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RC@rafaelcastro2
Experienced customer success agent with 8 years in tech support.
El SalvadorWith 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.
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Work history, roles, and key accomplishments
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.
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.
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.
Degrees, certifications, and relevant coursework
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.
El SalvadorYou can contact Rafael and 90k+ other talented remote workers on Himalayas.
Message Rafael
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