Santos Antonio Leal Manzanares
Technical Support Agent
Monterrey
Summary
Personable Technology Specialist with 2 years' success employing technological expertise to assist businesses. Adept in providing high-quality technical support by troubleshooting, resolving issues and communicating results to the user. Gifted listener and problem-solver with a penchant for determining best plan of action and most effective solutions.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Technical Support
Sutherland Global Services
11.2022 - 02.2025
- Delivery customer care Tier 1 to restaurants using a point-of-sale platform.
- Help customers create and set up full menus, set up the POS system, and provide technical support with the equipment.
- Enhanced customer satisfaction by providing efficient technical support and solutions.
- Provided technical support for end-users, resulting in increased productivity and reduced downtime.
Remitly: Customer Service Rep.
Sutherland Global Services
11.2020 - 10.2021
- Support customers based in the US with international remittances.
- Verify customers' documentation and identities to continue with their transfers.
- Help them to navigate through the mobile app and security protocols.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Retention Specialist
Sutherland Global Services
11.2020 - 10.2021
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Built constructive customer relationships to improve loyalty and recommendations.
Acquisitions
Cabcon
11.2014 - 08.2016
- - Quoted and purchased industrial equipment in the U.S. based on customer needs in Mexico.
- - Follow up on orders and the status of shipments via email.
- Facilitated smooth transitions during mergers or acquisitions involving licensed properties.
- Developed relationships with vendors to secure favorable pricing on equipment upgrades and new acquisitions.
Education
No Degree - Graphic Design and Advertising
Cedim
Monterrey, Nuevo León, Mexico 05.2001 -
High School Diploma -
Centro Escolar Gante
Monterrey, Nuevo León, Mexico 05.2001 -
Skills
- CRM : Five9 (Advance) Salesforce (Advance)
- Adobe Creative Cloud (Advance)
- Microsoft Office (Advance)
- Remote technical support
- Technical support background
- Advance Networking Knowledge
Timeline
Technical Support
Sutherland Global Services
11.2022 - 02.2025
Retention Specialist
Sutherland Global Services
11.2020 - 10.2021
Remitly: Customer Service Rep.
Sutherland Global Services
11.2020 - 10.2021
Acquisitions
Cabcon
11.2014 - 08.2016
No Degree - Graphic Design and Advertising
Cedim
05.2001 -
High School Diploma -
Centro Escolar Gante
05.2001 -
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