CAMILA ÁLVAREZ ROMÁN
San Roque de Barva,Costa Rica
Summary
Results-driven Supervisor / Team Lead specializing in technical support and team leadership within telecommunications. Led high-performing Carrier Desk teams, enhancing customer satisfaction through effective troubleshooting, workforce management, and quality assurance. Committed to achieving KPIs and fostering continuous improvement in multilingual service environments.
Overview
1
1
Certification
15
15
years of post-secondary education
16
16
years of professional experience
Work History
Supervisor / Team Lead Carrier Desk LATAM
HCL Technologies
06.2024 - Current
- Managed daily work of the LATAM Carrier Desk, giving technical support for ISP and carrier networks in Latin America.
- Led and supported teams of up to 8 people, handling training, performance, scheduling, and quality checks.
- Tracked KPIs, service levels, productivity, and quality to improve team performance and efficiency.
- Handled urgent technical issues and worked with vendors, carriers, and internal teams in Spanish, English, and Portuguese.
- Planned staff schedules and resources to ensure proper coverage and meet deadlines.
- Improved processes to reduce delays, increase service quality, and boost team productivity.
- Provided coaching, performance reviews, onboarding, and training to support employee growth and policy compliance.
- Acted as the main link between management, departments, and staff to ensure clear communication and teamwork.
Supervisor / Team Lead Carrier Desk LATAM
Foundever
03.2023 - 06.2024
- Led the LATAM Carrier Desk technical support team, ensuring efficient resolution of customer network and connectivity issues.
- Provided coaching, feedback, and day-to-day operational support to team members.
- Trained new employees on operational procedures and best practices.
- Monitored performance metrics to identify areas for improvement.
- Managed conflict resolution among team members effectively.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Facilitated coaching sessions to improve team performance, communication, and collaboration.
- Coordinated technical support for network and telecommunications environments, helping improve customer service processes and response efficiency
- Complied with company policies, objectives and communication goals.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Networking technical support
Sykes Enterprise S.A.
06.2016 - 03.2023
- Improved the customer experience by providing effective technical support for internet service operations and connectivity issues.
- Resolved network and connectivity incidents quickly, ensuring fast service restoration and minimal downtime for customers.
- Delivered technical support in Spanish, English, and Portuguese, improving communication and support for a diverse LATAM customer base.
- Managed a high-volume workload while maintaining strong performance, accuracy, and customer satisfaction.
- Escalated complex or critical incidents to supervisors and specialized teams, ensuring timely resolution and proper follow-up.
- Recognized as a top-performing technical support specialist for successfully managing a high workload, resolving complex network incidents, and consistently delivering excellent customer support across LATAM operations.
Inbound Call Center Representative
Sykes Enterprise S.A.
11.2014 - 06.2016
- Resolved billing inquiries for telecommunications company, ensuring customer satisfaction.
- Tackled client problems and tracked case progress to provide effective solutions.
- Managed inbound customer inquiries, delivering timely responses to enhance customer experience.
- Addressed client problems and monitored case progress.
- Recorded customer interactions in company systems for accurate tracking. in company systems for record-keeping.
Customer Service Representative
Arcus Nearshore Solutions
12.2011 - 03.2012
- Resolved customer service and insurance claim inquiries through phone and email support, ensuring accurate follow-up and customer satisfaction.
- Managed complaints and service issues professionally, delivering timely and effective solutions.
- Used tools to track customer interactions, update case records, and monitor issue resolution.
- Contributed to a positive customer experience through clear communication, problem-solving, and efficient case management.
Online casino dealer
Visionary iGaming
10.2010 - 11.2011
Online dealer casino
Black Orchid / Stream2Play
05.2010 - 10.2010
Education
Hotel Management -
Universidad Latina de Costa Rica
01.2011 - 04.2011
High School Diploma - Bachillerato Por Madurez
Ministerio de Educación Pública
01.2003 - 12.2009
English Centers - English Intensive Course
Universidad Interamericana
01.2008 - 01.2009
Diploma de VI Grado -
Cubujuquí High School
Heredia 01.1996 - 12.2002
Skills
- ISP network troubleshooting
- Incident Management
- Technical Escalation Management
- Operational Planning
- KPI and metrics management
- Redes y Telecomunicaciones
- Microsoft Excel
- Microsoft PowerPoint
- Windows environments support
- Liderazgo de equipos de trabajo
- Staff training and coaching
- Gestión y Operaciones
Certification
- Cisco Networking – CCNA 1 y CCNA 2, 2016, Fundación Omar Dengo / Sykes Enterprise S.A.
- Portugues level 1 y level 2, 2018, Centro de Estudios Brasileños (CEB).
- Cisco ICND1 e ICND2, 2019 - 2020, Fundación Omar Dengo / Sykes Enterprise S.A.
Languages
- Spanish — Native proficiency
- English — Upper-intermediate proficiency (B2)
- Portuguese — Basic-intermediate proficiency (A2–B1)
Timeline
Supervisor / Team Lead Carrier Desk LATAM
HCL Technologies
06.2024 - Current
Supervisor / Team Lead Carrier Desk LATAM
Foundever
03.2023 - 06.2024
Networking technical support
Sykes Enterprise S.A.
06.2016 - 03.2023
Inbound Call Center Representative
Sykes Enterprise S.A.
11.2014 - 06.2016
Customer Service Representative
Arcus Nearshore Solutions
12.2011 - 03.2012
Hotel Management -
Universidad Latina de Costa Rica
01.2011 - 04.2011
Online casino dealer
Visionary iGaming
10.2010 - 11.2011
Online dealer casino
Black Orchid / Stream2Play
05.2010 - 10.2010
English Centers - English Intensive Course
Universidad Interamericana
01.2008 - 01.2009
High School Diploma - Bachillerato Por Madurez
Ministerio de Educación Pública
01.2003 - 12.2009
Diploma de VI Grado -
Cubujuquí High School
01.1996 - 12.2002