Open to opportunities

Ruhdelania Torres Abreu

@ruhdelaniatorresabre

Message

I resolve SaaS and IT support issues while improving customer experience through clear, empathetic communication.

Dominican Republic

Message

What I'm looking for

I'm looking for a technical support or customer experience role where I can solve SaaS and IT issues, improve processes through documentation and data analysis, and continue growing my SQL, Python, Power BI, and Scrum skills.

I'm currently supporting internal and external users at Dirección de Epidemiología in Santo Domingo, resolving hardware, software, network connectivity, printer, and account-access issues. I also create technical manuals, train staff on software, and use data analysis to improve departmental efficiency.

Across Alorica, Advensus, Safeway, and Caesars Nevada, I've handled high-volume customer inquiries, technical troubleshooting, ticketing, chat and email support, CRM tracking, and operational issues in fast-paced environments.

I'm building on more than six years of customer-focused support experience through studies in Data Science and Business Administration, alongside skills in SQL, Python, Power BI, database administration, and Scrum.

Experience

Work history, roles, and key accomplishments

Current

Soporte Informático

Current

Dirección de Epidemiología

Jan 2023 - Present (3 years 7 months)

Provided technical assistance to internal and external users, ensuring 100% resolution of hardware and software inquiries. Documented technical manuals and conducted software training sessions for staff.

Technical Support Troubleshooting Hardware Software User Account Management Data Analysis Documentation Training

Multipurpose Clerk

Safeway Inc.

May 2022 - Sep 2022 (4 months)

Responded to diverse customer inquiries in the deli department, ensuring high levels of customer satisfaction. Optimized inventory logistics and utilized technical aptitude to operate and troubleshoot point-of-sale systems.

Customer Service Inventory Management Point of Sale Systems Troubleshooting Collaboration

Agente de Servicio al Cliente

Alorica

Jan 2021 - Jan 2022 (1 year)

Diagnosed and resolved complex order issues involving delayed packages, refunds, and cancellations through ticketing systems. Responded to high-volume customer inquiries via chat and email.

Customer Support Ticketing Systems Written Communication Logistics Documentation

Chat Support

Advensus

Jun 2021 - Sep 2021 (3 months)

Delivered technical support via chat regarding memberships, billing, and cancellations for a SaaS environment. Managed CRM usage to track customer history and provide personalized service.

Chat CRM Troubleshooting SaaS Remote Collaboration

Animadora Comunitaria

INAIPI

Jan 2018 - Jan 2021 (3 years)

Facilitated clear communication between the organization and families to promote best practices in household management. Documented daily activities and visits in detailed reports.

Documentation Problem Solving Empathy Collaboration