Abraham Giovanni Acosta Gómez
Guadalajara
Summary
Diligent and hard-working candidate ready to contribute solid effort as team member. Thorough and highly organized with excellent communication skills. Reliable worker with strong work ethics.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Dinks Bar Helper
Night Time Restaurant
- Assisted in the drinks bar at a night time restaurant, learned time management and customer service skills.
Waiter
Night Time Restaurant
- Promoted from Dinks Bar Helper to waiter, learned proper customer service and preparation for a satisfying experience.
Trainer
Night Time Restaurant
- Trained new waiters, bartenders, and overall service processes during vacation periods.
Call Center Agent
National Phone Company
- Worked as a call center agent, learned phone service basics and fast learning of processes.
Specialized Agent
National Phone Company
- Promoted to specialized agent, called customers who left detractors on surveys, provided assistance and feedback.
Tech Support Agent
National Phone Company
- Assisted with tech issues and internal reporting, analyzed daily issues and provided feedback for improvements.
Bilingual Call Center Agent
Bilingual Call Center
- Worked in a bilingual call center, excelled in client procedures and providing solutions to customers.
Special Agent
Bilingual Call Center
- Took escalated calls, provided assistance to other agents, and maintained operations spirits.
Supervisor
Teleperformance
- Promoted to supervisor, focused on improving performance and implementing neuro-linguistic programming techniques.
Kare Connector
Golden Kare Ventures
12.2021 - 06.2024
- Documented activities and progress in electronic medical record per defined policy and procedures.
- Served as a trusted liaison between caregivers, and healthcare providers to facilitate open communication regarding treatment goals.
- Provided essential support during transitions of care, ensuring seamless handoffs between healthcare professionals.
- Enhanced efficiency within the department by developing new processes for tracking patient progress across multiple systems.
Service Desk Agent
Wipro Technologies
07.2020 - 12.2021
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Exceeded performance metrics consistently, achieving top ratings for customer satisfaction and issue resolution times.
IT Service Desk Analyst
NTT Data
04.2019 - 07.2020
- Acted as an effective liaison between end-users and developers, translating technical issues into clear action items for bug resolution or feature enhancements.
- Addressed security vulnerabilities promptly through thorough analysis of security logs, patch management, and collaborating with cybersecurity experts within the organization.
- Contributed significantly to the implementation of a new IT service desk platform that improved efficiency and reporting capabilities.
- Provided exceptional customer support during high-profile events such as product launches or company-wide system migrations.
Education
Egresado En Licensiatura - Ciencias De La Comunicación
Universidad Enrique Díaz De León
Guadalajara, Jalisco, Mexico04.2017
Skills
- Reading Blueprints
- Following Directions
- Flexibility
- Teamwork and Collaboration
- Customer Service
- Excellent Communication
- Active Learning
- Documentation And Reporting
Scholarship
Graduate on bachelor degree on sciences of communication
Certification
ITIL certificate
Lean six sigma white belt
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
Kare Connector
Golden Kare Ventures
12.2021 - 06.2024
Service Desk Agent
Wipro Technologies
07.2020 - 12.2021
IT Service Desk Analyst
NTT Data
04.2019 - 07.2020
Dinks Bar Helper
Night Time Restaurant
Waiter
Night Time Restaurant
Trainer
Night Time Restaurant
Call Center Agent
National Phone Company
Specialized Agent
National Phone Company
Tech Support Agent
National Phone Company
Bilingual Call Center Agent
Bilingual Call Center
Special Agent
Bilingual Call Center
Supervisor
Teleperformance
Egresado En Licensiatura - Ciencias De La Comunicación
Universidad Enrique Díaz De León
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