ADV Costa Rica

As a customer service expert, I bring a wealth of experience in hotel management, technical engineering support, and technical management to the table. My focus has always been on providing exceptional customer service in the hospitality industry. I take great pride in my ability to ensure every guest feels valued and cared for during their stay. Whether it's handling inquiries with grace or swiftly resolving technical issues, I am committed to going above and beyond to exceed expectations. My empathy, attentiveness, and problem-solving skills allow me to create a seamless and unforgettable experience for every guest. Making guests happy is my passion, and I thrive on making their stay as enjoyable as possible.

With over a decade of diverse work experience, I have honed my skills as a customer service expert, excelling in various roles within the hospitality and technical support sectors. At Microsoft Corporation, I served as a Level 3 Support Engineer for the User Experience team, handling a broad range of complex issues. My dedication and outstanding performance led to my promotion to the Justice team, providing specialized support to high-value clients. I received accolades as a Customer Hero, consistently earning five-star survey ratings and exceptional case closure rates. My expertise in MSI and WMI earned me the title of Subject Matter Expert (SME), handling the most complex cases and escalations. Prior to that, I demonstrated strong leadership as a Manager at Riverside Aparthotel, effectively managing a 10-unit apartment/hotel and implementing strategies to boost sales and customer satisfaction. My role as a Technical Support Manager at Cisco TAC allowed me to lead a team supporting server virtualization and WAN access. I achieved recognition as a "Sykes Caring Leader" and fostered a customer-centric environment, resulting in zero customer dissatisfaction during my tenure. Additionally, as a VoIP Engineer at Cisco TAC, I received the Cisco TAC Champ award for excellence in customer satisfaction and quality. My customer-focused mindset extends beyond the tech industry, as I also managed Vialinx S.A.'s customer service and sales efforts, consistently achieving top sales and customer satisfaction rankings. At Vida Tropical Bed and Breakfast, I successfully managed daily operations and implemented CRM solutions to streamline reservations. My dedication to customer service resulted in high guest satisfaction ratings. Furthermore, as a manager at Solo Bueno San Ramón, I adeptly handled inventory, marketing, and sales, employing a cost-effective digital marketing strategy to drive organic customer acquisition. Throughout my career, I have demonstrated a strong commitment to customer service excellence, fostering positive relationships, and achieving exceptional results across various industries.

The educational background of the individual is diverse and includes certifications and workshops from various institutions and programs. They obtained a Certification in Customer Service from Eharmony.com in 2009. In 2010, they earned an Operator of Computers Certification from IPEC Maria Pacheco. The individual also holds a Cisco Certified Network Associate (CCNA) certification from ULatina, which was completed in 2013. In 2014, they attended the Kepner-Tregoe Analytic Troubleshooting Workshop provided by Cisco. In 2016, they participated in the SYKES Leadership Evaluation and Advancement Program, earning a Team Manager certification. Additionally, in 2022, the individual attended multiple EXPHORE seminars, gaining knowledge in Hotel Trends, Marketing Strategies for Hospitality Businesses, and addressing Administrative and Accounting Challenges for Restaurants. Lastly, they completed a Content Creation training focused on writing for social media in the hotel industry. Their educational journey reflects a commitment to continuous learning and staying up-to-date with the latest trends and practices in various fields.