Summary
Overview
Work History
Education
Skills
Additional Highlights
Languages
Timeline
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ALEXANDRA JIMÉNEZ GRILLO

San José,Costa Rica

Summary

Detail-oriented IT Support professional with over 3 years of experience in technical support and service optimization. Demonstrated success in analyzing ticket trends and reducing escalations, leading to improved first-contact resolution rates. Recognized for exceptional problem-solving skills and dedication to customer satisfaction, with a focus on enhancing user experiences. Seeking to apply communication and analytical expertise in a Renewals Specialist role to boost customer retention and contract success.

Overview

4
4
years of professional experience

Work History

IT Service Desk Technician

3M
Belen, Costa Rica
04.2022 - Current
  • Demonstrated expertise in troubleshooting hardware, software, and network problems within high-demand conditions.
  • Maintained superior SLA compliance and FCR rates, demonstrating consistent achievement of performance targets.
  • Honored as 'Exceptional' due to outstanding contributions to major initiatives.
  • Played a pivotal role in advancing key project objectives.
  • Knowledge Management (KM) Update – ITSM: Led content review by contacting document owners to validate technical documentation, ensuring information accuracy, or coordinating its removal when outdated.
  • SAP Support Optimization Initiative: Reviewed six months of support data to identify commonly escalated issues, and determined which could be resolved by L1 support. Created Excel tools and dashboards to analyze data, and supported the creation of new knowledge articles (KMs) with step-by-step guidance for faster resolution.
  • Developed user-friendly guides for access requests in SAP, especially helpful when neither users nor supervisors were familiar with the correct terminology or process.
  • Provided remote support via tools like Bomgar and Remote Desktop, and documented solutions for knowledge sharing.
  • Strong focus on continuous improvement, user satisfaction, and knowledge sharing.

Customer Support Associate – CAP

Amazon
San José, Costa Rica
04.2021 - 04.2022
  • Delivered world-class customer support through chat, email, and phone, across multiple contact points.
  • Managed sensitive cases involving potential abuse of Amazon’s return and refund policies, following U.S. Abuse prevention protocols.
  • Identified patterns of fraudulent behavior, such as repeated refund requests, false claims of undelivered packages, and excessive returns.
  • Escalated cases based on severity:
  • Requested incident reports for moderate suspicions.
  • In high-risk cases, I required police reports and directly contacted local law enforcement agencies to validate authenticity.
  • Maintained a professional and neutral tone while following internal guidelines to avoid disclosing the investigation status to users.
  • Collaborated closely with the CSC and KC teams to ensure a smooth case handoff and policy compliance.
  • Demonstrated empathy, communication skills, and high adaptability in a fast-paced environment.
  • Supported the knowledge base by following up on case resolutions, and improving customer-facing resources.

Education

Bachelor's degree - Psychology

Fidélitas University
San Jose
04-2028

High School Diploma -

Saint Anthony School
San Jose
11-2019

Skills

  • Customer Support and Retention
  • First Call Resolution (FCR)
  • CRM / Case Tools: Salesforce (Basic)
  • ServiceNow
  • Knowledge Management (KM)
  • Process Improvement
  • Conflict Resolution and Follow-Up
  • Technical Support (Windows, Office, Active Directory)
  • Remote Access Tools (Bomgar, RDP)
  • Analytical Skills: Excel
  • Problem solving
  • Verbal and written communication
  • End-user training
  • Ticketing system

Additional Highlights

  • Recognized for high-quality contributions and continuous improvement mindset
  • Proven ability to communicate clearly with technical and non-technical users
  • Comfortable in hybrid or remote environments
  • Available for occasional travel if required

Languages

Spanish
First Language
English
Advanced (C1)
C1

Timeline

IT Service Desk Technician

3M
04.2022 - Current

Customer Support Associate – CAP

Amazon
04.2021 - 04.2022

Bachelor's degree - Psychology

Fidélitas University

High School Diploma -

Saint Anthony School

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ALEXANDRA JIMÉNEZ GRILLO