Mario Eduardo Zavala Parra
Tech support / Customer service representative
Privada alpes #5 Zapoan
Summary
Proven in enhancing customer loyalty through empathetic service and technical troubleshooting, I excelled at UST Global by consistently surpassing performance metrics. My blend of active listening and problem-solving abilities, coupled with expertise in technical support and customer service, has driven significant improvements in user experience and satisfaction.
Overview
15
15
years of professional experience
Work History
Technical Support Representative
UST Global
10.2023 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service Representative
Cognizant
02.2023 - 09.2023
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
ATT
11.2021 - 04.2022
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Technical Support Representative
Tata Consultancy Services
10.2019 - 11.2020
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Customer Service Representative / Tech Support
Teleperformance
06.2017 - 03.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Technical Support Representative
TTEC
11.2016 - 06.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Customer Service Representative
Teleperformance
09.2013 - 05.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Administrative Assistant
Carbudiam
04.2009 - 03.2013
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Education
No Degree - Engineering Mechanics
Centro De Enseñanza Tecnica Industrial
Guadalajara, Jalisco, Mexico 05.2001 -
High School Diploma -
Universidad Univer
Guadalajara, Jalisco, Mexico 05.2001 -
Skills
Technical Support
Customer Service
Technical Troubleshooting
Customer service expert
Technical issues analysis
Product Troubleshooting
Ticket support system management
Product Knowledge
Active Listening
Problem-solving abilities
Call center experience
Critical Thinking
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Technical Support Representative
UST Global
10.2023 - 05.2024
Customer Service Representative
Cognizant
02.2023 - 09.2023
Customer Service Representative
ATT
11.2021 - 04.2022
Technical Support Representative
Tata Consultancy Services
10.2019 - 11.2020
Customer Service Representative / Tech Support
Teleperformance
06.2017 - 03.2019
Technical Support Representative
TTEC
11.2016 - 06.2017
Customer Service Representative
Teleperformance
09.2013 - 05.2015
Administrative Assistant
Carbudiam
04.2009 - 03.2013
No Degree - Engineering Mechanics
Centro De Enseñanza Tecnica Industrial
05.2001 -
High School Diploma -
Universidad Univer
05.2001 -