Juan Manuel Barahona Carmona
Customer Service Representative / Technical Support Engineer
Santa Lucía ,H
Summary
Adept at technical troubleshooting and problem-solving, I significantly enhanced customer satisfaction and loyalty across roles, notably as a Technical Support Engineer at Foundever. My expertise in system troubleshooting, combined with a strong ability to manage high-stress situations with professionalism, positions me as a valuable asset to any team seeking to improve service delivery and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Foundever
05.2024 - 06.2024
- Provided remote assistance to clients, ensuring timely resolution of Cisco networking concerns.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- I had to leave this position due to a litigation related to a family's property that was demanding my attention full time, but fortunately the property litigation was resolved on my favor and I am now ready to start working again full time and any schedule immediately.
Selling Partner Support Associate
Amazon
01.2024 - 03.2024
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- I assisted sellers that offered their products on the Amazon website, duties included troubleshooting and resolving issues promptly when uploading inventory, responding accurately to questions about their Amazon selling account and also assisting and responding to questions and issues with their payments or advising on best practices when dealing with issues with Amazon buyers.
Customer Service Representative
Amazon
06.2023 - 07.2023
- 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.
Spanish English Interpreter
CyraCom Language Solutions
12.2022 - 12.2022
- Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
- Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
Technical Support Engineer
Foundever
07.2022 - 11.2022
- Provided remote assistance to clients, ensuring timely resolution of issues with Cisco Telepresence devices.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Customer Service Representative
Amazon
10.2022 - 10.2022
- 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.
Customer Service Representative
PTS Consulting Services
02.2022 - 05.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- 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.
Customer Service Representative
Qualfon
01.2022 - 01.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- I provided exceptional customer service for credit card customers who were rebuilding their credit scores with a bank from the USA .
Customer Service Representative
Equifax
10.2020 - 11.2020
- 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.
Collections Agent
Bill Gosling Outsourcing
11.2019 - 11.2019
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Technical Support Representative
CSS Corp
08.2017 - 11.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Back Office Associate
Convergys
03.2017 - 05.2017
- Maintained accurate records of inventory levels, ensuring proper stock management and order fulfillment.
- Managed confidential client information with utmost care, ensuring data privacy and security.
- Proactively identified potential risks associated with transactions which helped avoid costly errors.
- Maintained strict adherence to regulatory requirements within all aspects of back-office operations.
Customer Service Representative
Concentrix
10.2016 - 02.2017
- 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.
Collections Agent
Valor Global
08.2016 - 09.2016
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Customer Service Representative
SYKES
08.2015 - 11.2015
- 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.
Customer Service Representative
MOTIF
07.2013 - 09.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Amazon
06.2013 - 07.2013
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
SYKES
05.2013 - 06.2013
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Global Dispatch Coordinator
HP
05.2010 - 03.2013
- Coordinated daily dispatch operations to ensure on-time resolution of issues with HP servers.
- Improved response times by prioritizing urgent requests.
- Responded to high volume of phone and email requests to provide prompt resolution of issues with HP Tandem servers.
Collections Agent
United Collections Bureau
07.2008 - 10.2008
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Customer Service Representative
Teleperformance
05.2008 - 06.2008
- 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.
Supermarket Assistant
RGIS Inventory
07.2007 - 08.2007
- Counted products on supermarkets to assist with accuracy of inventories.
Education
CCNA Module 3 - Computer Networking
UCR
San Pedro, Costa Rica 05.2001 -
High School Diploma -
Saint Paul High School
Alajuela, Costa Rica 05.2001 -
Skills
Technical Support
Technical Troubleshooting
System Troubleshooting
Problem-Solving
Certification
Https://cert.efset.org/6TLwxJ
Timeline
Technical Support Engineer
Foundever
05.2024 - 06.2024
Selling Partner Support Associate
Amazon
01.2024 - 03.2024
Customer Service Representative
Amazon
06.2023 - 07.2023
Spanish English Interpreter
CyraCom Language Solutions
12.2022 - 12.2022
Customer Service Representative
Amazon
10.2022 - 10.2022
Technical Support Engineer
Foundever
07.2022 - 11.2022
Customer Service Representative
PTS Consulting Services
02.2022 - 05.2022
Customer Service Representative
Qualfon
01.2022 - 01.2022
Customer Service Representative
Equifax
10.2020 - 11.2020
Collections Agent
Bill Gosling Outsourcing
11.2019 - 11.2019
Technical Support Representative
CSS Corp
08.2017 - 11.2017
Back Office Associate
Convergys
03.2017 - 05.2017
Customer Service Representative
Concentrix
10.2016 - 02.2017
Collections Agent
Valor Global
08.2016 - 09.2016
Customer Service Representative
SYKES
08.2015 - 11.2015
Customer Service Representative
MOTIF
07.2013 - 09.2013
Customer Service Representative
Amazon
06.2013 - 07.2013
Customer Service Representative
SYKES
05.2013 - 06.2013
Global Dispatch Coordinator
HP
05.2010 - 03.2013
Collections Agent
United Collections Bureau
07.2008 - 10.2008
Customer Service Representative
Teleperformance
05.2008 - 06.2008
Supermarket Assistant
RGIS Inventory
07.2007 - 08.2007
CCNA Module 3 - Computer Networking
UCR
05.2001 -
High School Diploma -
Saint Paul High School
05.2001 -
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