FABIAN UGARTE JIMENEZ
Desamparados
Summary
Dedicated and knowledgeable customer service professional with extensive experience in technology. Specializes in billing issue resolution, technical support, and sales. Provides courteous, prompt, and accurate support across outbound and inbound calls. Excels in managing escalations with professionalism and efficiency, ensuring high-quality resolutions for complex issues. Handles emergency situations with patience and tact. Solid team player with a positive demeanor and strong skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success by optimizing quality, speed, and processes. Energetic and results-oriented, with a passion for developing relationships, cultivating partnerships, and growing businesses
Overview
3
3
years of professional experience
2
2
Languages
Work History
Customer Service Representative 3
Foundever
08.2024 - Current
- Provided advanced technical support for Oura Ring users, diagnosing and resolving issues efficiently.
- Delivered exceptional customer service, ensuring satisfaction through personalized assistance and guidance.
- Managed escalations in Tier 2 for a brief period, acquiring experience in resolving complex, high-priority cases.
- Collaborated with internal teams to enhance service quality and streamline technical support processes.
Senior Customer Service
Infosys (Verizon)
01.2024 - 06.2024
- Addressed and resolved billing issues and 5G network technical problems.
- Specialized in troubleshooting 5G connectivity, providing effective solutions to enhance customer satisfaction.
- Conducted sales activities, identifying customer needs and recommending Verizon products, achieving sales targets and improving customer engagement.
Senior Advisor
Concentrix
10.2023 - 01.2024
- Employed at Concentrix, Costa Rica, providing customer support for a leading technology company.
- Specialized in handling customer inquiries and issues related to mobile devices, headphones, smartwatches, and various other technological equipment via chat and email.
- Provided private solutions to money inconveniences.
Selling Partner Support
Amazon
03.2022 - 10.2023
- Resolved problems with the products that our vendors offer, among other things, such as billing issues, adding products to inventory and describing why a product is in an inactive condition.
- Resolved problems that arose when our vendors used Excel documents.
Education
High School Diploma -
Colegio Técnico Profesional De Esparza
Puntarenas, Esparza 05.2015 - 05.2020
Business IT Technician - Informatics
Colegio Técnico Profesional De Esparza
Puntarenas, Esparza 05.2001 -
Skills
- Customer Service Excellence
- Billing Issue Resolution
- Technical Troubleshooting
- Sales and Product Recommendations
- Communication Skills
Personal Information
- Date of Birth: 11/05/02
- Nationality: Costarricense
Timeline
Customer Service Representative 3
Foundever
08.2024 - Current
Senior Customer Service
Infosys (Verizon)
01.2024 - 06.2024
Senior Advisor
Concentrix
10.2023 - 01.2024
Selling Partner Support
Amazon
03.2022 - 10.2023
High School Diploma -
Colegio Técnico Profesional De Esparza
05.2015 - 05.2020
Business IT Technician - Informatics
Colegio Técnico Profesional De Esparza
05.2001 -
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