Dulce Velasquez Fugon
Human Resources Specialist
San Pedro Sula
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes analytical skills to troubleshoot and provide solutions that improve system performance. Track record of effective communication and user support, ensuring customer satisfaction.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Technical Support Executive
Alorica
10.2018 - 01.2025
- Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
- Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
- Assisted in the development of standard operating procedures for technical support, resulting in improved team efficiency and consistency.
- Identified key technology defects to streamline problem resolution.
Customer Service Representative
Concentrix
10.2017 - 10.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Incentives Champion
StarTek
11.2011 - 12.2015
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Provides insights into employee concerns and feelings
- Boosts morale and inspires commitment in other employees
- Recognize performance: Reward team members for their contributions
- Set goals: Establish objectives, guidelines, and checkpoints for employees
Education
Bachelor's Degree in Human Resources - Human Resources Management
Ceutec
San Pedro Sula, Honduras 05.2001 -
High School Diploma -
Instituto Maria Auxiliadora
San Pedro Sula, Honduras 05.2001 -
Skills
Technical troubleshooting
Application support
Troubleshooting
Customer support
Customer communications
Product knowledge
Adaptability and flexibility
Employee relations
Human resources administration
Communication management
Timeline
Technical Support Executive
Alorica
10.2018 - 01.2025
Customer Service Representative
Concentrix
10.2017 - 10.2018
Incentives Champion
StarTek
11.2011 - 12.2015
Bachelor's Degree in Human Resources - Human Resources Management
Ceutec
05.2001 -
High School Diploma -
Instituto Maria Auxiliadora
05.2001 -
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