NAKISHA NAVALO ALLEN
Customer Support Specialist
Heredia,H
Summary
Customer Service and Technical Support Representative with over five years of experience supporting B2B and B2C clients in dynamic, remote-first environments. Proven ability to enhance customer experiences through clear communication, technical troubleshooting, and solution-oriented problem-solving. Skilled in managing high ticket volumes while consistently achieving strong CSAT scores and meeting SLA targets. Expertise in de-escalation, root cause analysis, and cross-functional collaboration with product, engineering, and sales teams to efficiently resolve complex issues. Highly organized and self-motivated, thriving in independent work across various time zones, leveraging proficiency in CRM systems, ticketing platforms, and remote collaboration tools to drive success.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Account Manager
BetUS
11.2025 - 02.2026
- Assisted customers via live chat, email, and phone with account issues, deposits, withdrawals, and technical problems.
- Verified user accounts (KYC compliance) to prevent fraud and ensure regulatory standards.
- Resolved disputes professionally while maintaining high CSAT scores.
- Processed payment transactions and escalated complex cases to compliance teams.
- Processed sports wagers and payouts accurately and efficiently.
Technical Support Representative II
Smarch
04.2023 - 10.2025
- Provide Tier 1 and Tier 2 technical support to enterprise clients for mobile archiving and compliance solutions.
- Collaborate with engineering teams and carrier partners (Verizon, AT&T, T-Mobile, Rogers, Hutchison, WhatsApp) to identify root causes and implement corrective actions.
- Support client onboarding, feature configuration, and optimization for platforms such as TeleMessage, MobileGuard, and Professional Archive.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Assisted in rollout of new software features, ensuring customers understood and utilized them fully.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Back Office Associate
Xtdirect
11.2022 - 04.2023
Customer Service
Infosys/Verizon
10.2022 - 02.2023
Technical support agent
Movate/Alarm.com
07.2021 - 10.2022
Reception Assistant
Avita Dental Clinic
01.2019 - 07.2021
Education
Software Developer -
TEC University
09-2025
Bachelor Degree - middle education
Liceo Edgar Cervantes
12.2019
Skills
Azure Fundamentals
Salesforce
KCS publisher
Microsoft 360
Timeline
Account Manager
BetUS
11.2025 - 02.2026
Technical Support Representative II
Smarch
04.2023 - 10.2025
Back Office Associate
Xtdirect
11.2022 - 04.2023
Customer Service
Infosys/Verizon
10.2022 - 02.2023
Technical support agent
Movate/Alarm.com
07.2021 - 10.2022
Reception Assistant
Avita Dental Clinic
01.2019 - 07.2021
Bachelor Degree - middle education
Liceo Edgar Cervantes
Software Developer -
TEC University
ADDITIONAL INFORMATION
- Certifications:
- 2025-Smarsh Certified Capture Mobile Administrator
- 2025-Smarsh Certified Professional Archive Administrator
- 2020-Microsoft Azure Fundamentals
- 2018-Omar dengo foundation.Leadership empery: empowering young people to positive change
- 2017-Teen Smart International
- Risky behaviours and self-leadership promotion.
.
I hereby certify that the above information is true and correct to the best of my knowledge and belief.