Carlos Estrada
Student In Engineering In Systems And Information And Communication Technologies
Guatemala City
Summary
Dedicated single father with a unique perspective in the call center industry, offering 10+ years of experience and a strong business orientation. Thrives under pressure, consistently analyzing and resolving daily workflow issues. Expertise in generating reports and conducting data comparisons to identify opportunities and develop effective solutions. Skilled at communicating solutions to higher-ranking individuals for seamless operations and optimal performance. Possesses strong interpersonal skills and a keen ability to learn quickly and adapt. Brings a solid understanding of effective sales techniques and customer service strategies. Ready to utilize and develop organizational and problem-solving skills in a Sales and Customer Support Manager role.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Sales and Customer Support Manager
FLOW & LUM
02.2023 - Current
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased sales by developing and implementing effective sales strategies.
- Negotiated contracts with suppliers, ensuring favorable terms that positively impacted the bottom line.
- Developed a comprehensive understanding of product offerings to provide tailored solutions for client needs.
- Enhanced customer satisfaction by providing excellent support and addressing their concerns promptly.
- Accomplished multiple tasks within established timeframes.
Sales Assistant for Office Depot
Capgemini
07.2022 - 01.2023
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Built rapport with repeat customers, fostering long-term loyalty to the brand.
Technical support agent for Quicken
World Connection
08.2019 - 05.2022
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Walked individuals through basic troubleshooting tasks.
- Resolved complex technical issues for better client experience and smoother operations.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients.
Camera Assistant and Second Camera, Gaffer
Alfonso Asturias Photography
01.2015 - 11.2018
- Improved shooting efficiency by quickly assembling and disassembling camera equipment during fast-paced shoots.
- Safeguarded valuable equipment by adhering to strict handling procedures, reducing the risk of damage or loss on set.
- Increased overall production quality with meticulous attention to detail when aligning framing compositions.
- Provided valuable input during pre-production meetings regarding best practices for achieving visually stunning content within budgetary constraints.
- Reduced downtime between takes by promptly troubleshooting any technical issues that arose during filming sessions.
IT and Networking
Radio Comunicaciones de Guatemala
03.2011 - 02.2014
- Computer diagnosis, service and maintenance, interacting with peers by being able to communicate complex information accurately, clearly and quickly to all levels
- Planned and executed successful system upgrades without disrupting daily business operations or compromising data integrity.
- Diagnosed complex hardware issues using advanced troubleshooting techniques, minimizing service disruptions for clients.
- Provided remote support services to clients experiencing technical issues, resolving problems quickly and efficiently without the need for on-site visits.
Real Time Analyst
Innovative Contact Solutions
03.2010 - 02.2011
- Real Time Queue handling, queue movements, overcoming over and under staffing by analyzing techniques to complex information sets to make everyone work in an effective timely manner
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Gathered, documented, and modeled data to assess business trends.
1st wave CSR for COB (Credit One Bank)
Transactel
02.2009 - 02.2010
- Promoted to RTA for COB and Starcite, completing a time-sensitive and meticulous analysis during CMS report creation and implementation of schedules for an account over 180 agents, including the development of the reports
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
Senior Assistant
Dale Carnegie Training for Teenagers
01.2003 - 01.2006
- Involved in 6 promotions
- Supported classroom activities, tutoring, and reviewing work.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
Education
Computer High School Degree - comercial orientation
ITDC
2nd Semester - System Engineering and System Networking
Universidad Galileo
08.2019 - 05.2022
Engineering in Systems And Information
Universidad Panamericana
Guatemala11-2030
Skills
- Drive for Results
- Leadership
- Problem Solving
- Written Communications
- Cold calling
- Teamwork
- Adaptability and flexibility
- Effective communication
- Technical troubleshooting
- Customer service expert
- Active listening
- Technical issues analysis
- Information protection
Professional References
- Alfonso Asturias, 5633 4329
- Victor Leon, 4533 8482
- Marcos Madriz, 4805 8732
Previous Education
- Dale Carnegie, Training II and Teenagers Training
- MIB, Computer's repair and maintenance
- ITDC, Computer High School Degree with commercial orientation
- Universidad Galileo, 2nd Semester of System Engineering and System Networking
Personal Information
- Date of Birth: 09/29/87
- Nationality: Guatemalan
Timeline
Sales and Customer Support Manager
FLOW & LUM
02.2023 - Current
Sales Assistant for Office Depot
Capgemini
07.2022 - 01.2023
Technical support agent for Quicken
World Connection
08.2019 - 05.2022
2nd Semester - System Engineering and System Networking
Universidad Galileo
08.2019 - 05.2022
Camera Assistant and Second Camera, Gaffer
Alfonso Asturias Photography
01.2015 - 11.2018
IT and Networking
Radio Comunicaciones de Guatemala
03.2011 - 02.2014
Real Time Analyst
Innovative Contact Solutions
03.2010 - 02.2011
1st wave CSR for COB (Credit One Bank)
Transactel
02.2009 - 02.2010
Senior Assistant
Dale Carnegie Training for Teenagers
01.2003 - 01.2006
Computer High School Degree - comercial orientation
ITDC
Engineering in Systems And Information
Universidad Panamericana
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