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Diego Parada
Ciudad De La Costa, Canelones
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
SHS Associate
Sabre
03.2021 - 03.2022
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Daily operations included rate mappings, tax updates and procedural inquiries.
- Mediated between customers and main distribution channels such as Booking.com, Expedia, etc.
Project Manager
Inetsat
12.2020 - 02.2021
- Maintained clear communication with precise
technical writing to document and inform critical
processes. - Facilitated communication between internal
personnel and vendors for project cohesion. - Updated customers and senior leaders on
progress and roadblocks.
SHS Contributor
Sabre
02.2017 - 06.2020
- Surpassed performance goals by approaching
interactions with resourcefulness, organization
and customer-centric solutions. - Addressed customer complaints and mitigated
dissatisfaction by employing timely and on-point
solutions when handling escalations. - Fostered communication across teams to acquire
more knowledge and different insights.
Technical Support Agent
Tata Consultancy Services
08.2015 - 11.2016
- Collaborated with vendors to locate replacement
components and resolve advanced problems. - Resolved issues with systems, hardware and
telephones quickly and accurately. - Documented support interactions for future
reference. - Explained technical information in clear terms to
promote better understanding for non-technical
users. - Submitted service tickets for equipment
maintenance requests. - Fielded average of 45 inbound phone calls to
deliver support and remotely resolve service
issues. - Patiently walked individuals through basic
troubleshooting tasks.
English Teacher
Baker Street Institute
05.2014 - 12.2014
- Prepared and implemented lesson plans covering
required course topics. - Administered assessments and standardized tests
to evaluate student progress. - Cultivated relationships with parents for
complete support network. - Utilized multimedia strategies and technology to
convey information in fresh and interesting ways.
Product Support Analyst
Sabre
05.2013 - 03.2014
- Troubleshot and tested client-reported product
defects and liaised with quality assurance for
deployment of fixes. - Broke down and evaluated user problems, using test scripts, personal expertise and probing
questions. - Identified, triaged and escalated issues to
internal personnel along with clear outline of
problems and technical detail. - Documented customer interactions and
performed troubleshooting in customer
relationship management software and case
management modules. - Followed up with clients to verify optimal
customer satisfaction following support
engagement and problem resolution.
Administrative Assistant
Baker Street Institute
01.2011 - 12.2011
- Carried out day-to-day duties accurately and
efficiently. - Prepared variety of different written
communications, reports and documents. - Greeted customers with smile and provided
friendly, knowledgeable service. - Maintained secure cash drawers, promptly
resolving discrepancies in daily totals.
Education
Certified Tech Developer - Computer Science And Programming
Digital House - UTEC
05.2022 - Current
Diploma in Tesol & YLs - English Education
Chichester College
03.2021 - 12.2021
Copy Editor - Linguistics
Udelar
06.2021 - 12.2021
Day Trading - Economics
MVD Academy
03.2019 - 12.2019
Bachelor of Science - Language Interpretation And Translation
Udelar
03.2012 - 12.2015
Certificate of Proficiency English -
Cambridge University
03.2010 - 12.2011
ESOL Grade 10 -
Trinity College London
03.2010 - 12.2010
Skills
Self-Motivated
Timeline
Certified Tech Developer - Computer Science And Programming
Digital House - UTEC
05.2022 - Current
Copy Editor - Linguistics
Udelar
06.2021 - 12.2021
SHS Associate
Sabre
03.2021 - 03.2022
Diploma in Tesol & YLs - English Education
Chichester College
03.2021 - 12.2021
Project Manager
Inetsat
12.2020 - 02.2021
Day Trading - Economics
MVD Academy
03.2019 - 12.2019
SHS Contributor
Sabre
02.2017 - 06.2020
Technical Support Agent
Tata Consultancy Services
08.2015 - 11.2016
English Teacher
Baker Street Institute
05.2014 - 12.2014
Product Support Analyst
Sabre
05.2013 - 03.2014
Bachelor of Science - Language Interpretation And Translation
Udelar
03.2012 - 12.2015
Administrative Assistant
Baker Street Institute
01.2011 - 12.2011
Certificate of Proficiency English -
Cambridge University
03.2010 - 12.2011
ESOL Grade 10 -
Trinity College London
03.2010 - 12.2010
Software
CSS
Git/Github
Asana
Trello
Slack
Salesforce CRM
Siebel CRM
Sabre GDS
Microsoft Office
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