Open to opportunities

Rafael Castro

@rafaelcastro2

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Experienced customer success agent with 8 years in tech support.

El Salvador

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What I'm looking for

I am looking for a role that values customer engagement and offers opportunities for growth.

With over eight years of experience in customer success, I have dedicated my career to providing exceptional service and support. My journey has allowed me to become a reliable point of contact for customers, adept at solving complex issues and ensuring they understand the solutions we offer. My organizational skills and empathetic nature enable me to engage effectively with customers, leading to optimal resolutions.

Throughout my career, I have worked in various roles, including bilingual tech support and customer service agent. My experience at Telus Mobile Business involved assisting dealers and sales representatives with troubleshooting and order issues, where I honed my problem-solving abilities. I take pride in my ability to follow up diligently with both customers and technicians, ensuring a seamless experience for all parties involved.

Experience

Work history, roles, and key accomplishments

Trilingual Tier 1 Support

Telus Mobile Business

Sep 2022 - Jan 2025 (2 years 4 months)

Provided trilingual Tier 1 support to dealers and sales representatives for Telus mobile business, troubleshooting and resolving order and shipping issues. Escalated system issues to Tier 2 by creating tickets and followed up with dealers/sales reps for order reprocessing. Reported general outages using internal tools.

Troubleshooting Customer Support Order Processing Ticketing Systems Sales Support Mobile Reporting Problem Solving

Customer Service and Collections Agent

Main Street Renewal and Home Warranty of America

Jul 2021 - Sep 2022 (1 year 2 months)

Served as a bilingual customer service and collections agent, selling home appliance warranties and scheduling contractor repairs. Managed accounts with outstanding balances, negotiating payment arrangements with tenants. Collaborated with contractors to ensure timely and effective appliance repairs.

Customer Service Collections Sales Negotiation Scheduling Conflict Resolution Account Management Bilingualism Warranty Sales Payment Processing

Bilingual Tech Support IT

ATT Uverse Home Services

Jun 2017 - Jul 2021 (4 years 1 month)

Provided bilingual technical support for Uverse home services, resolving complex issues such as WiFi connectivity, static IP setup, and DNS changes. Conducted diagnostics and ran tests from customer premises to the central office, scheduling technician visits and following up on service calls. Promoted to the escalations team, handling highly complex technical problems and chronic callers.

Technical Support Customer Service Diagnostics Escalation Management Bilingualism DNS Ticketing Systems

Education

Degrees, certifications, and relevant coursework

Franklin University - ESI International Accreditation Council for Business Education – IACBE

BBA, Business Administration

Studied Business Administration with a focus on customer success and support. Gained expertise in problem-solving and negotiation skills relevant to customer service roles.