SUSAN STHEPHANIE VASQUEZ SABILLON
Customer Support Specialist
Santa Tecla,LI
Summary
Dedicated Customer Support Specialist strongly committed to resolving issues and ensuring customers feel valued. Skilled in handling inquiries and managing escalations, consistently turning each interaction into a positive experience. Proficient in utilizing CRM tools and focused on continuously delivering outstanding customer service.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Central Operations Support Specialist, Zillow
Telus Digital
Santa Tecla, LI
11.2023 - 05.2024
- Reviewed and audited Salesforce data for around 100 accounts daily to ensure accurate real estate commission for agents, consistently following standard operating procedures.
- Assigned account representatives to Premier Agents based on account investment status on Salesforce, optimizing resource allocation.
- Effectively addressed complex manager concerns via ticket, e-mail, and Slack, demonstrating strong problem-solving and communication skills
- Created and maintained well-organized electronic and hard copy files to support business processes.
Customer Support Specialist
Tigo
Santa Tecla, LI
07.2021 - 11.2023
- Provided support for residential services, addressing technical issues related to television and internet disconnections through phone, chat, and e-mail.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations and in effective use of CRM systems, Avaya, Zendesk, and Microsoft Office Suite.
- Configured hardware, devices, and software to set up work stations for employees.
Social Media Manager
Impremax Digital
Lourdes Colón, LI
11.2017 - 05.2021
- Managed approximately 75 customer inquiries per day related to products via social media platforms and phone calls, ensuring timely and accurate responses.
- Maintained product inventories in the database and coordinated purchasing activities with suppliers.
- Increased brand awareness by developing and implementing effective social media strategies.
- Optimized posting schedules based on platform-specific analytics to maximize content visibility.
Education
High School -
Complejo Educativo Marisol Bolaños
La Libertad, LI, 01.2012 - 11.2013
Skills
Strong logical thinking
Attention to Detail
Problem-solving abilities
Proficient in CRM systems
Time Management
Microsoft Windows and Office
Remote Technical Support
Support SOP Writing
Additional Education
- Effective Communication for Work Teams Course, Platzi, 01/01/21
- Problem-solving Course, Platzi, 01/01/21
Timeline
Central Operations Support Specialist, Zillow
Telus Digital
11.2023 - 05.2024
Customer Support Specialist
Tigo
07.2021 - 11.2023
Social Media Manager
Impremax Digital
11.2017 - 05.2021
High School -
Complejo Educativo Marisol Bolaños
01.2012 - 11.2013
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