Zendesk
Hi, I’m
Rossy Manzano Trani
Customer Service Professional
Oaxaca City, Oaxaca
Summary
Dynamic Technical Support Specialist with a proven track record at Degreed, excelling in customer support and technical troubleshooting. Enhanced customer satisfaction through effective problem resolution and remote support, achieving a significant reduction in repeat calls. Skilled in managing high-pressure situations while delivering exceptional service and fostering team collaboration.
Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.
Overview
7
years of professional experience
2
Languages
Work History
AccentureOaxaca
Techncal Support Specialist
03.2024 - 02.2025
Job overview
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Resolved 20 technical support inquiries per day.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
SamsaraOaxaca
Technical Support Representative
04.2023 - 05.2024
Job overview
- Managed high levels of call flow (20) and responded to technical support needs.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
- Played key role in project that significantly reduced system downtime for major clients.
- Created user accounts and assigned permissions.
- Configured hardware, devices, and software to set up work stations for employees.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
DegreedOaxaca
Technical Support Representative
01.2020 - 04.2023
Job overview
- 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 managed 30 cases per day, average resolve 15 cases.
- 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.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
- Tested new software and hardware prior to deployment.
ING Bank Hubs SlovakiaBratislava
Customer Service Representative
03.2018 - 12.2019
Job overview
- 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.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices. Collaborated with manager to reduce SLA time from 24 hours to 18.
Education
Universidad AnahuacMexico City, Mexico
Bachelor of Arts from Digital Communications And Multimedia
05.2001
Skills
Customer support
Software
Atlassian
Slack
painting
I enjoy painting because is relaxing and I create new things where before was empty.
Timeline
Techncal Support Specialist
Accenture
03.2024 - 02.2025
Technical Support Representative
Samsara
04.2023 - 05.2024
Technical Support Representative
Degreed
01.2020 - 04.2023
Customer Service Representative
ING Bank Hubs Slovakia
03.2018 - 12.2019
Universidad Anahuac
Bachelor of Arts from Digital Communications And Multimedia
05.2001
Similar Profiles
John Jethro E. GanzonJohn Jethro E. Ganzon
Cloud Infrastructure Team Lead at AccentureCloud Infrastructure Team Lead at Accenture
Prerana JadhavPrerana Jadhav
Software Development Senior Analyst at AccentureSoftware Development Senior Analyst at Accenture
Ritika RaoRitika Rao
Media and Graphic Design Analyst at AccentureMedia and Graphic Design Analyst at Accenture
Jimmy HernandezJimmy Hernandez
Sr Consulting Analyst at AccentureSr Consulting Analyst at Accenture
Frida Alexa Martinez CruzFrida Alexa Martinez Cruz
Lead Manager at Spire Home BuyersLead Manager at Spire Home Buyers