Open to opportunities

Nicolle Licona

@nicollelicona

Message

Bilingual back-office and customer support professional skilled in data management and process improvement.

Honduras

Message

What I'm looking for

I seek a customer-focused role (back office, support, or analyst) where I can apply CRM expertise, data accuracy, and process improvements within a collaborative team.

I am a bilingual customer support and back-office professional with hands-on experience managing large CRM data sets, improving reporting accuracy, and streamlining workflows under tight deadlines. I consistently deliver high accuracy 98% in CRM data handling and have driven measurable improvements such as a 12% better call handling rate and increased upselling in a hospitality environment.

I bring technical familiarity with multiple platforms (Opera PMS, CxOne, Zoho Desk) and foundational programming knowledge (JavaScript, C++), plus strong communication and empathy to build client rapport and resolve issues. I am pursuing a Bachelor's in Computer Engineering and am committed to applying my analytical and customer-focused skills to contribute to organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Back Office Representative

Current

Altiam Cx

Apr 2025 - Present (1 year 2 months)

Managed large CRM data volumes with 98% accuracy, generated weekly reports to improve decision-making efficiency, and streamlined workflows to meet tight deadlines while handling bilingual correspondence.

CRM Data Management Reporting Workflow Optimization Bilingualism Confidentiality MS Office

Customer Service Agent

Concentrix

Aug 2024 - Dec 2024 (4 months)

Delivered client solutions and improved call handling by 12% through empathetic communication and problem resolution, enhancing overall client satisfaction.

Customer Support CRM Empathy Problem Solving Reporting MS Office

Technician

Itel International

Nov 2023 - Aug 2024 (9 months)

Resolved technical and account-related issues across multiple platforms and documented cases to enhance reporting accuracy for management.

Technical Support Case Documentation Reporting CRM Troubleshooting MS Office

Front Desk Agent

The Saint Hotel

Dec 2023 - Feb 2024 (2 months)

Processed daily check-ins/check-outs for 50+ guests, used Opera and CXOne to manage bookings and resolve issues, and increased upsells of hotel services through tailored offers.

Opera PMS Guest Service Check Out Upselling Customer Satisfaction MS Office