Alan Cifuentes
Guatemala City
Summary
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
12
12
years of professional experience
Work History
Support Specialist Tier 1 Lastpass
LastPass
10.2022 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
Tier 1 Customer Service and Tech Support Agent
GoTo
05.2019 - 09.2022
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
Senior Collections Process Associate
Capgemini
03.2016 - 03.2019
- Resolving collection issues for CocaCola botlers.
- Account review and account adjustments
- Discrepancies and short payments
- Responsable for monitoring and maintaining assigned middle accounts/portolios
- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos
- Enlist the efforts of sales and senior management when necessary to accelerate the collection process
- Perform other assigned tasks and duties necessary to support the Accounts Receivable Department
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Resolving collection
Customer Service at Amazon
Xerox
10.2015 - 10.2016
- Focused on preventing and solving problems for customers.
- Customer relationship management systems and innovative self-service solutions that are used by millions of customers every day on Amazon’s websites, shopping apps, and through Amazon’s family of devices such as Kindle and Amazon Echo.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Supervisor (The Children Place)
ICS (24-7 Intouch)
09.2013 - 08.2015
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback.
- Strategizing and monitoring daily activities of customer service operation.
- Assisting customer service staff with duties where required.
- Training staff in areas of customer service and company policies. •
- Managing cashier coverage and customer flow to ensure proficient customer service. •
- Monitoring and authenticating returns, exchanges and voids.
- Investigating and solving customer service complaints.
- Assisting with development and implementation of service policies and explaining these to staff and customers.
- Maintaining documentation pertaining to customer service department activities.
- Performing additional duties where needed.
Education
Associate of Arts - Publicidad Profesional
Universidad De San Carlos De Guatemala
Guatemala City, GuatemalaSkills
- Customer service
- Remote support
- Support services
- Customer relationship management
- Training and coaching
- Technical assistance
- Technical troubleshooting
- Empathy and patience
- Escalation handling
- SLA compliance
- Ticket management
- Hardware troubleshooting
- Call management
- Failure resolution
- Application support
- Mobile device support
- Network troubleshooting
- Helpdesk operations
- Relationship building
- Documentation and reporting
- Issue resolution
- Data analysis
Timeline
Support Specialist Tier 1 Lastpass
LastPass
10.2022 - Current
Tier 1 Customer Service and Tech Support Agent
GoTo
05.2019 - 09.2022
Senior Collections Process Associate
Capgemini
03.2016 - 03.2019
Customer Service at Amazon
Xerox
10.2015 - 10.2016
Supervisor (The Children Place)
ICS (24-7 Intouch)
09.2013 - 08.2015
Associate of Arts - Publicidad Profesional
Universidad De San Carlos De Guatemala
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