Marilyn Rodríguez Cubero
Customer service \ HR Human resources
Summary
Experienced and diligent trainer and mentor with strong management abilities and a results-driven approach. Proven track record in sales assistance and customer account management within the information technology and services sector. Skilled in effective communication, human resources, English language proficiency, management, customer service, teamwork, problem-solving, and quick decision-making. Demonstrates exceptional sales, professional, and management abilities.
Overview
14
14
years of professional experience
Work History
Customer Success: Quality Analyst / Reporting / Management
Tek experts
08.2021 - 11.2023
- Reports creation, data analysis by using Excel, Salesforce and other tools for CSM and Management to provide the correct and updated information.
- Organize and manage the team by distributing tasks, coordinating, and supervising all tasks related.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Handle requests for the people who are part of the program and approve the request to be consigned.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
Sales Assist: Queue Monitor / Quality Analyst
Tek experts
01.2017 - 07.2021
- Manage Sales Assist inbox and PDLs.
- Redirect and assign customer queries.
- Monthly review of agent's performance (QA) around the world.
- Analyze and report sales agent's progress.
- Create end-to-end strategies to solve customer situations related to contract inconsistencies, product configuration, and entitlements management.
- Facilitated smooth transitions between shifts by providing thorough handoff reports, ensuring continuity of care for monitored cases.
- Built relationships with customers to encourage repeat business.
Costumer Contact Center (service desk administrator)
Tek experts
11.2013 - 12.2016
- Handle first customer contact via phone, email, and chat.
- Improved service desk efficiency through the implementation of new processes and tools.
- Prioritized workload based on urgency levels when handling multiple tickets simultaneously, effectively balancing resources available for maximum results.
- Provide product support information and basic configuration and manage billing and customer information details.
- Queue monitor for different departments (Non-tech, Trust Case)
- Managed ArcSight protect.
- Contributed to team meetings with valuable insights into current challenges faced within the role.
- Escalated complex or high-priority issues to appropriate team members or third-party vendors.
Receptionist and finance assistant
Estudio de Arte Morphosis
12.2009 - 02.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients and answer to callers seeking information and updated client records.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
Education
Curso Level Up, Management. -
Tek-learning
Tek Experts 05.2001 - 05.2023
High School Diploma -
Colegio Diurno De Naranjo
Naranjo, Costa Rica 05.2001 - 05.2009
Educación General Básica. -
Liceo Bilingüe De Naranjo
Naranjo, Costa Rica 05.2001 - 05.2006
Curso ITILv4. -
ELEV8 Academy
San José, Costa RicaTécnico En Recursos Humanos. - Administration
Universidad San Jose
San Ramon, Costa RicaCurso Excel Intermedio -
ELEV8 Academy
San José, Costa RicaService Center English Executive - Customer Service Management
Instituto Nacional De Aprendizaje
Sarchi, Costa RicaOperador De Operaciones Ofimáticas. - Office Technology
Instituto Nacional De Aprendizaje
Sarchi, Costa RicaEnglish Teaching BA. 4 Years But Not Finished - English Education
Universidad De Costa Rica
San Ramon, Costa Rica 05.2001 -
Skills
Administrative Support
Customer/Client relations
Time Management
Documentation And Reporting
Verbal and written communication
Data Entry
Office Management
Telephone skills
Decision-maker
Analytics
Efficient
Security understanding
Microsoft Office
Attention to Detail
Problem-Solving
Customer Service
Continuous Improvement
Quality processes
Teamwork and Collaboration
Interpersonal Skills
Billing and Invoicing
Team Leadership
Personal Information
- Place of Birth: Grecia, Alajuela
- Date of Birth: 05/21/1991
- Nationality: Costa Rican
- Visa Status: USA VISA
Languages
Spanish
Native or Bilingual
English
Full Professional
References
- Jorge Zamora Cubero, director of the Estudio de Arte Morphosis, artemorphosis@hotmail.com, 8723-2736
- Ileana Aviles Talavera, Team Manager MicroFocus - Non-Tech MF, ileana.aviles@tek-experts.com, 8310-9955
- Heisel Ramirez Solano, Team Manager en Tek-Experts, heyraso07@icloud.com, 8446-8498
Hobbies
Travel
Planning Travels
Read
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCompany CultureWork from home optionPersonal development programsCareer advancementTimeline
Customer Success: Quality Analyst / Reporting / Management
Tek experts
08.2021 - 11.2023
Sales Assist: Queue Monitor / Quality Analyst
Tek experts
01.2017 - 07.2021
Costumer Contact Center (service desk administrator)
Tek experts
11.2013 - 12.2016
Receptionist and finance assistant
Estudio de Arte Morphosis
12.2009 - 02.2013
Curso Level Up, Management. -
Tek-learning
05.2001 - 05.2023
High School Diploma -
Colegio Diurno De Naranjo
05.2001 - 05.2009
Educación General Básica. -
Liceo Bilingüe De Naranjo
05.2001 - 05.2006
English Teaching BA. 4 Years But Not Finished - English Education
Universidad De Costa Rica
05.2001 -
Curso ITILv4. -
ELEV8 Academy
Técnico En Recursos Humanos. - Administration
Universidad San Jose
Curso Excel Intermedio -
ELEV8 Academy
Service Center English Executive - Customer Service Management
Instituto Nacional De Aprendizaje
Operador De Operaciones Ofimáticas. - Office Technology
Instituto Nacional De Aprendizaje