Gerson Castro
Customer Service, Tech Support, Sales
Santa Ana
Summary
Highly professional and committed individual, always striving to deliver top-quality service. Motivated and eager to learn new things every day to enhance my skills and knowledge.
5 years of experience in customer service, sales and tech support, with a proven track record at Speridian Technologies, Teleperformance, Telus International, enhancing customer satisfaction through effective problem resolution and efficient call handling. Skilled in CRM software and active listening, I excel in identifying cross-selling opportunities, driving revenue growth while maintaining professionalism in high-pressure situations.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Service, Sales Representative
Speridian Technologies
10.2023 - 03.2025
- Delivered information and troubleshooting solutions to resolve customer concerns.
- Maintained a high level of professionalism and efficiency in every interaction
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Coordinated with sales team to identify cross-selling opportunities, enhancing overall revenue.
Technical Support Agent
Teleperformance
09.2021 - 08.2023
- Walked individuals through basic troubleshooting tasks.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Resolved complex technical issues for better client experience and smoother operations.
Customer Service Representative
Telus International
07.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
High School Diploma -
Centro Escolar Insa
Santa Ana, El Salvador 05.2001 -
Bachelor of Science - Engineering
Universidad Don Bosco
Soyapango, El Salvador 01.2024 - Current
Skills
Call center experience
CRM software
Microsoft Office Suite
Data Entry
Multitasking and organization
Teamwork and collaboration
Adaptability
Customer service
Active listening
Timeline
Bachelor of Science - Engineering
Universidad Don Bosco
01.2024 - Current
Customer Service, Sales Representative
Speridian Technologies
10.2023 - 03.2025
Technical Support Agent
Teleperformance
09.2021 - 08.2023
Customer Service Representative
Telus International
07.2019 - 06.2021
High School Diploma -
Centro Escolar Insa
05.2001 -
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