Summary
Overview
Work History
Education
Skills
Lines Of Business
Further Training
Timeline
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Franklin Alexander Cruz Cortez

Support Specialist
Lourdes,Colon

Summary

Experienced customer service professional with a strong background in service delivery and multitasking. Dedicated to cultivating professional relationships that drive business results and increase profitability. Skilled in troubleshooting complex technical issues and ensuring smooth operations in a 24/7 uptime environment. Utilizes effective communication and problem-solving skills to promptly resolve user concerns, fostering positive user experiences.


Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in health insurance and working in 24/7 uptime environment.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Support Specialist

The Functionary
San Salvador, Departamento de San Salvador
04.2025 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Organized and detail-oriented with a strong work ethic.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.

CSR

Google Fiber
TELUS, Cascadas
12.2024 - 03.2025
  • Company Overview: Google Fiber is a Google project to build an experimental Internet broadband network infrastructure, using fiber optic communication in several cities in the United States.
  • Assisted with technical support and appointments for installation.
  • Google Fiber is a Google project to build an experimental Internet broadband network infrastructure, using fiber optic communication in several cities in the United States.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.

CSR

TELUS Business Solutions
TELUS, Merliot
01.2022 - 11.2024
  • Company Overview: Mobile business lines company.
  • Assistance with mobility services, plans, phones, sales & data.
  • Mobile business lines company.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

CSR

MoneyGram
TELUS, Merliot
11.2021 - 12.2021
  • Company Overview: MoneyGram is a service that allows you to send money to people in other countries.
  • Assisted clients with orders, declined, paused, whether due to problems with the website or checks.
  • MoneyGram is a service that allows you to send money to people in other countries.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.

Education

Bachillerato - General

Colegio Adolfo De Varnhagen
Lourdes, El Salvador
10.2021

English Language Course - Middle Education

English 4 Call Centers Academy
Centro Comercial Gran Plaza, carretera a Santa An
06.2019

Basic & Middle Education -

Colegio Josemaría Escrivá
Lourdes, El Salvador
11.2016

Skills

Active listening

Clear communication

Writing skills

Attention to detail

Conflict resolution

Critical thinking

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Lines Of Business

  • Back Office Assistance
  • Live Chat Support
  • Voice - Phone Assistance
  • Email Support Specialist

Further Training

English Language Course, English 4 Call Centers Academy, Centro Comercial Gran Plaza, carretera a Santa Ana, km 24 1/2, Carretera Panamericana KM 24 1/2, Lourdes

Timeline

Support Specialist

The Functionary
04.2025 - Current

CSR

Google Fiber
12.2024 - 03.2025

CSR

TELUS Business Solutions
01.2022 - 11.2024

CSR

MoneyGram
11.2021 - 12.2021

Bachillerato - General

Colegio Adolfo De Varnhagen

English Language Course - Middle Education

English 4 Call Centers Academy

Basic & Middle Education -

Colegio Josemaría Escrivá

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Franklin Alexander Cruz CortezSupport Specialist