Federico Fallas Gamez
Resolution Expert
San José
Summary
Detail-oriented Management Professional with over a decade of experience in customer relations, social media management and complex case resolutions. Actively trained in emergency response, including evacuation assistance and risk mitigation, with certifications in fire protection systems and CPR. Proven ability to develop and implement operational procedures, lead training initiatives, and organize impactful community activities. Recognized for analytical follow-up, creative problem-solving, and a calm, strategic approach under pressure. Strong sense of community, adaptability, and mentoring skills, complemented by a practical mindset and the ability to plan ahead for diverse scenarios. Fluent in Spanish and proficient in English, with a track record of effective communication and collaboration in multicultural environments, supporting global teams and ensuring operational continuity.
Overview
15
15
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Resolution Expert for Technical Support
Dell Technologies
04.2021 - Current
- Acted as backup manager, supervising and leading a team of technical support agents to ensure operational excellence.
- Provided one-on-one coaching to team members, enhancing performance and driving improvements in the implementation of new procedures.
- Delivered comprehensive training sessions to upskill team members on new technologies, processes, and tools, ensuring readiness for evolving market demands
- Monitored and analyzed multiple KPIs, including customer satisfaction with sustained results over 92% over 8 consecutive quarters, achieving consistently high performance since taking on the role
- Spearheaded initiatives to streamline workflows, improve team efficiency, and enhance the quality of customer interactions
Emergency Brigade Member
Dell Technologies
01.2016 - 02.2020
- Collaborated with team members to enhance emergency preparedness and response protocols.
- Participated in continuous training and evacuation drills, including assistance for disabled individuals during emergencies.
- Promoted a positive work environment that encouraged collaboration among diverse team members to accomplish common goals.
Dell Planet Associate
Dell Technologies
04.2024 - Current
- Organized community engagement activities, including tree planting and hiking events, to promote environmental awareness.
- Partnered with local organizations to amplify the impact of green initiatives.
Client Technical Support Specialist
Dell Technologies
05.2018 - 03.2021
- Managed complex case resolutions through executive escalations, collaborating with multidisciplinary teams.
- Trained agents on new processes and platforms, ensuring preparedness to meet market demands.
- Generated reports to track performance and analyze trends.
Local Coordinator and Volunteer
Encuentros De Promoción Juvenil
05.2010 - 11.2019
- Volunteered as part of a non-profit organization focused on engaging and mentoring young people through community-driven activities.
- Progressed to mid-management roles after 2014, culminating in a position as Local Coordinator for the San José Province
Education
Certificate of Technical Studies - Project Management
Instituto Tecnológico De Costa Rica
05.2001 -
Certificate of Technical Studies - Data Analysis
Instituto Tecnológico De Costa Rica
05.2001 -
No Degree - Architecture
Universidad De Costa Rica
05.2001 -
Skills
MS office - Decision making- Team collaboration -
Problem solving abilities - Adaptability and flexibility -
Leadership qualities - Customer relationship management -
Attention to detail - Performance improvement - Workplace safety
Process improvement - Strong communication and interpersonal skills
Certification
CPR Certification
Timeline
Dell Planet Associate
Dell Technologies
04.2024 - Current
Resolution Expert for Technical Support
Dell Technologies
04.2021 - Current
CPR Certification
05-2019
Client Technical Support Specialist
Dell Technologies
05.2018 - 03.2021
Fixed fire protection systems
04-2018
CPR certification
10-2017
Emergency Brigade Member
Dell Technologies
01.2016 - 02.2020
Social Media and Communications
10-2014
Local Coordinator and Volunteer
Encuentros De Promoción Juvenil
05.2010 - 11.2019
Certificate of Technical Studies - Project Management
Instituto Tecnológico De Costa Rica
05.2001 -
Certificate of Technical Studies - Data Analysis
Instituto Tecnológico De Costa Rica
05.2001 -
No Degree - Architecture
Universidad De Costa Rica
05.2001 -
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