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
2024.05 - 2024.06
- 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
2024.01 - 2024.03
- 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
2023.06 - 2023.07
- 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
2022.12 - 2022.12
- 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
2022.07 - 2022.11
- 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
2022.10 - 2022.10
- 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
2022.02 - 2022.05
- 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
2022.01 - 2022.01
- 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
2020.10 - 2020.11
- 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
2019.11 - 2019.11
- 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
2017.08 - 2017.11
- 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
2017.03 - 2017.05
- 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
2016.10 - 2017.02
- 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
2016.08 - 2016.09
- 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
2015.08 - 2015.11
- 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
2013.07 - 2013.09
- 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
2013.06 - 2013.07
- 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
2013.05 - 2013.06
- 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
2010.05 - 2013.03
- 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
2008.07 - 2008.10
- 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
2008.05 - 2008.06
- 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
2007.07 - 2007.08
- Counted products on supermarkets to assist with accuracy of inventories.
Education
CCNA Module 3 - Computer Networking
UCR
San Pedro, Costa Rica 2001.05 -
High School Diploma -
Saint Paul High School
Alajuela, Costa Rica 2001.05 -
Skills
Technical Support
Technical Troubleshooting
System Troubleshooting
Problem-Solving
Certification
Https://cert.efset.org/6TLwxJ
Timeline
Technical Support Engineer
Foundever
2024.05 - 2024.06
Selling Partner Support Associate
Amazon
2024.01 - 2024.03
Customer Service Representative
Amazon
2023.06 - 2023.07
Spanish English Interpreter
CyraCom Language Solutions
2022.12 - 2022.12
Customer Service Representative
Amazon
2022.10 - 2022.10
Technical Support Engineer
Foundever
2022.07 - 2022.11
Customer Service Representative
PTS Consulting Services
2022.02 - 2022.05
Customer Service Representative
Qualfon
2022.01 - 2022.01
Customer Service Representative
Equifax
2020.10 - 2020.11
Collections Agent
Bill Gosling Outsourcing
2019.11 - 2019.11
Technical Support Representative
CSS Corp
2017.08 - 2017.11
Back Office Associate
Convergys
2017.03 - 2017.05
Customer Service Representative
Concentrix
2016.10 - 2017.02
Collections Agent
Valor Global
2016.08 - 2016.09
Customer Service Representative
SYKES
2015.08 - 2015.11
Customer Service Representative
MOTIF
2013.07 - 2013.09
Customer Service Representative
Amazon
2013.06 - 2013.07
Customer Service Representative
SYKES
2013.05 - 2013.06
Global Dispatch Coordinator
HP
2010.05 - 2013.03
Collections Agent
United Collections Bureau
2008.07 - 2008.10
Customer Service Representative
Teleperformance
2008.05 - 2008.06
Supermarket Assistant
RGIS Inventory
2007.07 - 2007.08
CCNA Module 3 - Computer Networking
UCR
2001.05 -
High School Diploma -
Saint Paul High School
2001.05 -