Summary
Overview
Work History
Education
Skills
Timeline
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Julio Silva

Customer Service / Technical Support Agent.
Guatemala City

Summary

Driven by a customer service focus and exceptional problem-solving abilities, I excelled at my present job by streamlining processes and enhancing support. My background with Telus International honed my customer service and technical support skills and my ability to collaborate effectively, achieving significant improvements in customer satisfaction and loyalty.

Overview

9
9
years of professional experience
2
2
Languages

Work History

Dealer Support Specialist

Centkall
Guatemala City, Departamento de Guatemala
10.2023 - Current
  • Facilitated inter-departmental collaboration to streamline processes, ensuring optimal service provision to dealers at all times.
  • Established open communication channels with dealers, ensuring their concerns were heard and addressed efficiently.
  • Provide support via phone calls and email to car dealers.
  • Maintain knowledge of different state regulations for car dealerships.
  • Process and analysis of legal documentation such as licenses and insurance policies.

Customer Service Representative

Webhelp
Guatemala City
02.2023 - 10.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered inbound calls, service emails and chat support to assist customers with various needs and questions.
  • Responded to customer requests for products, services, and company information.
  • Documented detailed notes in CRM system to track customer interactions.

Customer Service Representative / Technical Suppor

Telus International
Guatemala City
08.2021 - 10.2023
  • Provide assistance through outbound calls, email and chat to customers with billing and technical issues for project management platform Monday.com
  • Navigated multiple systems to identify source of issue.
  • Case creation and follow ups until issue resolution.

Google Apps Customer Service/Technical Support

Telus International
Guatemala City, Departamento de Guatemala
06.2016 - 06.2021
  • Support customers inquiries for Google Apps through phone calls, emails and chat.
  • Guided users with Administrator Console and Billing issues
  • Guided users through password resets and account unlocks using established security protocols.
  • Facilitated smooth transition for users upgrading to newer software versions or systems.

Education

High School Diploma -

Escuela De Administracion Publica Manuel Lopez S.
Guatemala City
05.2001 -

Skills

Customer service focus

Goal oriented

Excellent communication

Customer assistance

Teamwork and collaboration

Complaint handling

Multitasking Abilities

Friendly and helpful

Strong communication and interpersonal skills

Problem-solving

Timeline

Dealer Support Specialist

Centkall
10.2023 - Current

Customer Service Representative

Webhelp
02.2023 - 10.2023

Customer Service Representative / Technical Suppor

Telus International
08.2021 - 10.2023

Google Apps Customer Service/Technical Support

Telus International
06.2016 - 06.2021

High School Diploma -

Escuela De Administracion Publica Manuel Lopez S.
05.2001 -

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Julio SilvaCustomer Service / Technical Support Agent.