Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

César Fonseca Arias

Jardines de Tibas

Summary

Effective candidate for human resources role with a strong drive to acquire skills in hiring, development, and payroll responsibilities.

Skilled in developing and sustaining strong connections with staff and leadership. Strong organizational skills and committed to adhering to relevant laws and regulations.

Implemented a new FAQ template that reduced repetitive queries by 30%. Also received the "Best Customer Service of the Month" award twice for customer satisfaction and quality of service.

Utilized efficient problem-solving and time management methods which resulted in a 20% decrease in average call handling time. Improving the team's operational efficiency not only increased customer satisfaction but also resolved queries faster and more effectively.

Overview

1
1
year of professional experience
25
25
years of post-secondary education

Work History

Technical Care Associate

Amazon
San José, SJ
11.2023 - Current
  • Develop extensive product knowledge to provide accurate and reliable information to customers during support interactions.
  • I utilize remote assistance tools to diagnose and resolve technical issues reducing our time by 10min on every call, minimizing downtime for clients.
  • Stay informed on industry trends, incorporating best practices into daily operations to remain competitive in market.
  • I use ticketing systems daily to manage and process support actions and requests.

Customer Service Representative

Senior Process Executive Infosys
6 2022 - 11.2022
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Working knowledge of MS Word, Outlook, Excel, and PowerPoint.
  • Exceeded performance metrics consistently, earning recognition as top performer within the team.
  • Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.

Customer Service Advisor

Hospital La Católica
5 2021 - 8 2021
  • Assisted in training new team members on company policies and best practices in medical customer service delivery.
  • Contributed to positive work environment by fostering teamwork among colleagues and consistently offering support when needed.
  • Improving communication between patients and healthcare providers to streamline appointment scheduling and follow-up processes.
  • Managed over 50 customer calls with efficiency and empathy, ensuring timely resolution of customer concerns.

Customer Service Representative

Amazon
6 2018 - 7 2020
  • Managed over 80 calls from customers to provide support and address their inquiries or concerns, adeptly handling complex situations or escalation calls.
  • Demonstrated active listening skills to understand customer needs and effectively explain potential solutions, ensuring customers felt valued and supported.
  • Successfully engaged with irate customers, employing strategies to diffuse tense situations and maintain positive interactions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

High School Diploma -

Liceo Sinaí
Pérez Zeledón
02.2014 - 11.2014

BBA - Bachelor Of Business Administration - Present

Universidad San Marcos
San José, Costa Rica
05.2001 - Current

Python Programming Language. - Study Programming

ONE- Oracle Next Education
Current
07.2023 - Current

Skills

  • Basic knowledge of Human Resources Software Management (SAP HR, etc)

  • Deduction Management

  • Database Administration (Excel)

  • Employee Records Management Reporting and Analysis

  • Legal Knowledge in Human Resources

  • Technical Support

  • Professional communication

  • Skill Development

    • Languages

    Spanish
    Native or Bilingual
    English
    Professional Working

    Timeline

    Technical Care Associate

    Amazon
    11.2023 - Current

    Python Programming Language. - Study Programming

    ONE- Oracle Next Education
    07.2023 - Current

    High School Diploma -

    Liceo Sinaí
    02.2014 - 11.2014

    BBA - Bachelor Of Business Administration - Present

    Universidad San Marcos
    05.2001 - Current

    Customer Service Representative

    Senior Process Executive Infosys
    6 2022 - 11.2022

    Customer Service Advisor

    Hospital La Católica
    5 2021 - 8 2021

    Customer Service Representative

    Amazon
    6 2018 - 7 2020

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    César Fonseca Arias