30+ tickets daily via email and chat, follow SOPs, and route requests to the right departments using escalation procedures.
Across retention and customer service roles, I’ve managed 20+ customers per day, adapted to changing retention metrics, and built persuasive communication to reduce churn. I’m currently pursuing HubSpot certifications and I’m interested in learning SQL and Power BI to strengthen my ability to analyze outcomes and report insights.
Experience
Work history, roles, and key accomplishments
Identified root causes of technical issues and provided lasting solutions. Conducted cross-platform testing across Windows, macOS, iOS, and Android, and managed the Tier 3 appointment queue to ensure invitations were sent and closed on time.
Provided technical support to 25+ customers per day to keep live tutoring classes running. Resolved 30+ tickets daily via email/chat, reported bugs and feature requests post-release, and escalated issues to the appropriate teams following SOPs.
Managed 20+ customers per day by asking the right questions to understand churn drivers and retain their service. Adapted to changing retention metrics and used persuasive communication to meet daily and weekly retention goals.
Education
Degrees, certifications, and relevant coursework
Universidad Tecnológica de Santiago (UTESA)
Bachelor’s Degree in Communications, Communications
Grade: Magna Cum Laude
Earned a Bachelor's Degree in Communications from UTESA in 2023. Graduated with honors (Magna Cum Laude).
Availability
Location
ZimbabweAuthorized to work in
Job categories
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