Bryan Arguedas

BRAYAN V.- Remote Professional Summary Customer-centric professional with 9+ years of experience in customer support, operations, and executive coordination. I am skilled in issue resolution, client engagement, and cross-functional collaboration to drive customer satisfaction and retention. Proven ability to manage complex inquiries, deliver technical support, and proactively improve customer experience. Strong communicator with a track record of building relationships, optimizing internal processes, and aligning services with client goals. Proficient in Microsoft Office and experienced in managing reports, escalations, and customer-facing communications. ❖ Professional Experience ➢ Technical Support Representative Granicus, San Jose Costa Rica. | May 2024 - June 2025 - Respond to Customer Inquiries Answer questions via email, chat, or phone. Provide quick, clear, and professional responses. Troubleshoot Technical Issues Identify the root cause of problems users are experiencing. Walk users through step-by-step solutions. Replicate issues when possible to understand them better. Use Support Tools & Systems Log tickets in helpdesk software (e.g., SF, Zendesk, Freshdesk). Use internal dashboards or admin tools to investigate and resolve issues. Check logs, databases, or system reports if needed. Escalate Complex Issues Identify when an issue requires help from a higher-level team (e.g., engineers). Provide clear documentation when escalating to make their job easier. Create or update internal knowledge base articles. Record known bugs or workarounds for team use. Provide Product Guidance Help customers understand how to use the product effectively. Offer tips, best practices, or training resources. Check in on unresolved issues or previous tickets. Make sure the customer is satisfied and everything is working. Test Features or Bugs Test new product features to understand how they work. Try to reproduce bugs reported by users. Give Feedback to Product/Dev Teams Share patterns or repeated issues customers are reporting. Suggest improvements or features based on user feedback. Stay Up to Date Attend team meetings or product training sessions. Read product updates, release notes, or internal announcements ➢ EXECUTIVE ASSISTANT Economy Rent a Car. Alajuela, Costa Rica. | Nov 2020 - Dic 2023 - Answer and direct phone calls Organize and schedule meetings and appointments Maintain contact lists Produce and distribute correspondence memos, letters, faxes and forms. Assist in the preparation of regularly scheduled reports Develop and maintain a filing system Book travel arrangements Submit and reconcile expense reports Administrative Assistant requirements and qualifications Proven admin or assistant experience Excellent time management skills and ability to multi-task and prioritize work Attention to detail and problem-solving skills Excellent written and verbal communication skills Proficiency in MS Office ➢ FLEET COORDINATOR ECONOMY RENT A CAR Economy Rent a Car. Alajuela, Costa Rica | Feb 2018 - Nov 2020 - Schedule and coordinate regular maintenance for the rental vehicles. Work with maintenance staff or external service providers to ensure timely inspections, repairs, and routine servicing. Conduct pre-rental and post-rental inspections to assess the condition of vehicles. Ensure that all vehicles meet company standards for cleanliness before being rented. Monitor and manage the inventory of rental vehicles. Keep track of vehicle availability, both in terms of the total fleet and specific vehicle types. Collaborate with rental agents to coordinate the pickup and drop-off of vehicles. Allocate vehicles based on reservations and demand. Coordinate refueling processes to ensure that vehicles are ready for the next rental. Maintain accurate records of each vehicle's maintenance history, inspections, and repairs. Keep detailed records of any incidents or damages reported by customers. Generate reports on fleet performance, maintenance costs, and other relevant metrics. Provide regular updates to management on the status of the fleet. Ensure that all vehicles comply with local regulations and safety standards. Keep up-to-date with any changes in laws or regulations related to rental vehicles. Liaise with suppliers and vendors for vehicle parts, maintenance services, and other fleet-related needs. Negotiate and manage contracts with external service providers. Develop and implement procedures for handling breakdowns, accidents, or other emergencies involving rental vehicles. Coordinate the response to incidents and ensure the swift resolution of issues. Provide training and guidance to rental agents on fleet-related procedures. Ensure that staff members are aware of proper vehicle handling and maintenance protocols. ➢ COSTUMER TECHNICAL SUPPORT Economy Rent a Car. Alajuela, Costa Rica | 2014 - Dic 2018 - Providing first-line support to customers via phone, email, or chat. Troubleshooting technical issues and resolving them promptly. Documenting customer interactions and solutions in a ticketing system. Escalating complex issues to Tier 2 or Tier 3 support when necessary. Assisting customers with basic setup, configuration, and usage of products or services. Maintaining a positive and professional attitude during all customer interactions. Continuously updating knowledge of products, services, and troubleshooting techniques. - Following up with customers to ensure their issues are resolved satisfactorily. Explain and ensure understanding of rental terms and conditions. Address and resolve customer complaints, concerns, or issues in a timely and effective manner. Collaborate with other departments to resolve complex problems. Stay informed about the company's fleet of vehicles, services, and any promotions. Provide information on insurance options and additional services. Communicate with other team members, including rental agents, managers, and maintenance staff. Keep customers informed about any changes or delays related to their rental. Suggest and promote additional services, upgrades, or special offers to enhance the customer experience. Meet or exceed sales targets through effective upselling. Maintain accurate and organized records of customer interactions, reservations, and transactions. Prepare reports as required by management. Ensure compliance with company policies and procedures. Verify customer identification and eligibility for rental services. ➢ COMPETITIVE SKILLS LANGUAGES - English (Avanzado, lived 7 years in native country) | Nivel avanzado Español | Nativo ➢ TECHNICAL SKILLS - Microsoft: Excel, Word, PowerPoint, Power BI (Intermedio, 2 years) Data Analyst: Alteryx, Google Analitics, Python, SQL, Java, Http, Https, HTML, CSS. Salesforce, Jira, Confluence, Wrike, TalkDesk ➢ EDUCATION HIGH SCHOOL DIPLOMA / Blake High School. Tampa, Florida | 2005 – 2009 ➢ Competitive Skills - Quick Learner Fast adaptation to any work environment Team Work Attention to Detail Assertive Communication Critical Thinking Great Communication skills