Summary
Overview
Work History
Education
Skills
Timeline
Generic
Carlos Eduardo Lainez Guerra

Carlos Eduardo Lainez Guerra

Technical Support Specialist/Customer Service Specialist
Santa Ana

Summary

Results-driven and customer-focused professional with over 6 years of experience in customer service. Proven track record of successfully assisting customers and solving complex scenarios. Consistently achieving goals and meeting objectives, recognized as a top performer for many months. Well-qualified support professional with a positive and friendly demeanor, strong attention to detail, effective communication skills, and solid history of tackling diverse and challenging requirements. Well-versed in providing exceptional customer service in a 24/7 uptime environment.

Overview

8
8
years of professional experience
2010
2010
years of post-secondary education

Work History

Tech Support Specialist

Mindbody
08.2023 - Current
  • Business to Business contact
  • First Level of support and Point of Contact
  • Provide assistance to wellness Businesses on how to manage their business through Mindbody Software
  • Assisting Billing Issues

Sales Representative

Intercontinental Hotels Group
04.2023 - 08.2023
  • Sell hotel rooms, making an effort to convince customers who were only shopping around
  • Assist customers with modifications on existing reservations
  • Enroll customers to membership program
  • Assist customers with information related their reservations or Hotel locations

Customer Service Specialist

Telus Business Solutions
01.2023 - 04.2023
  • Handled cellphone lines for small companies on accounts from 10 up to 200 lines
  • Provide information about service in general and solving customer's doubts
  • Solving Billing Issues
  • Renew Service Agreements
  • Create new lines and new accounts
  • Port cellphone lines
  • Handled online request via Email

Retention Specialist

Telus Smart Home Security
01.2022 - 01.2023
  • Deal with customers who wanted to leave the company and making an effort to retain those customers by finding reason why they wanted to leave and make an offer that would solve issue
  • Offer more services as bundles in order to reduce customer's risk to cancel services
  • Renew customer's service agreement
  • Schedule Technician's appointments
  • Move services to different Locations for customers who were moving
  • Basic Troubleshooting
  • Solving Billing Issues
  • Handled complex scenarios when customers wanted to use devices from a different provider on Telus network

Sales and Customer Service Representative

Volaris
11.2017 - 11.2021
  • Book Flights
  • Change flights reservations
  • Give information to customers related to their reservation or documentation to board plane
  • Give Information about Airports and migration requirements
  • During covid I handled customers who lost their flights due to covid restrictions and I was in charge to find a solution for them to travel
  • Connecting customers to Car Rental providers or Hotels to complete a package

Education

Industrial Engineering -

Universidad de El Salvador, Facultad Multidisciplinaria de Occidente

High School - undefined

Complejo Educativo Capitán General Gerardo Barrios

Skills

Communication Skills

Timeline

Tech Support Specialist

Mindbody
08.2023 - Current

Sales Representative

Intercontinental Hotels Group
04.2023 - 08.2023

Customer Service Specialist

Telus Business Solutions
01.2023 - 04.2023

Retention Specialist

Telus Smart Home Security
01.2022 - 01.2023

Sales and Customer Service Representative

Volaris
11.2017 - 11.2021

High School - undefined

Complejo Educativo Capitán General Gerardo Barrios

Industrial Engineering -

Universidad de El Salvador, Facultad Multidisciplinaria de Occidente
Carlos Eduardo Lainez GuerraTechnical Support Specialist/Customer Service Specialist