Sandra Rojas Mendéz
Service Desk Agent
Guadalupe,C
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
5
5
years of professional experience
Work History
Service Desk Agent
DXC Technology
01.2024 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Increased efficiency by utilizing remote support tools to troubleshoot user issues effectively.
- Management of Service Now ticket platform system, and datto system to take remote control of the computers to bring a more personalize experience to the user.
- Installation of printers and scanners.
- Knowledge of basic trouble shooting and installation of different devices such as: printers, scanners, desktop computers, laptops and iPads.
- Support for different apps such as: office 365, adobe, browsers etc.
Customer Service Representative
Foundever
11.2023 - 01.2024
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Knowledge of basic trouble shooting for different devices such as: cellphones, smartwatches and Wi-Fi devices.
- Helping customers resetting their passwords and any problem with the app or website.
- Sales skills related to telecommunications field.
Customer Service Representative
Movate
06.2022 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Management of different systems to schedule appointments, take payments and create complaint tickets.
- Knowledge of Five9 software used to take calls, schedule call backs and take voice messages
- Outstanding performace metrics Acquiered knowledge in the departments of customer service and renewals.
Customer Service Representative
SYKES
02.2020 - 04.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Knowledge of banking terms and procedures.
- Comprehesion of different systems to cancel cards in case of fraud, request refunds and problems with different transactions.
Education
Técnico De Ingles Para Servicios - English Language And Literature
Instituto Nacional De Aprendizaje
Cartago, Costa Rica 05.2001 -
High School Diploma -
Colegio Elias Leiva Quiros
Cartago, Costa Rica 05.2001 -
Skills
Empathy and patience
Ticketing system proficiency
Guest complaint resolution
Incident Management
Security awareness
Listening Skills
Problem-solving skills
Microsoft Office
Languages
English
Full Professional
Timeline
Service Desk Agent
DXC Technology
01.2024 - Current
Customer Service Representative
Foundever
11.2023 - 01.2024
Customer Service Representative
Movate
06.2022 - 06.2023
Customer Service Representative
SYKES
02.2020 - 04.2020
Técnico De Ingles Para Servicios - English Language And Literature
Instituto Nacional De Aprendizaje
05.2001 -
High School Diploma -
Colegio Elias Leiva Quiros
05.2001 -
Similar Profiles
Henry Arthur VincentHenry Arthur Vincent
Client Capability Lead at DXC Technology, DXCClient Capability Lead at DXC Technology, DXC
Nikhil C TNikhil C T
Business Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt LtdBusiness Analyst / Manual QA Tester at DXC Technology/Fidelis Technology Services Pvt Ltd
DHANASEKARAN RAJUDHANASEKARAN RAJU
IT Project Manager at DXC TechnologyIT Project Manager at DXC Technology