Carlos Eduardo Ralda Perez
Guatemala,Guatemala City
Summary
A person with a high level of customer service, data analysis, report building, problem-solving, and tech abilities.
Overview
8
8
years of professional experience
12
12
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
CONTACT SERVICES COMPANY, S.A.
01.2014 - 7 2016
- Daily communication with customers in a busy call center environment
- Help customers track phone, internet, and tv service issues
- Walk customers through troubleshooting steps to fix issues
- Organize and schedule appointments with technicians.
Real-Time Analyst
CONDUENT BUSINESS SERVICES DE GUATEMALA, S.A.
09.2016 - 04.2019
- Helped operations to track, flag, and monitor incoming queues, and report daily attendance of agents in real-time to ensure the service levels and key performance indicators are met to achieve daily, weekly, and monthly goals in a call center environment.
Real-Time Analyst
INTOUCHCX
7 2019 - 5 2020
- Helped operations to track, flag, and monitor incoming queues, report daily attendance of agents in real-time to ensure the service levels and key performance indicators are met to achieve daily, weekly, and monthly goals in a call center environment handled by different channels and programs.
Reporting Analyst
INTOUCHCX
05.2020 - 06.2023
- Prepared monthly KPI's reporting in alignment with client needs.
- Used Google Sheets, Data Studio, and Excel among other software to generate required reports and optimize the visibility to track agent's performance.
Technical Support Specialist
SMARTLY.IO
07.2023 - Current
- I'm in charge of solving technical issues for customers
- Answer questions that customers may have while launching ad campaigns on different social media platforms such as Meta (Facebook and Instagram), TikTok, Snapchat, and Pinterest.
- Delivered clear and concise instructions to customers, helping them navigate complex technological systems with ease.
- Escalate issues through Jira.
- Read Json code to find issues on the back end.
- Compare API code to ensure the correct information is sent.
Education
GED -
LICEO CANADIENSE SEDE PETAPA
Guatemala City, Guatemala 05.2001 - 05.2013
Skills
EXCEL
GOOGLE SHEETS
DATA STUDIO
INGLES
MICROSOFT OFFICE
Analytical Skills
Attention to Detail
Problem-Solving
Analytical Thinking
JIRA
INTERCOME
Companies
- CONTACT SERVICES COMPANY, S.A., Customer Service Representative
- CONDUENT BUSINESS SERVICES DE GUATEMALA, S.A., Real-Time Analyst
- INTOUCHCX, Real-Time Analyst
- INTOUCHCX, Reporting Analyst
- SMARTLY.IO, Technical Support Specialist
Languages
English
Full Professional
Spanish
Native or Bilingual
Certification
CURRENTLY TAKING A FULL STACK CERTIFICATION
Timeline
CURRENTLY TAKING A FULL STACK CERTIFICATION
07-2024
Technical Support Specialist
SMARTLY.IO
07.2023 - Current
Reporting Analyst
INTOUCHCX
05.2020 - 06.2023
Real-Time Analyst
CONDUENT BUSINESS SERVICES DE GUATEMALA, S.A.
09.2016 - 04.2019
Customer Service Representative
CONTACT SERVICES COMPANY, S.A.
01.2014 - 7 2016
GED -
LICEO CANADIENSE SEDE PETAPA
05.2001 - 05.2013
Real-Time Analyst
INTOUCHCX
7 2019 - 5 2020
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