Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Pablo Suazo

Guatemala

Summary

Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Knowledgeable on business and systems requirements, user acceptance testing and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Proactive and Effective driver of product development lifecycle from concept to delivery. Communicative and collaborative with proven history of improving business operations to support corporate growth and revenue. Accurate Applications Analyst proficient in designing and building new applications and modules to accommodate business requirements. A methodical and competent professional with software optimization and troubleshooting expertise. Eager to apply these talents and a superior work ethic to a new position. Adept at updating system configurations, system troubleshooting and providing knowledge-based articles. Ready to Leverage wide-ranging talents to effectively resolve application issues and offer solutions for business needs. Discerning Computer Systems Analyst devoted to improving computer systems and network performance for enhanced productivity. Works actively with management to develop cost-benefit analyses and set objectives for system maintenance and upgrades. Stays up-to-date on latest security regulations and protocols to execute effective measures for sustaining privacy and operational integrity. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of customer's needs and training in apps troubleshooting and configuration. Motivated to learn, grow and excel in technology.

Overview

14
14
years of professional experience

Work History

Salesforce Analyst

Torrent Consulting
09.2022 - 12.2023
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Communicated and explained business requirements to team members to understand and implement functional demands.
  • Analyzed existing systems and databases and recommended enhancements to solve business needs
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Offered input for complex documents to support client-ready final versions.
  • Developed diagrams to describe and lay out logical operational steps.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Excellent communication skills, both verbal and written.
  • Passionate about learning and committed to continual improvement.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Identified issues, analyzed information and provided solutions to problems.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Cultivated interpersonal skills by building positive relationships with others.

Applications Development Analyst II

TELUS International
01.2018 - 09.2022
  • Supported daily operations and system maintenance procedures.
  • Performed troubleshooting, maintenance and optimization of applications used by internal clients (users from internal departments at TI).
  • Provided training to clients in use of systems and applications.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.

Application Support Analyst

Telus International
01.2015 - 12.2017
  • Collaborated with developers, analysts and project managers to expedite incident resolutions.
  • Performed software application and disaster recovery testing to guarantee business readiness following fail-overs.
  • Provided support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
  • Used OsTicket to track, maintain and update tickets per year.
  • Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
  • Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
  • Involved in testing procedures and wrote test cases and scenarios for development team.
  • Interacted with clients to resolve issues and answer software-related questions.
  • Provided training to end users on new and updated systems and software.

Supervisory Special Agent

Telus International
10.2014 - 12.2014
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Resolved account issues to build rapport and relationships with clients.
  • Assessed and authenticated customer exchanges, voids and returns.
  • Created customer support strategy to increase customer retention.

Sales Representative

Telus International
01.2013 - 09.2014
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Trained and mentored new sales representatives.
  • Increased sales by offering consultation on products and services and applying customer service and upselling techniques.

Customer Service Representative

Telus International
01.2010 - 12.2011
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Provided information regarding charge accounts and loyalty programs.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Investigated and resolved accounting, service and delivery concerns.
  • Recorded actions taken, issues resolved and information to effectively manage customer accounts.

Education

No Degree - Systems Engineering

Universidad Mariano Galvez
Guatemala
12.2026

Bachelor of Science - Computing

Instituto Evangelico America Latina
Guatemala City
12.2004

Skills

  • Requirements Gathering And Analysis
  • Business Process Mapping and Improvement
  • Documentation
  • Team Collaboration
  • Web Applications
  • Application Development and Implementation
  • Database Management System Software
  • Technical Sales
  • Active Listening
  • Python
  • Java
  • PHP
  • JavaScript
  • Salesforce Dashboard Development

Languages

Spanish
Native or Bilingual
A1
English
Upper intermediate
B2

Timeline

Salesforce Analyst

Torrent Consulting
09.2022 - 12.2023

Applications Development Analyst II

TELUS International
01.2018 - 09.2022

Application Support Analyst

Telus International
01.2015 - 12.2017

Supervisory Special Agent

Telus International
10.2014 - 12.2014

Sales Representative

Telus International
01.2013 - 09.2014

Customer Service Representative

Telus International
01.2010 - 12.2011

No Degree - Systems Engineering

Universidad Mariano Galvez

Bachelor of Science - Computing

Instituto Evangelico America Latina
Pablo Suazo