Hugo Kevin Castillo Zelaya
Customer Service Representative
San Salvador
Summary
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
3
3
Languages
Work History
Customer Service and Fraud
Teleperformance
07.2018 - 12.2020
- Processed Kohl's credit card payments and offered tailored payment plans
- Answered customer calls and provided detailed account information
- Identified and reported fraudulent activities
Customer Service and Booking Appointments
SKYCOM
12.2020 - 08.2022
- Coordinated and confirmed appointments with hotel front desks
- Verified and processed payments for reservations
- Maintained accurate digital booking records
- Provided prompt customer support for scheduling inquiries
Tier 2, Escalations Support, Account Management
Dynamic Answering Services
08.2022 - Current
- Managed escalations from customer service and other departments
- Troubleshoot app issues and reported them to IT
- Documented recurring issues for process improvements
- Account Management
- Cleaned and maintained account files
- Created and managed user accounts on the app
- Coordinated funds distribution with accuracy
Education
High School Diploma -
Colegio Suizo Salvadoreño
Computer Technician and Engineering -
Universidad Don Bosco
06.2023 - Current
Skills
- Proactive
- Works well under pressure
- Eager to learn
- Curious mindset
- Easygoing
- Open to feedback
- Responsible
- Excellent communication skills
- Strong team player
- Effective problem-solving abilities
- Detail-oriented
- Good time management
- Documentation review
Accomplishments
- Certified course in Computer Maintenance and Repair
- Microsoft Azure Part 1 - Cloud Computing Fundamentals
- Diploma in Executive Operator
Tools And Softwares
- Microsoft (Excel, Word, PowerPoint)
- Salesforce
- Google Suite
- Visual Studio Code
- SQL Management Server
- Microsoft Azure
- Jira
- AWS Cloud Essentials
Timeline
Computer Technician and Engineering -
Universidad Don Bosco
06.2023 - Current
Tier 2, Escalations Support, Account Management
Dynamic Answering Services
08.2022 - Current
Customer Service and Booking Appointments
SKYCOM
12.2020 - 08.2022
Customer Service and Fraud
Teleperformance
07.2018 - 12.2020
High School Diploma -
Colegio Suizo Salvadoreño
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