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 Rico06-2002
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
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