Paolo Leppe
Customer Support Specialist
Carrillo,Guanacaste
Summary
Proven Product Support Representative, adept in client relationship building and escalation management. Enhanced customer satisfaction through effective troubleshooting and interdepartmental collaboration. Skilled in training and coaching, demonstrating a keen ability to improve software usability and team performance. Showcased creativity and assertive communication, contributing significantly to process improvements and organizational culture. Experienced service and support specialist with over 5 years dedicated to customer satisfaction in different industries such as call canter and tourism.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Product Support Representative
Tebra
04.2021 - 02.2024
- Assist customers navigating Tebra platforms, improved customer satisfaction by efficiently troubleshooting and resolving product issues through inbound and outbound calls as well as emails.
- Work together with other teams to deliver resolution in a timely manner.
- Provided clear instructions for software installations and updates, minimizing downtime during the process.
- Facilitated training improving overall customer trust to use the platforms.
- Contributed to the continuous improvement of software development and support tools by providing feedback on their effectiveness in addressing customer needs.
Service Supervisor
Aquasport Restaurant
10.2019 - 03.2020
- Respond to queries and service complaints from customers.
- Assisted with training and development to strengthen team service skills using weekly objectives.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Private event coordinator.
Event Coordinator
Artflower
03.2018 - 10.2019
- Managed administrative logistics of events planning, event booking.
- Managed event logistics and operations.
- Coordinate schedules and timelines for events.
- Establish positive relationships with clients, ensuring their needs were met throughout the event planning process.
HR Assistant I
Amazon
10.2016 - 03.2018
- Provide administrative and payroll support to Amazon distribution centers collaborators through inbound calls and emails.
- Documented human resources records and maintained confidentiality of sensitive personal information.
- Courteously assist collaborators and applicants with frequently asked questions related to company processes and policies.
- Guide and support collaborators filing tickets for process improvement initiatives.
Education
High School Diploma -
Colegio Victoria
Cartago, Costa Rica 05.2001 -
No Degree - Architecture
Universidad Autónoma De Centro América
San José, Costa Rica 05.2001 -
Skills
Empathy and patience
Client Relationship Building
Training and coaching
Escalation management
Conflict resolution
Willingness to learn
Creativity
Organizational culture
Assertive communication
Timeline
Product Support Representative
Tebra
04.2021 - 02.2024
Service Supervisor
Aquasport Restaurant
10.2019 - 03.2020
Event Coordinator
Artflower
03.2018 - 10.2019
HR Assistant I
Amazon
10.2016 - 03.2018
High School Diploma -
Colegio Victoria
05.2001 -
No Degree - Architecture
Universidad Autónoma De Centro América
05.2001 -