Sivianny Mauricio Prado Mena
Training Support Coach
Escazu
Summary
Experienced professional with a background in customer service, technical support, and management. Seeking a challenging role in data analysis for schedule adherence in a call center environment to utilize strong analytical skills, reporting expertise, and disciplinary action management.
Overview
11
11
years of professional experience
Work History
Tech Support Representative
Hewlett Packard
- Provided technical support for HP printers
- Developed diagnostics and troubleshooting documents
- Updated existing documents in the resource database.
Replacement Parts Specialist
Hewlett Packard
- Managed replacement parts for HP printers.
Resource Desk Agent
Hewlett Packard
- Acted as a subject matter expert for HP printer products.
Elite Team Member
Hewlett Packard
- Worked directly with product engineers to provide internal support
- Covered exclusive tech support for VIP clients
- Analyzed call center performance reports for diagnostics and solutions accuracy.
Tech Support Representative (Storage Servers LOB)
Hewlett Packard
- Provided technical support for HP storage servers
- Started to learn a new skill in the storage servers product line.
Marketing and Customer Service Manager
OMOTO Imp. & Exp. Co., Ltd. (Hz.)
01.2013 - 01.2022
- Provided customer support and sourced new customers
- Acted as a communication bridge between customers, office management, and production departments
- Conducted workshops to reduce cultural gaps between Chinese sellers and Latin American customers.
Customer Service Representative (Verizon Wireless Account)
Infosys BPO Costa Rica
01.2023 - 05.2024
- Provided customer service and general account information
- Resolved billing and service issues, including level 1 troubleshooting
- Managed service additions/removals, retention, and soft sales.
Support Coach (Training Department)
Infosys BPO Costa Rica
5 2024 - Current
- Controlled new learners' attendance and schedule adherence
- Identified behaviors and reported to trainers
- Provided support to trainers, ensuring learners followed activities and used the right tools
- Offered basic tech support for learners' systems and tools
- Coached outliers with multiple detractors.
Education
Industrial Design Engineering -
ITCR (Undergraduate)
01.2004 - 05.2006
General Education - undefined
Colegio Madre Del Divino Pastor
01.1994 - 05.2000
Skills
English Language: C1
References
Available upon request
Key Features
- Consistently met and exceeded all metrics for the last five months.
- Maintained a clean disciplinary record throughout tenure at Infosys BPO Costa Rica.
- Demonstrated reliability with no unjustified absences and minimal sick leaves.
- Played a key role in collaborative efforts to improve productivity and performance.
- Known for being a fast learner, a team player, and open to feedback.
- Strong desire to grow and advance in career.
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