Summary
Overview
Work History
Education
Skills
Languages
Interests
Personal Information
Timeline
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Gabriela Cruz Garcia

Uvita de Osa

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

13
13
years of professional experience

Work History

Senior Agent

5CA
03.2020 - Current
  • Company: 5CA is a fan-made CX company that provides customer service, technical support, and community management for gaming and tech brands.
  • Manage escalated customer cases from Level 1 agents via Zendesk, ensuring prompt and effective resolution.
  • Continuously update and expand Knowledge Base content in Zendesk to support agent performance and customer self-service.
  • Regularly identify and recommend process improvements to enhance operational efficiency and service quality.
  • Conduct ongoing case reviews and quality evaluations using Playvox, contributing to consistent service standards.
    Participate in QA calibration sessions to ensure alignment and fairness in evaluation practices.
  • Oversee Social Media Support activities through AgoraPulse and Meta Business Suite, ensuring timely responses and brand consistency.

Technical Support Agent (English, German)

5CA
02.2019 - 03.2020
  • Company: 5CA is a fan-made CX company that provides customer service, technical support, and community management for gaming and tech brands.
  • Provided support in German and English to customer inquiries via email, chat, phone, and social media tickets using Zendesk.
  • Diagnosed customer-reported issues with precision, providing an accurate solution through clear communication.
  • Conducted technical troubleshooting for high-end audio products.
  • Assisted customers with order-related and warranty-related inquiries.
  • Utilized self-training time to enhance customer support skills and product knowledge.

Technical Support Agent (English, German, Spanish)

Movate
01.2017 - 01.2019
  • Company: Movate (former CSS Corp) is a global technology consulting and customer services company.
  • Provided chat-based technical support for surveillance devices, delivering prompt and accurate troubleshooting assistance. (Jan 2017 – Mar 2017)
  • Delivered email support for hard drives, resolving hardware- and software-related inquiries and guiding customers through diagnostics and warranty processes. (Mar 2017 – May 2018)
  • Served as a Trainer for Level 1 Technical Support agents, designing training sessions and mentoring new hires to ensure readiness and confidence in handling customer cases. (Nov 2017 – Dec 2017)
  • Handled email support for video games, assisting players with account issues, gameplay concerns, and technical glitches while maintaining brand tone and community engagement. (Jun 2018 – Jan 2019)


Customer Service Agent (English)

Foundever Group S.A.
08.2016 - 01.2017
  • Company: Foundever Group S.A. (former Sykes) is a privately owned customer experience technology company
  • Phone support in disputes department for a leading credit card company

Tourist Guide in English, Spanish and German, receptionist, customer service, management assistance

Freelance
01.2013 - 01.2016
  • Manage reservation processes and welcome guests with professionalism and warmth, ensuring a smooth and memorable arrival experience.
  • Execute a variety of organizational and administrative tasks to support daily operations and enhance service efficiency.
  • Lead guided boat and hiking tours, providing engaging, informative, and safe outdoor experiences tailored to diverse guest interests.

Sales Assistant in self-service section

IKEA Möbelhaus OHG
09.2012 - 05.2013
  • Company: IKEA is a multinational company that designs and sells ready-to-assemble furniture, kitchen appliances, and home accessories.
  • Assisted customers with product selection and stock inquiries ensuring a personalized and helpful shopping experience.
  • Maintained merchandise presentation and stock levels on the sales floor, contributing to a clean, organized, and visually appealing store environment.

Education

Bachelor of Science - Biology with focus on Ecology and Biodiversity

Paris Lodron University
Salzburg
08-2013

High School Diploma -

Evening School
Linz
09-2007

Skills

  • Reliability
  • Proactive problem-solving
  • Strong prioritization skills
  • Efficient information processing
  • Collaborative team member

Languages

German
Native or Bilingual
English
Full Professional
Spanish
Professional Working

Interests

  • Nature and Conservation
  • Outdoor sports

Personal Information

Timeline

Senior Agent

5CA
03.2020 - Current

Technical Support Agent (English, German)

5CA
02.2019 - 03.2020

Technical Support Agent (English, German, Spanish)

Movate
01.2017 - 01.2019

Customer Service Agent (English)

Foundever Group S.A.
08.2016 - 01.2017

Tourist Guide in English, Spanish and German, receptionist, customer service, management assistance

Freelance
01.2013 - 01.2016

Sales Assistant in self-service section

IKEA Möbelhaus OHG
09.2012 - 05.2013

Bachelor of Science - Biology with focus on Ecology and Biodiversity

Paris Lodron University

High School Diploma -

Evening School

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Gabriela Cruz Garcia