Milton Guerrero
Customer Support Professional
Apopa,El Salvador
Summary
Hardworking Customer Support Representative with 9+ years of experience working with SaaS products. Trained in project and time management with extensive knowledge of Google Workspace, and ticketing tools such as Zendesk and Hubspot. Solid team player and motivated to maintain customer satisfaction and contribute to company success.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Customer Support Level 1
Netsoft Holdings
1 2021 - Current
- Provide support to our customers via live chat and email
- Maintain our Support articles database updated
- Identify bugs and escalate issues to the Dev team.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Customer Service Representative
GovAssist
05.2021 - 10.2023
- Provide support and consultancy services to customers with their US Visa application from start to end of the application process.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Support Engineer
Crossover
08.2018 - 01.2021
- Provided excellent customer service by efficiently resolving issues and responding to inquiries
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Customer Support Representative
Telus El Salvador
06.2014 - 06.2018
- Supported customer questions and issues regarding Migrations, analyzing needs, evaluating possible resolutions and implementing best solutions.
Customer Sales Representative
Sykes El Salvador
01.2012 - 05.2013
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
Ejecutivo De Negocios
Banco Salvadoreño (Actualmente Banco Davivienda)
01.2006 - 10.2008
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
Education
Bachelor of Arts - Marketing
Universidad Tecnológica
San Salvador 01.2004 - 12.2011
Skills
Incident Management
Time management abilities
Analytical Thinking
Online Chat Support
Incident Management
Ticket management
Problem-solving abilities
Certification
Foundations of Software Testing and Validation - University of Leeds
Timeline
Agile with Atlassian Jira - Atlassian
04-2024
Foundations of Software Testing and Validation - University of Leeds
03-2024
Introduction to Scrum Master Profession - SkillUp EDTECH
03-2024
Customer Service Representative
GovAssist
05.2021 - 10.2023
Customer Support Engineer
Crossover
08.2018 - 01.2021
Customer Support Representative
Telus El Salvador
06.2014 - 06.2018
Customer Sales Representative
Sykes El Salvador
01.2012 - 05.2013
Ejecutivo De Negocios
Banco Salvadoreño (Actualmente Banco Davivienda)
01.2006 - 10.2008
Bachelor of Arts - Marketing
Universidad Tecnológica
01.2004 - 12.2011
Customer Support Level 1
Netsoft Holdings
1 2021 - Current