Roberto Del Rosario Jimenez
Toronto,Canada
Summary
Dynamic graphic designer specializing in logo creation, marketing materials, and website design, dedicated to delivering exceptional business services to corporate clients. Combines technical proficiency with a keen creative eye and an understanding of current trends to produce outstanding results. Bilingual in Portuguese and English, enhancing customer service interactions and ensuring effective communication with diverse clientele. Proven track record in fostering a comfortable environment for callers while adeptly resolving various issues, showcasing strong multitasking and communication skills.
Overview
7
7
years of professional experience
Work History
Technical Support Analyst
Alphanumeric
Windsor, ON
09.2023 - Current
- Resolved technical issues for end-users, enhancing overall system functionality and user satisfaction.
- Provided in-depth troubleshooting support across hardware and software applications, improving resolution times.
- Collaborated with cross-functional teams to identify recurring issues and implement effective solutions.
- Managed escalated support cases, ensuring timely resolutions aligned with service level agreements.
- Mentored junior analysts in troubleshooting techniques and customer service best practices, fostering skill development.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
- Resolved complex technical issues for clients, enhancing overall system performance.
- Offered remote support for cloud-based and web-based clients via phone, email, and chat.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
Bilingual Customer Service Representative
TTEC
Toronto, ON
01.2023 - 08.2023
- Assisted customers in navigating through various web pages on the company's website during their purchase process.
- Ensured compliance with all applicable laws pertaining to customer privacy rights protection.
- Managed high volumes of emails from customers in both Portuguese and English.
- Used native tongue to negotiate and implement payment plans for customers past due or in collections.
- Identified opportunities for process improvement through feedback from customers.
- Referred unresolved customer grievances to designated departments for further investigation.
- Utilized problem-solving techniques to identify solutions for customer complaints.
- Answered incoming calls promptly, professionally greeting each caller.
- Utilized strong bilingual communication skills to successfully assist customers.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Customer Service Representative
Teleperformance
Lisbon, NA
02.2022 - 08.2022
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
- Referred unresolved customer grievances to designated departments for further investigation.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Provided exceptional customer service to ensure customer satisfaction.
- Analyzed customer feedback surveys to identify areas of improvement in the customer service department.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
Graphic Designer
NA (Freelancer)
Lisbon, NA
07.2018 - 11.2021
- Created logos, flyers, and other marketing materials.
- Developed multiple marketing materials, including brochures, flyers, and posters, to promote products or services.
- Determined size and arrangement of illustrative material and copy.
- Liaised closely with clients to determine needs and develop suitable designs.
- Analyzed customer feedback from previous campaigns to improve current designs accordingly.
- Organized various assets into folders for easy access when needed in future projects.
- Manipulated images for use on websites to promote company offerings online.
- Utilized typography skills to create attractive layouts that met client expectations.
- Used Adobe Creative Suite and Google Suite tools to synthesize, emphasize and clarify information for print and digital use.
- Discussed and determined layout design.
Customer Service Representative
Teleperformance
Lisbon, NA
10.2018 - 01.2020
- Referred unresolved customer grievances to designated departments for further investigation.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
Education
Diploma - Flight Attendant Course
OATC - Omni Aviation Training Center
02.2020
High School Diploma - undefined
Escola Secundária Luís Freitas Branco
08.2014
Skills
- CRM Systems
- Strong Telephone Etiquette
- High-Volume Environments
- Bilingual
- Call Center Operations
- Client Resolution
- Remote technical support
- Customer support
- Complaint resolution
- Technical troubleshooting
- Ticket management
LANGUAGES
English Native
Portuguese Native
Filipino Fluent
Timeline
Technical Support Analyst
Alphanumeric
09.2023 - Current
Bilingual Customer Service Representative
TTEC
01.2023 - 08.2023
Customer Service Representative
Teleperformance
02.2022 - 08.2022
Customer Service Representative
Teleperformance
10.2018 - 01.2020
Graphic Designer
NA (Freelancer)
07.2018 - 11.2021
High School Diploma - undefined
Escola Secundária Luís Freitas Branco
Diploma - Flight Attendant Course
OATC - Omni Aviation Training Center