Ivan Aguilar Mari
Customer Support Specialist
Hull
Summary
Dedicated Customer Support Specialist with nearly a decade of experience in providing exceptional client service across various industries, including telecommunications, SaaS, and healthcare. Adept at managing customer inquiries, troubleshooting technical issues, and providing comprehensive support in remote environments. Proven ability to work with cross-functional teams, improve customer satisfaction, and contribute to process enhancements. Strong communicator with a passion for mental health and wellness, currently pursuing a BSc in Computing and IT. Eager to leverage my skills and experience to support the mission of Journey Clinical in transforming mental health treatment through psychedelic-assisted psychotherapy.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Technical Support Specialist
Concentrix
2022.10 - Current
- Delivered expert technical support, resolving customer issues with broadband, landline, and TV services.
- Managed high volumes of customer interactions, ensuring prompt and accurate resolution of technical issues.
- Collaborated with cross-functional teams to drive process improvements and enhance service delivery.
- Utilized CRM systems to track customer interactions and ensure follow-up on unresolved issues.
Founder & Translator
VipTranslationServices
2020.09 - 2022.10
- Managed client relationships, ensuring high levels of customer satisfaction and repeat business.
- Provided comprehensive translation services, utilizing industry-standard tools such as SmartCat and SDL Trados.
- Streamlined the translation process, improving efficiency and turnaround times.
Security Officer
G4S Secure Solutions
2017.07 - 2020.09
- Provided security services while maintaining a high standard of customer service.
- Trained new employees in security protocols and customer interaction techniques.
- Played a key role in reducing security incidents through vigilant monitoring and proactive response.
Response Officer
Key Security (UK) Ltd
2017.02 - 2017.07
- Conducted security patrols and managed incident reports, ensuring a safe environment.
- Responded to security incidents with professionalism and efficiency.
Home Care Assistant
Baylea Homecare
2016.10 - 2017.02
- Provided personalized care to residents, focusing on their physical and emotional well-being.
- Managed care plans and maintained detailed records to ensure quality care.
Support Worker
Balhousie Care Group
2014.05 - 2016.10
- Supported individuals in daily living activities, promoting independence and quality of life.
- Worked closely with residents to develop personalized care plans.
Education
CertHE Computing And IT - Computing And Information Technology
The Open University
Remote 2001.04 -
Networking Essentials - Computing And IT
Cisco Networking Academy
Remote 2020.02 - 2020.10
Skills
SaaS Support
Technical Troubleshooting
CRM Systems
Software Training
IT Support
Incident Management
Customer Service Excellence
Communication
Problem-Solving
Time Management
Team Collaboration
Remote Work Proficiency
Bilingual Communication
Process Improvement
Timeline
Technical Support Specialist
Concentrix
2022.10 - Current
Founder & Translator
VipTranslationServices
2020.09 - 2022.10
Networking Essentials - Computing And IT
Cisco Networking Academy
2020.02 - 2020.10
Security Officer
G4S Secure Solutions
2017.07 - 2020.09
Response Officer
Key Security (UK) Ltd
2017.02 - 2017.07
Home Care Assistant
Baylea Homecare
2016.10 - 2017.02
Support Worker
Balhousie Care Group
2014.05 - 2016.10
CertHE Computing And IT - Computing And Information Technology
The Open University
2001.04 -