Jaquelinne Alvarez
Guatemala City
Summary
Hardworking and Friendly Technical/Customer Support Representative keen to help customers maximize product impact and usability, with strong problem-solving abilities, and a keep analytical mindset. Committed to improving user satisfaction numbers.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Intouch CX - Square POS
01.2024 - 12.2025
- Provided B2B technical support and troubleshooting for company goods
- Guided customers through step-by-step solutions in a clear and concise manner.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
Technical Support Representative
Intouch CX - Chamberlain Group
01.2025 - 03.2025
- Provided B2C technical support in an efficient and prompt manner
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Customer Service Representative
Icon Solutions - Guardian Litigation Group
09.2022 - 12.2023
- Answered incoming calls and emails, providing frontline customer support or assistance with service transactions.
- Updated databases with new and modified customer data.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
Conduent - UPS
09.2017 - 09.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Liceo en Computación C.S.S.
10.2016
Skills
- Critical Thinking
- Problem-Solving
- Technical Troubleshooting
- Multitasking
- Time Management
- B2B support
- B2C support
- Conflict resolution
- Product troubleshooting
Certification
English Course for Call Center, Finishing School, 06/01/17, 09/01/17
Languages
- Spanish, Native
- English, C1
Timeline
Technical Support Representative
Intouch CX - Chamberlain Group
01.2025 - 03.2025
Technical Support Representative
Intouch CX - Square POS
01.2024 - 12.2025
Customer Service Representative
Icon Solutions - Guardian Litigation Group
09.2022 - 12.2023
Customer Service Representative
Conduent - UPS
09.2017 - 09.2022
High School Diploma -
Liceo en Computación C.S.S.