Tania Ivette Díaz Figueroa
Support Analyst
Mexico City
Summary
Results-oriented Customer Experience and Communications Specialist with 9+ years of experience in service operations, technical support (L1–L2), and digital communication. Experienced in managing high-volume messaging channels, resolving complex issues, and delivering exceptional customer experiences in fast-paced, global environments. Strong written and verbal communicator skilled at simplifying technical concepts, coordinating with cross-functional teams, and driving operational excellence. Brings the ideal combination of customer empathy, problem-solving accuracy.
Highly adaptable team player focused on delivering impactful results and fostering collaboration. Proficient in diagnosing technical issues, managing support tickets, and providing user training. Reliable and flexible in responding to evolving challenges.
Overview
8
8
years of professional experience
Work History
Support Analyst L1–L2, Customer Success
Omnitracs
06.2021 - Current
- - Delivered end-to-end technical support for software and hardware solutions, ensuring timely and accurate resolution.
- - Provided clear and professional communication to gather information, diagnose issues, and propose solutions.
- - Collaborated with engineering, product, and management teams to escalate and resolve high-impact incidents.
- - Identified service trends and contributed to operational improvement initiatives.
- - Maintained strong customer satisfaction through empathy, efficiency, and solution-oriented communication.
Public Relations & Content Manager (Freelance)
01.2020 - 01.2024
- - Designed and executed communication and brand visibility strategies for artists and creative projects.
- - Managed digital communication workflows, community engagement, and messaging consistency across platforms.
- - Built and maintained relationships with media, influencers, and public figures to support campaign exposure.
- - Oversaw content planning, audience engagement, and brand development to strengthen online presence.
- - Led negotiations with influencers and partners to amplify promotional reach.
Service Desk Analyst
Computacenter
02.2018 - 06.2021
- - Served as first point of contact for internal and external users, handling high-volume incidents across phone, email, and chat channels.
- - Logged, prioritized, and managed service tickets while ensuring SLA adherence and accurate documentation.
- - Provided initial troubleshooting guidance, resolved common technical issues, and escalated complex cases.
- - Delivered consistent, professional communication to ensure a positive user experience.
- - Supported multinational teams, contributing to operational improvements by identifying recurring issues.
Education
Music Management
Nakama Entertainment / Joaquín Pavia Wakks
09.2024
Record Labels Program
SAE Institute
02.2024
Communication Sciences
UDLA
02.2012
Skills
- Customer Support & Experience
- Messaging Support (Chat, Email, In-App)
- Incident Management (L1–L2)
- SLA Compliance & Escalation Handling
- Technical Troubleshooting
- Clear Written Communication
- Stakeholder Relationship Management
- Social Media & Digital Communications
- Root-Cause Analysis & Problem Resolution
- Cross-Functional Collaboration
- Multitasking & Prioritization
- Adaptability & Rapid Learning
Languages
English
Bilingual or Proficient (C2)
French
Elementary (A2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Sales force
Oracle
Mongoose
Active Directory
Workday
Timeline
Support Analyst L1–L2, Customer Success
Omnitracs
06.2021 - Current
Public Relations & Content Manager (Freelance)
01.2020 - 01.2024
Service Desk Analyst
Computacenter
02.2018 - 06.2021
Record Labels Program
SAE Institute
Communication Sciences
UDLA
Music Management
Nakama Entertainment / Joaquín Pavia Wakks