EDDIE ESCAMILLA
San Salvador,SS
Summary
Tech Support Lead at Thrivelab Co. with a strong focus on Google Workspace and Salesforce CRM. Enhanced IT processes and user onboarding, resulting in improved technical issue resolution. Excellent communication skills foster team collaboration and drive continuous improvement, ensuring high-quality support and exceptional client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Success Technical Associate
BrainHi Inc.
San Salvador, El Salvador
10.2022 - Current
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted testing of software and systems to ensure quality and reliability.
- Worked with cross-functional teams to achieve goals.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
TECH SUPPORT LEAD
Thrivelab Co.
10.2021 - 03.2025
- Managed Technical Support operations.
- Resolved tickets and ensured timely follow-ups with developers.
- Facilitated user onboarding and offboarding processes.
- Developed and delivered weekly and quarterly IT department reports.
- Involved in the recruitment of new IT team members, conducting interviews and providing feedback.
- Led the creation of the Learning & Development department to boost team competencies.
TECHNICAL SUPPORT REPRESENTATIVE
Google LLC. (Telus International)
03.2010 - 07.2021
- Assisted customers with resolving technical issues.
- Domain verification through TXT record, Email set up through MX records, user management, email migration and sync with mobile devices
- Usage of collaboration tool such as Google Calendar and Google Drive (Docs, Sheets, Slides, Forms)
- Web address mapping for Google Sites through CNAME records
- How to use and solve common issues for Google Classroom, Voice and Meet
Customer Service Representative
Zynga Inc. (Telus International)
San Salvador, El Salvador
05.2010 - 03.2013
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries via phone, email, and chat.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Review requests from educational institutions applying to Google Workspace for Education. Auditing the request and making sure it is compliant with all requirements.
Education
Marketing
UNIVERSIDAD FRANCISO GAVIDIA
San SalvadorHigh School Diploma -
COLEGIO CRISTOBAL COLON
San SalvadorSkills
- Google Workspace Proficiency
- Experienced with Office365 Suite
- Salesforce CRM Experience
- Email Configuration
- Zoho Proficiency
- Experienced in Slack Communication
- Jira Issue Tracking
Websites
Certification
- Certificate of HIPAA Workspace Proficiency (CHWP), COMPLIANCY GROUP
- EF SET Certificate C1 Advanced, EF SET
- Google: Foundations of Project Management
- CEB, Now Gartner: CEB, Effortless Experience
Languages
Spanish
First Language
English
Advanced (C1)
C1
Portuguese
Beginner
A1
Timeline
Customer Success Technical Associate
BrainHi Inc.
10.2022 - Current
TECH SUPPORT LEAD
Thrivelab Co.
10.2021 - 03.2025
Customer Service Representative
Zynga Inc. (Telus International)
05.2010 - 03.2013
TECHNICAL SUPPORT REPRESENTATIVE
Google LLC. (Telus International)
03.2010 - 07.2021
Marketing
UNIVERSIDAD FRANCISO GAVIDIA
High School Diploma -
COLEGIO CRISTOBAL COLON
Similar Profiles
HERBERT ISRAEL SALGADO RAMIREZHERBERT ISRAEL SALGADO RAMIREZ
Project Engineer at SOLCON de El SalvadorProject Engineer at SOLCON de El Salvador
Juan SantamariaJuan Santamaria
Customer Service Representative at Dynamic Answering Services.Customer Service Representative at Dynamic Answering Services.
Felix ArevaloFelix Arevalo
BI Developer at Industrias De Hilos De El SalvadorBI Developer at Industrias De Hilos De El Salvador
Douglas MenjívarDouglas Menjívar
Frontend Developer at Ooma Inc.Frontend Developer at Ooma Inc.
Kelly KelleyKelly Kelley
<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul> at Multiverse / AdoptionAI<ul> <li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li> <li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li> <li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li> <li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li> <li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li> <li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li> </ul> at Multiverse / AdoptionAI