Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susana Avilés Avila

Degree In Business Administration

Summary

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

24
24
years of professional experience
5
5
years of post-secondary education

Work History

Lenovo Customer Service Rep

TD Synnex
06.2020 - 03.2023
  • As a Lenovo Customer Service Rep, as part of the Deal Registration Team, in charge of approval or denial of 5% discount in the pre-sales department, based upon 3 different criteria, Revenue less than 10 K and no more of 25 K on a fiscal year from buying through the Lenovo BID platform.
  • Determine whether the account was covered by a Lenovo sales agent or not. Once approval or denial was received, the information was handled by a Lenovo sales rep to close the sale.
  • In charge of answering both calls and emails related to the discount itself, the terms and conditions that apply to it, as well as any other issues related to the pre-sales process.

Phone Researcher

Information Evolution
01.2023 - 01.2023
  • As a Phone Researcher in charge of checking the availability of property listings for companies assigned by management, verifying listings in different properties based on a selected market, the research is done through the company website and by reaching out via phone and email to different brokers on a daily basis.
  • Build out property information accordingly based on the internal database, updating all missing information, and completing the entire build-out of the property itself.
  • Updating different Excel reports on property listings and completed actions daily.

Technical Support

Concentrix
08.2019 - 2020
  • For the Google One Account (G1)
  • In charge of bringing technical support through calls, chats and email to the English Members department of the G1 membership, assisting by providing several troubleshooting steps depending of the application, including Gmail, google photos, Drive (documents, sheets, slides), helping with storage latency related issues, appeasements and extended support in general and general customer related questions regarding benefits of the membership itself, escalating to tier two and working in cooperation to bring the best customer resolution depending on the issue.

Technical Support Agent

Amazon Web Services
06.2017 - 02.2019
  • As a Technical Support Agent, in charge of bringing support to the Billing and Accounts department resolving issues related to account activation, reinstatement of resources, payment arrangement, extensions, phone verification process to get accounts active and basic technical troubleshooting, working together through internal tickets, maintaining constant correspondence with several service teams that help the resolution the cases received, ensuring to meet the Service Limits Agreements for both cases (3 days) and trouble tickets (48 hours), to ensure the best resolution for the customer needs.
  • Promoted as an email agent of the NA/ Mexico Spanish department, in charge of investigate and effectively resolve order related issues, educating customers on how the business industry of the internet sales works, in the fields of payment policies, delivery, returns and refunds in the US and Freight Forwards.

Customer Service Agent

Teletech
04.2014 - 01.2015
  • Worked for the Blue Shield of California account in, as a customer service representative, in charge to providing assistance to the members of the different Health Insurance plans that BSC offered in their related inquiries, on how the plan worked and what benefits were cover on, processing payments, worked in cooperation with the internal departments of BSC such as pharmacy, mental health, etc, to solve the concerns of the members in order to assure they get the correct attention to have their appointments met and the medications they required on time.

Travel Specialist Agent

Motif
02.2010 - 01.2010
  • As Travel Specialist Agent in charge to provide support to different passengers in regards to U.S Domestic and International flights, dealing with Airlines regarding the flights, misconnections, reprotections and such flight related issues, in charged to contact the Passengers to inform them about different changes in to the Original Itinerary booked, as well as sending e-mail notifications.

Customer Service Representative

Sykes
02.2004 - 01.2004
  • As customer service representative, at Ford Credit account, in charge of helping the customers over the phone with payment arrangements, billing related issues such as extensions, explaining the contracts terms and conditions in regards the credit itself, and refinance process.

Professional Practice

Bayer S.A
08.2000 - 01.2000
  • Professional practice, hired for the Customer Care department, in charge of controlling the shipment of merchandise, dispatching the purchase orders, working together with displays and sales staff, and general administration of orders and supplies.

Executive of Account

New Horizons Computer Learning center
11.1998 - 01.1998
  • As an executive of account, in charge of selling computer courses for training purposes, promoted as an assistant of sales supervisor, in charge of generating reports, commission charts, administrative functions in general.

Education

Business degree - Administration emphasis in Marketing and sales

Universidad Latina de Costa Rica
01.1995 - 01.2000

Conversational English - undefined

British Institute
01.2001 - 01.2001

Second level - Culinary Degree

Escuela Gourmet Arcam
01.2006 - 01.2006

Skills

Languages: Spanish, English

undefined

Timeline

Phone Researcher

Information Evolution
01.2023 - 01.2023

Lenovo Customer Service Rep

TD Synnex
06.2020 - 03.2023

Technical Support

Concentrix
08.2019 - 2020

Technical Support Agent

Amazon Web Services
06.2017 - 02.2019

Customer Service Agent

Teletech
04.2014 - 01.2015

Travel Specialist Agent

Motif
02.2010 - 01.2010

Second level - Culinary Degree

Escuela Gourmet Arcam
01.2006 - 01.2006

Customer Service Representative

Sykes
02.2004 - 01.2004

Conversational English - undefined

British Institute
01.2001 - 01.2001

Professional Practice

Bayer S.A
08.2000 - 01.2000

Executive of Account

New Horizons Computer Learning center
11.1998 - 01.1998

Business degree - Administration emphasis in Marketing and sales

Universidad Latina de Costa Rica
01.1995 - 01.2000

Similar Profiles

CREATE PROFILE
Susana Avilés AvilaDegree In Business Administration