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ANGEL LUIS VEGA HERNANDEZ
Subject Matter Expert / Customer Service
San Pedro de Montes de Oca
Summary
Experienced and results-driven Subject Matter Expert (SME) with 9 years in the industry working with customers around the world, specializing in supporting teams, and improve efficiency. Highly skilled in mentoring, leadership, and team collaboration. I am attracted to personnel management because the company's success depends on its human capital. In addition, I have had the opportunity to participate in innovative projects within this field that have enriched me professionally, obtaining knowledge from it, that can be implemented in new work experiences.
Overview
9
9
years of professional experience
22
22
years of post-secondary education
3
3
Languages
Work History
SME Team Leader
Cognizant
San Jose
01.2024 - 02.2025
- Serve as a resource for frontline agents by offering expert guidance and assistance with difficult or complex customer inquiries or technical issues.
- Successfully Managed approximately 40 calls and emails at the same time per day, maintaining metrics on target and exceeding must of them.
- Implemented performance metrics to monitor individual and collective progress, driving accountability and results-oriented behavior among team members.
- Effectively handle escalated technical issues and complex cases, working closely with other IT teams to ensure swift resolutions.
- Built strong relationships with cross-functional teams, fostering seamless collaboration in achieving shared organizational objectives.
IT SENIOR CUSTOMER EXPERIENCE SPECIALIST /sme
Roche
San Jose, Provincia de Alajuela
04.2021 - 01.2024
- -As an IT Software Specialist for the contact center, I provide technical expertise in managing and optimizing the software systems used to enhance customer interactions
- I am in charge of ensuring that My coworkers computers work smoothly and that all software tools are fully functional to support patients around the world
- My role involves troubleshooting software and hardware issues, performing system integrations, and working with vendors to ensure software upgrades and improvements are seamlessly implemented to maintain operational efficiency
- Achieve metrics using ADS, SNOW, and remote sessions on users' computers, assisting through chat, 20-30 calls per day, and email while following up on existing tickets (backlog), always maintaining a job performance of 90% in overall 9 metrics and being rated 100% in customer responses
- Experience using Outlook, Excel, Word, PowerPoint, IOS, Windows
- Google Suit, MS teams, Google Meetings
- Provide ongoing support and updates as necessary
- Documented customer interactions in internal database to maintain customer service history details.
Service Desk Analyst
IBM
Heredia
02.2019 - 01.2021
- As a top-performing Service Desk Analyst, I am responsible for delivering high-quality technical support and troubleshooting services to end users, ensuring quick resolution of IT issues, and minimizing downtime
- I consistently exceed performance targets and contribute to optimizing service desk operations, enhancing the overall customer experience for both internal and external stakeholders
- Review of CSAT’s and meetings with the Customer making sure colleges and new hires are providing an excellent customer service experience on each interaction and looking for areas of opportunity
- Provide troubleshooting within a time limit to achieve metrics, prioritize customer calls and quickly address the issues using ADS, Service Now and others
- Provide technical support to Fluor Account handling of escalations and connect to computers remotely
Financial Advice and Collections
Valor Global
11.2016 - 08.2017
- Be responsible for Collecting payments on past-due bills, and assisting users in creating a budget to fix their credit records, being Recognized for being the best collector for months
- Started as a customer service agent breaking down bills to customer that did not understand charges, guiding users step by step over the phone and the website always maintaining metrics in target
- Debt Recovery: Contact customers who are behind on their payments (via phone, email, or other communication channels) to recover overdue balances.
- Negotiating Payment Plans: Work with customers to create repayment plans that are mutually acceptable, often offering extensions or reduced payment amounts to help customers catch up on debts.
- Handling Difficult Situations: Address customers' financial hardships, negotiate settlements, or set up payment arrangements, and maintain professionalism during difficult conversations.
Back Office Agent
TELEPERFORMANCE
02.2016 - 06.2016
- Back-office agent in charge make sure customer is completely satisfied by providing a fast response via email or call if necessary
- Provide also IT services
- Using systems such as AutoCAD and Revit
Education
Portuguese - Intermediate level
CEBI
San Jose 01.2020 - Current
English Teaching -
UNA
Heredia 01.2016 - Current
ExecutiveEnglish -
INA
San Jose 01.2014 - 06.2015
High School Diploma -
Liceo De Curridabat
San Jose 01.2005 - 01.2011
Skills
- Leadership & Supervision
- Team Collaboration & Mentoring
- Troubleshooting
- Technical Expertise in Mac and Windows devices
- Conflict Resolution
- Customer Service Excellence
- Decision Making & Problem Solving
- Soft Skills
Personal Information
- ID Number: 1-1500-0615
- Nationality: Costa Rican
Software
Reading
I love reading it calms me.
walking
it helps me making up my mind.
Timeline
SME Team Leader
Cognizant
01.2024 - 02.2025
IT SENIOR CUSTOMER EXPERIENCE SPECIALIST /sme
Roche
04.2021 - 01.2024
Portuguese - Intermediate level
CEBI
01.2020 - Current
Service Desk Analyst
IBM
02.2019 - 01.2021
Financial Advice and Collections
Valor Global
11.2016 - 08.2017
Back Office Agent
TELEPERFORMANCE
02.2016 - 06.2016
English Teaching -
UNA
01.2016 - Current
ExecutiveEnglish -
INA
01.2014 - 06.2015
High School Diploma -
Liceo De Curridabat
01.2005 - 01.2011
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