Luis Mata Carballo
San José,SJ
Summary
Highly motivated and results-oriented professional with experience in building and managing client relationships. Seeking a Partner Specialist position at Cognizant to leverage skills in business development, product sales, and client experience to cultivate successful partnerships and drive cloud business growth. Proven ability to execute outbound sales strategies, manage client accounts, and provide exceptional customer service. Eager to contribute to collaborative and innovative environment.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Seller Support Associate
Amazon
5 2020 - Current
- Assist and support Amazon's selling partners with their inquiries and issues related to selling on platform.
- Handle high volume of seller contacts through various channels like phone, email, and chat.
- Provide exceptional customer service to resolve seller concerns promptly and effectively regarding creation of variations, how to edit attributes of product detail page such as title, bullet points, product descriptions, etc.
- Educate sellers on using Amazon's tools and resources to enhance their selling experience such as inventory file templates, payment reports and revenue calculator.
- Investigate and resolve seller account-related problems, such as product listing issues, payment inquiries, and order defects.
- Collaborate with cross-functional teams to address complex seller issues and ensure seamless seller experience.
- I had to maintain up-to-date knowledge of Amazon's policies, guidelines, and selling processes in order to offer accurate assistance to my sellers.
- Identify trends in seller inquiries and provide feedback regarding internal processes and tools to improve Amazon's seller support processes.
- Work in fast-paced and dynamic environment while meeting individual and team performance metrics.
- Comply with organization's KPI's such as average handle time, seller satisfaction rate, reopen rate among others.
- Aid new hires during their ramp up period with general questions and walking them through new job aids and tools.
- I assisted in facilitation of training for new hires in Costa Rica and also United States.
ASMS Cloud Support Engineer
Tek Experts
06.2019 - 03.2020
- Assist in managing and optimizing cloud-based infrastructure for clients
- Support cloud migration, deployment, and maintenance activities
- Monitor cloud resources and ensure high availability and performance
- Troubleshoot and resolve issues related to cloud services and applications
- Collaborate with cross-functional teams to deliver efficient cloud solutions
- Stay updated with cloud technologies and best practices.
Technical Customer Support Representative
CSS Corp
10.2017 - 06.2019
- Provide technical support and assistance to customers via various channels (phone, email, chat)
- Resolve technical issues related to products, services, or software applications
- Troubleshoot hardware and software problems and offer appropriate solutions
- Diagnose and escalate complex issues to higher-level support teams if needed
- Ensure high levels of customer satisfaction through effective communication and problem-solving
- Document customer interactions and solutions in the company's CRM system.
The Results Companies
ResultsCX
06.2016 - 11.2017
- Offering existing customers continued service on their Subscription
- Provide high quality and efficient sales presentations to customers
- Maintain, at a minimum, target levels of sales, productivity and performance
- Document customer interactions and account resolutions
- Contribute to the team environment by assisting fellow employees and participating constructively in team meetings
- Multi-tasks: listening, inputting data, probing, providing solutions, navigating through various screens while applying customer satisfaction techniques.
Salesman
Empresas ADOC
12.2014 - 03.2016
- Greeted and assisted customers, both in-person and over the phone
- Processed sales transactions and provided accurate change
- Stocked shelves and maintained inventory levels
- Managed store operations, including scheduling employees and opening and closing the store
- Provided administrative support, such as answering the phone, processing paperwork, and handling customer complaints.
Education
Certification - Computer Installation and Repair Technology/Technician
Instituto Jimenez
San José, SJ 01.2015 - 05.2015
High School Diploma -
Liceo Nocturno De Desamparados
San José, SJ 02.2012 - 05.2016
Certification - Cisco Certified Network Associate
Netacad
Online 02.2024 - Current
Skills
Problem Solving
Customer Assistance
Goal-Oriented
CRM Software
Service-Level Agreements (SLA)
Incident Management
Problem Solving
Current Location
San Jose, Costa Rica
Accomplishments
- Training Matter Expert
- Project manager
- Senior Associate
Timeline
Certification - Cisco Certified Network Associate
Netacad
02.2024 - Current
ASMS Cloud Support Engineer
Tek Experts
06.2019 - 03.2020
Technical Customer Support Representative
CSS Corp
10.2017 - 06.2019
The Results Companies
ResultsCX
06.2016 - 11.2017
Certification - Computer Installation and Repair Technology/Technician
Instituto Jimenez
01.2015 - 05.2015
Salesman
Empresas ADOC
12.2014 - 03.2016
High School Diploma -
Liceo Nocturno De Desamparados
02.2012 - 05.2016
Seller Support Associate
Amazon
5 2020 - Current
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