AVAYA
Claudia Murillo
Customer Service Representative / Technical Support Agent
Santa Tecla,LI
Summary
Bilingual Customer Service and Technical Support professional with over 8 years of experience in international accounts, including HP Instant Ink, Dell, and Expedia. Proven track record of resolving 50+ daily cases via phone, chat, and email while maintaining a 95% customer satisfaction rate. Skilled in case auditing, conflict resolution, and compliance with data privacy regulations (LATAM & Caribbean). Proficient in CRM tools, Excel, Google Sheets, and remote multitasking, with a strong ability to deliver personalized solutions that boost customer loyalty and retention.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Customer Service Representative / Technical Suppor
Concentrix
02.2020 - Current
- Resolved 50+ customer cases daily via phone, chat, and email, achieving a 95% customer satisfaction rate and exceeding KPIs.
- Provided technical support for HP mobile print applications and devices, ensuring 100% issue resolution within established SLAs.
- Conducted case audits to ensure compliance with quality standards, data privacy policies, and regional regulations (LATAM & Caribbean).
- Managed high-stress situations in a remote, high-volume environment, de-escalating conflicts and delivering accurate solutions.
- Delivered tailored product and service information to meet customer needs, increasing loyalty and repeat business by 20%.
- Utilized Excel, Google Sheets, and CRM tools to document cases, analyze data, and optimize workflow efficiency.
Customer Service Representative
Teleperformance
03.2019 - 02.2020
- Delivered bilingual (English/Spanish) customer support for Dell, assisting with product inquiries, technical troubleshooting, and warranty claims.
- Supported customers in the BC Account (prior to closure), handling account queries, order status updates, and problem resolution.
- Resolved customer complaints with empathy, leading to increased loyalty and repeat business.
- Handled escalated calls efficiently, providing satisfactory solutions for both customers and the company.
- Maintained detailed case records in CRM systems, ensuring accurate follow-up and timely resolution.
- Developed strong product knowledge to provide informed recommendations and guide customers through purchasing decisions.
- Utilized Excel, Google Sheets, and CRM tools to document cases, track performance, and optimize workflow.
Customer Service Representative
Sykes Call Center
06.2015 - 08.2016
Customer Service Representative
Sykes
06.2015 - 08.2016
- Provided customer service for Expedia, assisting travelers with booking, itinerary changes, cancellations, and travel support.
- Managed multiple simultaneous chat conversations, ensuring timely and accurate assistance to global customers.
- Resolved booking and payment issues with empathy, improving customer satisfaction and loyalty.
- Escalated complex cases to specialized departments, ensuring swift resolution.
- Maintained detailed records of customer interactions in CRM systems for accurate follow-up and reporting.
- Developed strong knowledge of travel policies, promotions, and platform tools to provide tailored recommendations.
Education
High School Diploma -
Centro Internacional De Programación De Computadoras (CIPC)
San Salvador 05.2001 -
Skills
Customer Service
Technical Support
Problem-Solving
Active Listening
Product Knowledge
Conflict Resolution / De-escalation
Case Auditing & Quality Assurance CRM Tools
Data Privacy & Protection Compliance
Remote Work Multitasking
Excel & Google Sheets
Bilingual Communication – English & Spanish
Accomplishments
- Consistently achieved 95%+ customer satisfaction ratings while managing 50+ cases daily via phone, chat, and email.
- Provided specialized technical support for HP Instant Ink, ensuring 100% resolution of printer connectivity, cartridge, and account issues within SLA times.
- Successfully handled high-volume remote work environments, maintaining quality and accuracy under pressure.
- Conducted detailed case audits to ensure compliance with LATAM & Caribbean data privacy regulations.
- Delivered bilingual customer service (English/Spanish) for international accounts including HP, Dell, and Expedia, increasing loyalty and repeat business.
- Developed strong product knowledge to provide tailored recommendations, leading to upsell opportunities and improved customer retention.
Software
CITRIX
IMI
EXCEL
ZENDESK
Timeline
Customer Service Representative / Technical Suppor
Concentrix
02.2020 - Current
Customer Service Representative
Teleperformance
03.2019 - 02.2020
Customer Service Representative
Sykes Call Center
06.2015 - 08.2016
Customer Service Representative
Sykes
06.2015 - 08.2016
High School Diploma -
Centro Internacional De Programación De Computadoras (CIPC)
05.2001 -