Douglas Zelaya Fuentes
Chatham,ON
Summary
Dynamic bilingual English/Spanish Customer and Tech Support Professional with extensive experience in customer service and technical troubleshooting across various software environments. Proven ability to enhance customer experiences through empathetic service and innovative problem-solving. Adept at working collaboratively in remote enviroment, eager to contribute to Cetaris mission of empowering users with your leading-edge asset management solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Advisor II
Concentrix-Work from Home
10.2021 - Current
- Deliver superior customer service on every call while ensuring a tailored experience for our customers
- Conduct comprehensive case reviews and quality assurance checks on agent submissions to ensure accuracy and completeness of information before escalating a case
- Provide expert troubleshooting techniques for complex issues related to our proprietary technology products, mobile application and website
- Educate customers on our tech products and services through clear and empathetic communication
- Drive continuous improvement by identifying trends in customer issues and recommending enhancements to product and service offerings.
Assembler/ EOL Inspector
Linamar
Windsor, ON
03.2020 - 02.2021
- Performed duties related to assembling components, operations, preventive maintenance, inspecting parts, and casting cylinders according to quality standards and instructions
- Assisted in updating the quality control records on the system.
General Manager
Pizza Hut
Sudbury, ON
09.2017 - 09.2019
- Ensured operational excellence to maximize profitability, managed cost controls, and achieved established business growth and marketing objectives
- Hired, trained, and developed a team of 3-10 individuals to deliver standardized services to customers
- Strived for continuous improvement on the service standard, product quality, and customer satisfaction
- Responded to guest complaints and resolved them by our internal guidelines ensuring that the guest will return satisfied
- Experienced and proficient in the use of computer technology, POS systems, Microsoft Office programs, etc.
Education
Computer Systems Technician - Software Support - Information Technology
Mohawk College
Hamilton, ON04.2024
Associate of Arts - Graphic Design
CEDAC- Centro De Diseño Arquitectura, Construccion
Honduras01-2016
Skills
- JavaScript
- Python
- C#
- PHP/HTML/CSS
- WordPress
- Web Design
- Microsoft NET Framework
- Forms NET
- SQL
- MS Azure
- Technical Troubleshooting
- Adobe Ps, Ai, In
- Complaints Handling
- Customer Needs Assessment
- Online Chat Support
- User Training
- Documentation
- Problem-Solving
- Adaptability
- Empathic
Languages
Fluent, Native
Affiliations
- You will find me either enjoying a good cup of coffee or chasing golden hours as I enjoy taking photos when I have time.
Accomplishments
- Promoted from Shift Manager to General Manager during my Pizza Hut tenure. Due to commitment, dedication to the my workplace.
- Promoted to the Back Office Team in Concentrix due to constantly meeting KPIs, pro actively providing support to other team members via chat support and problem solving skills.
Certification
- Working towards AZ900 Fundamentals Certification - April 2024
- Coursera Google IT Certificate March - May 2022
Languages
English
Full Professional
Spanish
Native/ Bilingual
French
Elementary
Timeline
Advisor II
Concentrix-Work from Home
10.2021 - Current
Assembler/ EOL Inspector
Linamar
03.2020 - 02.2021
General Manager
Pizza Hut
09.2017 - 09.2019
Computer Systems Technician - Software Support - Information Technology
Mohawk College
Associate of Arts - Graphic Design
CEDAC- Centro De Diseño Arquitectura, Construccion
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