Marcelo Araya Zúñiga

Customer service and Technical support 1

Currently I have a position in Customer Service completely in English to North American people through calls, I also provide level 1 technical support in which several skills stand out such as:

• probing questions
• Troubleshooting guidance
• Connections with CX
• Problem solutions
• Under pressure situations

Position Deputy Manager of Quality Assurance

I work to ensure that the different departments of the company work according to the stipulated procedures in order to provide the best service to our clients.

• On-site audits to the different departments
• Analysis of customer disagreements to develop the continuous improvement of the company
• Creation of department reports
• Creation of SOPs following the ISO 9001-2015 standard
• Analysis of yield graphs for decision making
• Staff training in the use of CRMS.
• In charge of conducting a DATA analysis meeting with the Head Directors and Department Head
• Creation of audiovisual and written materials for Training.

Maintenance Department Coordinator Position (Due to COVID season)

I work in coordinating the different Work Orders of the department with personnel in charge of 15 people.

• Coordinate the different Work Orders for the operators.
• Make applications for admission to residences.
• Follow-up to the non-conformities of the department.
• Creation of Purchase Orders and Requisitions.
• Monthly billing of the work done.
• Organization of special works for residences
• Processing of Invoices.

Hospitality Agent position

The main function is to follow up on clients from the first contact they have with the company to guarantee a very good quality service.

• Opening and closing Petty Cash
• Customer Service through Chats
• Tour Desk Service
• Button service
• Contact with Clients through Emails and Calls
• Tour guide around the town
• Delivery of the Report on the performance of the Agent in AVAYA
• Tracking Home Guest Requests
• Preparation of the night report for Briefing the following day
• Stay as Town manager during the PM turn
• Follow-up of non-conformities of the department
• Check Ins and Check Outs of the residences
• Preparation of Welcome Letters.

TRAINING

Monsignor Vittorino Girardi Stelling

2017

Flamingo Santa Cruz Guanacaste – Baccalaureate in Secondary Education.

Green Forest School

2012

Ciudad Quesada, San

Carlos, Alajuela, Certificate of Completion of Studies of the I and II Cycles of Basic General Education.

TRAINING

Acquired Courses

2017.Catholic Parauniversity Institute of Costa Rica- Technician in MSMEs- With a duration of 75 theoretical-practical hours.

2017.Catholic Parauniversity Institute of Costa Rica- Assistant Accounting Technician- With a duration of 101 theoretical-practical hours.