ANDREA SOFIA POZUELOS CASTILLO
Biologist, And Technical Support Agent
Villa Nueva,GU
Summary
Detail-oriented Customer Support Specialist with 2+ years of experience in technical support, client communication, and remote operations. Skilled in managing high-volume inquiries, maintaining accurate records, and providing timely and effective resolutions. Experienced in ticketing systems, documentation, escalation processes, and virtual support environments. Highly organized, proactive, and committed to delivering excellent customer experiences in fast-paced remote settings.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Technical Support Agent (L1)
Relish IQ
Guatemala, Departamento de Guatemala
01.2025 - Current
- Manage and resolve customer support tickets using Zendesk, HubSpot, and DevOps.
- Provide timely and accurate responses to customer inquiries.
- Troubleshoot technical issues and escalate complex cases when necessary.
- Maintain detailed documentation of interactions, resolutions, and follow-ups.
- Work in a fully remote environment handling multiple tasks efficiently.
Tutor (Science & English)
Clases y Tutores GT
01.2021 - Current
- Provided tutoring in Biology, Chemistry, Mathematics, and English.
- Adapted teaching methods to different learning styles and age groups.
- Strengthened communication and organizational skills.
Customer Support Agent / Team Lead
IntouchCX – Square Account
06.2023 - 12.2024
- Delivered high-volume phone-based customer and technical support.
- Resolved billing, account, and product-related issues efficiently.
- Provided support to other agents with complex cases.
- Promoted to Team Lead based on performance and leadership skills.
- Maintained accurate case documentation and tracking.
- Demonstrated strong multitasking and problem-solving abilities.
Environmental Education Technician & Coordinator
Fundación Mundo Azul
Guatemala, Departamento de Guatemala
01.2022 - 01.2023
- Designed and implemented educational programs and workshops.
- Managed reports, databases, and documentation.
- Coordinated field activities and outreach initiatives.
- Developed educational materials for diverse audiences.
- Strengthened project coordination and organizational skills.
Education
Biology (Closed Curriculum – Pending Graduation) -
Universidad De San Carlos De Guatemala
Guatemala11.2027
Perito Contador (Accounting Technician) -
IGA
Guatemala11.2013
Timeline
Technical Support Agent (L1)
Relish IQ
01.2025 - Current
Customer Support Agent / Team Lead
IntouchCX – Square Account
06.2023 - 12.2024
Environmental Education Technician & Coordinator
Fundación Mundo Azul
01.2022 - 01.2023
Tutor (Science & English)
Clases y Tutores GT
01.2021 - Current
Biology (Closed Curriculum – Pending Graduation) -
Universidad De San Carlos De Guatemala
Perito Contador (Accounting Technician) -
IGA