Ricardo Abdel Castillo Maxwell
tech support agent
La Concepcion,4
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Foundever (SITEL)
01.2021 - Current
- Tech Support for BestBuy managing over 20 customer calls per day and responding to customer calls to provide remote tech support for computing equipment and services.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Investigated and resolved customer inquiries and complaints quickly.
English Teacher - Elementary
Ministry of Education - Various Schools
Bocas Del Toro, 1
03.2013 - 12.2019
- Elementary English Teacher
- Developed innovative lesson plans to engage students in English language learning
- Prepared and implemented lesson plans covering required course topics.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Supported student skill development in alignment with personal and academic goals.
Technical support agent
Dell
01.2016
- To provide tech support to employees of MasterCard campaign.
- Fielded average of 30 inbound phone calls to deliver support and remotely resolve service issues.
- Resolved 30+ technical support inquiries per day.
Education
Elementary -
Colegio Adventista De Changuinola/C.E.B.G. Guabito
Changuinola, 1Bachelor of Science with emphasis in Computer Science, High School -
Colegio Secundario De Guabito
Changuinola, 1BA in English - Technical diploma of English, University -
OTEIMA Technological University
David, 4Skills
Customer service
Advance computing knowledge
Active listening
Communication
Problem-solving
Working under pressure
Seminaries
- Basic AutoCad Seminar - Technological University
- XXVII Annual Congress 2013 - Panamá TESOL
- Leadirship Development For Global Education Program 2014 - Peace Corps
- VIII English Teacher National Congress 2014 - Ministry of Education
- Back To The Basics 2015 - Gabriel Lewis Galindo Fundation
- TPRS(Teaching Profiency Through Reading and Storytelling) 2015 - Psycho Tools Inc.
Personal Information
- Date of Birth: 04/23/91
- Nationality: Panamanian
References
- Lic. Nelson Martínez, 6537-3953
- Lic. Gloria Gonzalez, 6582-7536
Timeline
Customer Service Agent
Foundever (SITEL)
01.2021 - Current
Technical support agent
Dell
01.2016
English Teacher - Elementary
Ministry of Education - Various Schools
03.2013 - 12.2019
Elementary -
Colegio Adventista De Changuinola/C.E.B.G. Guabito
Bachelor of Science with emphasis in Computer Science, High School -
Colegio Secundario De Guabito
BA in English - Technical diploma of English, University -
OTEIMA Technological University
Similar Profiles
Carlos MartisCarlos Martis
Playstation Support Specialist at Foundever/Sitel - Playstation ProjectPlaystation Support Specialist at Foundever/Sitel - Playstation Project
Nayely SeguraNayely Segura
Technical support representative at Foundever (Sitel)Technical support representative at Foundever (Sitel)
Adriana CastilloAdriana Castillo
Quality Analyst at Foundever (Sitel)Quality Analyst at Foundever (Sitel)