Susan Rebeca Rosales Rodriguez

"Con una sólida trayectoria de 10 años en soporte técnico y servicio al cliente, he perfeccionado mi habilidad para ofrecer soluciones efectivas y una atención excepcional. Apasionada por ayudar a los usuarios a resolver sus problemas tecnológicos, me destaco por mi capacidad para comunicar conceptos complejos de manera clara y amigable. Busco constantemente mejorar la experiencia del cliente, brindando asistencia técnica confiable y estableciendo relaciones sólidas basadas en la confianza y la satisfacción."

PROFESSIONAL EXPERIENCE
2011– 2013     January 24th, 2011 - June 30th, 2013.
                               Name of the company: Teletech Customer Care Management.
Name of job position: Customer Service Representative.
Handled incoming calls responding to inquiries, resolving problems and 
Correcting errors.  For Vodafone/ Spain network.
                  Achievements:
                Recognized as "#1 Customer Service Rep"   July 2011.
                                             Recognized as "#1 Customer Service Rep “September 2012.

2013– 2014      July 26th, 2013-   February   04th, 2014.
                                                Name of the company: ITS /Instituto de la Info Comunicacion.
 Name of job position: Customer Service Representative
                                                Experience providing customer support for the ICE 1193 and 1115                              
2015– 2017      January 26th, 2015, December 20th, 2017.
                                           Name of the company Concentrix
                                           Name of job position: Customer Service Representative
                                           Experience providing customer Tech support for Apple devices.                         
        
                                           with IOS System. 
                                          
                                           Senior Tier 2 Supervisor.

2018– 2019     August 06th 2018 –April 30th, 2019.
                                            Name of the company APL Logistics
                                            Name of job: Back-office customer representative
                                            Responsible for providing customer service, such status of shipments,  

    2019– today       September 03rd 2019 –Today. 
              Name of the company Sykes/Sitel/Foundever

             Name of job:  High Touch Technical & Support Representative for the Cisco Tac Access Account.
              Responsible for providing technical support, in calls and emails for VIP customers.
 

Education
 
November 2009                  High school degree
 January     2011                Specialist in Telecommunications and Networking      
                                             University Politécnico International  

LANGUAGES
University Politécnico International     English level B2   January   2011 
English language management: Between 85% oral and written level
                                              With an emphasis on oral communication.
                                              Knowledge acquired at the University Politécnico Internacional  
                                              Level B2 According to the categorization of the Common European Framework.
                                              Sykes Academy English Program completed June 2018.

TECHNICAL SKILLS AND PERSONAL 
Avaya IP Agent and Microsoft Office Microsoft Word, Power Point, Excel.
Knowledge Telecommunications equipment Networks.

APIs basic Knowledge.
Linux basic Knowledge.

Cisco Modules (CCNAv7: Module #1 Introduction to Networks, Module#2 Switching, Routing & Wireless Essentials, Module #3 Enterprise Networking, Security & Automation). Status: Approved /complete.

Course Information: Preparation for the CCNA Certification. Status: Approved /complete.
Course Information: Cloud Essentials. Status: Approved /complete.

Course Information: Cloud Infrastructure 1 (AWS Practitioner). Status: Approved /complete.
Course information:  Kubernetes. Status: Coursing.

Training computer support devices OS X, TVOS, watch OS management, technical steps, knowledge and features of Apple TV devices, airport, Apple Watch, mac computers. Concentrix 
August 2016. * Training Technical Support iOS technological devices: management, technical steps, knowledge and characteristics of the iPod, iPad, iPhone. Concentrix, in February 2015.