Open to opportunities

Roy Zumbado

@royzumbado

Message

I resolve Oracle support issues and lead customer service teams to build loyalty.

Costa Rica

Message

I've supported Oracle customers across product support, technical support, and field service coordination. At Oracle, I handled L1 escalations, enforced SLAs and support protocols, resolved complaints empathetically, and contributed to improved customer satisfaction.

I also managed service requests from intake through on-site technical visits, supported Oracle platform users by phone, chat, and email, and assigned training to new users. I bring strong conflict resolution, active listening, staff training, and customer relationship skills to every interaction.

Experience

Work history, roles, and key accomplishments

Product Support Specialist

Oracle

Sep 2024 - Aug 2025 (11 months)

Ensured strict adherence to SLAs and support protocols, contributing to continuous quality improvement and increased Customer Satisfaction scores. Resolved customer complaints with empathy, handling L1 escalations to ensure effective risk mitigation and customer retention.

Order Processing Conflict Resolution Active Listening Empathy Customer Satisfaction SLA Escalation Handling Risk Mitigation

Technical Support Engineer

Oracle

Mar 2019 - Sep 2024 (5 years 6 months)

Handled incoming phone calls, chats, and emails from internal and external customers, providing support for Oracle Apps. Performed data entry, assigned training to new users, and assisted with account reactivation and temporary password issuance.

Oracle HCM CRM Data Entry Customer Support Account Management

Field Service Coordinator

Oracle

Mar 2011 - Mar 2019 (8 years)

Managed the full cycle of service requests from initial intake to organizing on-site technical visits. Documented and processed client requests through multiple channels, ensuring efficient coordination.

Appointment Scheduling Client Relations Coordination Service Request Management Documentation