Juan Andres Castro Garcia
Customer Service / Student
Mixco
Summary
Dynamic bilingual communication professional with proven expertise in customer service and digital marketing. Skilled in empathetic conflict resolution and script adaptation, consistently enhancing client satisfaction through clear, tailored messaging. Experienced in visual storytelling and content curation for social media, driving brand credibility and engagement. Adaptable in fast-paced environments, excelling in campaign strategy, bilingual resource creation, and advanced video editing workflows. Recognized for delivering customized solutions that strengthen client relationships and foster long-term growth.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Customer Service Representative
InTouchGPS
Guatemala City, Departamento de Guatemala
05.2025 - 11.2025
- Resolution 2 customer services Airbnb | Intouch CX
- Provide assistance to both the Host and the Guest in mediating issues related to active reservations, offering a fair solution for both parties through calls or messages, as well as support with questions about how to use the platform.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Telus International
Guatemala City, Departamento de Guatemala
11.2023 - 02.2025
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided tailored customer support aligned with product requirements, specifically technical assistance for various Google products such as thermostats, cameras, smoke alarms, Wi-Fi devices, among others.
- Managed customer interactions through phone calls and social media platforms.
- Introduced with basic supervisory knowledge, including agent management, progress validation, and tracking of hours worked.
Education
High School Diploma -
Colegio Pino Montano
Quetzaltenango, Guatemala10-2020
Skills
Customer service
Timeline
Customer Service Representative
InTouchGPS
05.2025 - 11.2025
Technical Support Representative
Telus International
11.2023 - 02.2025
High School Diploma -
Colegio Pino Montano