Daniel Alejandro Rueda Muñoz
Medellín
Summary
Proactive individual with 7+ years of experience providing front-line support to end users and clients. I am a quick learner, capable of balancing multiple priorities while still ensuring high quality standards.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Foundever - CashApp
05.2024 - 09.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responded to customer requests for products, services, and company information.
Telecom Technician
PBS - British American Tobacco
01.2022 - 05.2023
- Validating and reviewing the status of the WAN and LAN links of the markets in scope
- Analyzing and understanding the status of Wi-Fi networks for their proper functioning
- Configuring and monitoring the interconnection switches to grant the correct internet and intranet connection
- Worked closely with network administrators and server engineers to deliver quality service.
- Coordinated installation of new users and relocations of existing users.
- Streamlined processes within the technical support team, resulting in increased productivity and improved customer experience.
Technical Support Agent
Netcom - Kolbi
04.2020 - 10.2021
- Technical Support
- Customer Service
- Creating and executing methods to solve technical issues on customers internet, television and phone services
- Resolving issues through company's policies
- Giving technical advice and answering Customer questions regarding their services
Airline Customer Service Agent
Almacontact - LATAM
12.2018 - 08.2019
- Customer Support
- Creating and executing methods to solve customer concerns and flight rescheduling
- Resolving issues through company's policies
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
Technical Support and Customer Service Agent
Teleperformance
07.2017 - 08.2018
- Technical Support
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Responded to customer requests for products, services, and company information.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
Technical High School - Computer Networking And Telecommunications
Colegio Técnico Profesional Heredia
Heredia, Costa Rica 12.2016
High School Diploma -
Colegio Técnico Profesional De Heredia
Heredia, Costa Rica12.2016
Skills
- Microsoft Office (Word, Excel, Power Point)
- Putty
- Avaya
- Cisco APs and switches
- Cloud Applications knowledge - Dropbox, Google, etc
- Amazon connect
- Sales force
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
Personal Information
- ID Number: 1233689004
- Place of Birth: Antioquia
- Date of Birth: 07/28/97
- Nationality: Colombia
Languages
Spanish
Native language
English
Upper intermediate
B2
Timeline
Customer Service Representative
Foundever - CashApp
05.2024 - 09.2024
Telecom Technician
PBS - British American Tobacco
01.2022 - 05.2023
Technical Support Agent
Netcom - Kolbi
04.2020 - 10.2021
Airline Customer Service Agent
Almacontact - LATAM
12.2018 - 08.2019
Technical Support and Customer Service Agent
Teleperformance
07.2017 - 08.2018
Technical High School - Computer Networking And Telecommunications
Colegio Técnico Profesional Heredia
High School Diploma -
Colegio Técnico Profesional De Heredia
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