Yirlany Quirós
Technical Specialist I
San José
Summary
Experienced technical professional prepared to excel in technical support and system maintenance roles.
Skilled in diagnosing and resolving technical issues, focusing on problem-solving and system optimization.
Strong focus on team collaboration and achieving results, with adaptability to changing needs and environments.
Aiming to leverage technical strengths and adaptability to make meaningful impact in new role.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Technical Specialist I
Clario
10.2022 - Current
- Managed multiple high-priority projects simultaneously for multiple business lines, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
Lead Analyst
Teleperformance
04.2022 - 10.2022
- Assumed the responsibilities of a backup supervisor and quality analyst, actively supporting agents in optimizing their call flows, addressing inquiries and requests, and consistently meeting performance metrics
- Conducted call monitoring to provide valuable coaching and constructive feedback to agents, enhancing their sales skills and performance
- Collaborated closely with the account manager to prepare for client and team meetings, ensuring seamless coordination and efficient information exchange
Retentions and Customer Care Specialist
Teleperformance
07.2018 - 04.2022
- Successfully managed high-volume inbound calls in a fast-paced environment
- Provided exceptional assistance to customers with subscription management, including order placement, cancellation processing, and refunds
- Collaborated with the site staff to resolve escalations and expedite the resolution of system issues
- Contributed proactive ideas to enhance overall performance and streamline ticket and system issue resolution
- Mentored new hires and experienced agents, assisting with inquiries and work schedule-related requests
Technical Specialist
Concentrix
05.2017 - 06.2018
- Delivered expert chat assistance to customers seeking guidance on various smart devices, including smartphones, tablets, watches, iPads, and iPods, elucidating their comprehensive functionalities
- Offered proficient troubleshooting support to resolve software-related issues, ensuring seamless device operation
- Facilitated the scheduling of appointments for customers to visit their local stores, facilitating hardware-related inquiries
Education
High School Diploma -
Liceo de Aserrí
02.2010 - 12.2015
English Executive and technician for service centers - undefined
Instituto Nacional de Aprendizaje
01.2016 - 02.2017
French - undefined
Academia Europea
04.2018 - 09.2018
Skills
Teamwork
undefinedTimeline
Technical Specialist I
Clario
10.2022 - Current
Lead Analyst
Teleperformance
04.2022 - 10.2022
Retentions and Customer Care Specialist
Teleperformance
07.2018 - 04.2022
French - undefined
Academia Europea
04.2018 - 09.2018
Technical Specialist
Concentrix
05.2017 - 06.2018
English Executive and technician for service centers - undefined
Instituto Nacional de Aprendizaje
01.2016 - 02.2017
High School Diploma -
Liceo de Aserrí
02.2010 - 12.2015
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