Summary
Overview
Work History
Education
Skills
Objective
References
Timeline
Generic

Jackelyn Gaitán Ramos

Bayamón,PR

Summary

Dynamic professional with extensive experience in customer service and technical support, notably with Centennial. Excelled in retention by offering tailored solutions, significantly enhancing customer satisfaction. Proficient in bilingual communication and adept in MS Office and Salesforce app management. Demonstrates strong problem-solving abilities and a commitment to excellence in service delivery.

Overview

22
22
years of professional experience

Work History

Customer Service Representative

Liberty
05.2011 - 02.2025
  • Sales: cellular, tablets, smart watches & accessories, fixed services (internet, tv and home phone).
  • Billing, Retention and Technical assistance for wireless services, devices and applications support.
  • Data and voice activation services.

Wireless Technical Support Specialist

Centennial
10.2007 - 04.2011
  • Technical assistance for wireless services (Level II).
  • Installing and configurations wireless networks.
  • Manual programming (cellular, voicemail, internet and e-mail).
  • Reporting and technical follow up of voice and data outages using of SharePoint.
  • Technical assistance guides lines drafting.
  • Validating and approving number portability.

Retention Specialist

Centennial
03.2007 - 09.2007
  • Achieved retention offering appealing options to retain customers interested in canceling their wireless services.
  • Sales of cellular and wireless access services.
  • Mail orders processing and follow up.

Dial up / DSL Specialist

Coqui Net
12.2002 - 01.2006
  • Configure email and Dial up connections.
  • Configure and support DSL service.

Education

Bachelor of Science - Computer Science

University of Puerto Rico
Arecibo, Puerto Rico
06-2002

Skills

  • Project Management: Collaborate on pilot projects to reach company goals
  • Training and Development: Phone Etiquette, Customer Satisfaction, Retention, Wireless Portability, Tech Support, Collections & Credit Seeker, Home services
  • Communication skills: Fluent in English and Spanish
  • Application skills: MS Office (Word, PowerPoint, Publisher, Excel, Outlook), Internet Management, FTP, Windows & Mac OS, Salesforce app Management

Objective

My objective is to obtain a position where my skills and knowledge could be potentially utilized at your team.

References

Pedro Rivera 787-717-0047 Contact Center Manager

Blanca Ortiz 407-222-6139 Contract Administrator

Timeline

Customer Service Representative

Liberty
05.2011 - 02.2025

Wireless Technical Support Specialist

Centennial
10.2007 - 04.2011

Retention Specialist

Centennial
03.2007 - 09.2007

Dial up / DSL Specialist

Coqui Net
12.2002 - 01.2006

Bachelor of Science - Computer Science

University of Puerto Rico
Jackelyn Gaitán Ramos