Summary
Overview
Work History
Education
Skills
Timeline
OfficeManager
Maria Alejandra Espinosa Hernandez

Maria Alejandra Espinosa Hernandez

Internatinal Tourism Bachelor
Tepic, Nayarit,NAY

Summary

Detail-oriented technical support representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

Overview

8
8
years of professional experience
4
4
years of post-secondary education

Work History

Technical Support Representative

GRUB HUB
TEPIC, NAYARIT
01.2021 - 08.2021
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Fielded average of 35/40 inbound phone calls to deliver support and remotely resolve service issues.

Customer Service Agent

ROYAL ISABELLA GOLF RESORT
ISABELA , PUERTO RICO
12.2019 - 04.2020
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Provided primary customer support to internal and external customers.
  • Resolved over 30 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management

English Teaching Assistant

VOCABLO LANGUAGE TECHNOLOGY
TEPIC , NAYARIT
08.2018 - 10.2019
  • Facilitated and trained students for A1, A2 and B1 exams, resulting in 7% increase on average exam scores.
  • Provided academic advisement and educational guidance for adult learners using constructive feedback, in-person facilitation, contact calls and emails.
  • Prepared lesson plans for over 10 classes per week to accommodate students with varying proficiency levels
  • Employed visual and auditory approaches to make lessons more interesting and interactive for students

Buyer's Agent

PLASPAZ CORPORATE
Guadalajara , Jalisco
04.2018 - 09.2018
  • Negotiated pricing for materials and supplies from vendors to secure best value.
  • Maintained timely product deliveries by effectively communicating with vendors, merchants and distribution center.
  • Took tours of supplier facilities to establish lasting relationships and see products in person.
  • Prepared in-depth reports regarding orders, sales and costs and distributed weekly to appropriate management staff.

Human Resources Administrator

RP CONSULTANTS BCS
Guadalajara , Jalisco
09.2012 - 12.2016
  • Liaised between multiple business divisions to improve communications.
  • Oversaw exit interviews and off-boarding process for resigned and terminated employees.
  • Updated HR database with new employee information, changes in benefits and other details.
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
  • Oversaw hiring, staffing, and labor law compliance.
  • Prepared new hire letters, employee contracts and corporate policies.

Tourism Coordinator

STATE SECRETARY OF TOURISM
BAHIA DE BANDERAS , NAYARIT
12.2011 - 08.2012
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Resolved problems, improved operations and provided exceptional service.
  • Training for small and medium businesses to improve customer services.
  • Verification of compliance with hotel standards according to the laws.


Receptionist Assistant

PLAYA GRANDE RESORT AND SPA
LOS CABOS , BCS
01.2011 - 06.2011
  • Prepared and maintained master calendar, collecting and disseminating general information.
  • Managed multi-line telephone system and greeted claimants during office visits.
  • Maintained order and cleanliness of reception area for professional and inviting atmosphere.
  • Confirmed appointments, communicated with clients and updated client records.
  • Triaged incoming calls on multi-line phone system and directed to departments based on customer needs.
  • Check in - Check out
  • Electronic payments, currency exchange, reservations.

Education

Bachelor of International Tourism And Hospitality - Tourism Management

MEXICO VALLEY UNIVERSITY
Zapopan, Jalisco
01.2009 - 01.2012

Diploma in Languages -

KINGS INSTITUTE
LONDON UK
06.2008 - 07.2009

Skills

    Desktop support

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Timeline

Technical Support Representative

GRUB HUB
01.2021 - 08.2021

Customer Service Agent

ROYAL ISABELLA GOLF RESORT
12.2019 - 04.2020

English Teaching Assistant

VOCABLO LANGUAGE TECHNOLOGY
08.2018 - 10.2019

Buyer's Agent

PLASPAZ CORPORATE
04.2018 - 09.2018

Human Resources Administrator

RP CONSULTANTS BCS
09.2012 - 12.2016

Tourism Coordinator

STATE SECRETARY OF TOURISM
12.2011 - 08.2012

Receptionist Assistant

PLAYA GRANDE RESORT AND SPA
01.2011 - 06.2011

Bachelor of International Tourism And Hospitality - Tourism Management

MEXICO VALLEY UNIVERSITY
01.2009 - 01.2012

Diploma in Languages -

KINGS INSTITUTE
06.2008 - 07.2009

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Maria Alejandra Espinosa HernandezInternatinal Tourism Bachelor