Cesar Castellanos

CESAR CASTELLANOS CUSTOMER SERVICE CONTACT PROFILE - Dedicated and proactive customer service representative with 5+ years’ experience in delivering exceptional service and support. Proven ability to handle inquiries and issues with professionalism and efficiency. Adept at using various tools and platforms for customer service. Known for a positive attitude and a commitment to enhancing the customer experience. - SKILLS EXPERIENCE Computer & Internet Office Gurus\Mood Media IT Helpdesk Interpersonal Bilingual Honest & Reliable Ability to work independently Flexible and adaptable Customer service Graphic Design EDUCATION Sacred Hear Junior College- Associates Degree in General Business Mopan Technical High School- Diploma 2021- Currently My primary responsibilities revolve around user account management, technical support, and service desk operations. I play a crucial role in maintaining secure and efficient access for all users, addressing their technical inquiries, and facilitating smooth transitions for employees. My key duties include: • Password Resets: Promptly and securely resetting passwords for email accounts and VPN access, ensuring uninterrupted user connectivity and data security. • Ticket Management: Managing and resolving technical support requests submitted through Jira, ensuring timely and effective solutions for user issues. This involves clear communication and documentation within the ticketing system. • Front-line Support: Serving as a primary point of contact for technical inquiries via phone, providing immediate assistance and escalating complex issues to the appropriate teams when necessary. • User Lifecycle Management: Overseeing the onboarding and offboarding processes for users. This includes provisioning new accounts, setting up necessary access and resources for new hires, and securely deactivating accounts and revoking access for departing employees. My work directly contributes to maintaining a high level of operational efficiency and user satisfaction within the organization. Belize Social Security Clerk- -Directed incoming calls to internal personnel and departments. - Organized and managed school records, student’s documentation who are in the scholarship program - Assisted in putting together flyers for social media, advertising and informational purposes. Benque Viejo Free Zone Clerk- -Responsible for inputting entries in the Asycuda system -Inspecting containers entering the Benque Free zone - Responsible for collection and accounting of monies for the Benque Free Zone Tropigas Customer Service Representative- -Handled inbound customer calls -Provide accurate information about products -Collaborate with other departments to address customer concerns -Follow up with customers to ensure satisfaction and gather feedback -Maintain a high level of product knowledge and stay updated on new offerings. REFERENCE ____________ Edson Mengibar-