Alan Paulino
Santo Domingo
Summary
Results-oriented Customer Service Representative with strong expertise in technical support and account management across multiple channels. Skilled in resolving complex billing issues and enhancing service quality through collaboration with cross-functional teams. Manages high-volume workflows while ensuring precise documentation and accuracy.
Overview
3
3
Languages
2
2
years of professional experience
Work History
Customer Support & Success Specialist
Thryv Dominicana
02.2025 - Current
- Provide expert technical assistance to customers, guiding them through software management, account setups, and troubleshooting to maximize user adoption and satisfaction.
- Address and resolve high-volume customer inquiries promptly via phone and email communications; successfully manage end-to-end case escalation for complex technical issues.
- Support and mentor fellow Support Specialists by answering platform questions and sharing knowledge to foster a collaborative, high-performing team environment.
- Maintain meticulous records of customer interactions, system issues, and resolutions within CRM tools to improve data integrity and overall service quality.
Customer Service Representative
Hire Horatio RD
02.2024 - 01.2025
- Delivered exceptional multi-channel support (Email and SMS Live Chat) to loyalty program members, resolving inquiries regarding rent payments, rewards, and credit card transactions.
- Assisted users with payment setup and complex account troubleshooting while educating members on loyalty program benefits and policies to enhance user experience.
- Exceeded key performance indicators (KPIs) and productivity targets in fast-paced, high-volume environment, contributing to overall team success.
- Collaborated with internal teams to expedite resolution of complex member issues, upholding compliance with company procedures and security policies.
Education
Computer Science Technician -
Instituto Politécnico Industrial De Santiago
Santiago De Los CaballerosSkills
- Customer Support Platforms: Salesforce, Zendesk, AWS, Gorgias
- Productivity & Tech Suites: Google Suite (Gmail, Docs, Sheets, Slides), Microsoft Office (Word, Excel, PowerPoint)
- Technical Skills: Account Troubleshooting, Data Entry, System Processes, Documentation Accuracy
- Soft Skills: Problem-Solving, Critical Thinking, Time Management, Multitasking, Cross-Team Collaboration
Languages
Spanish
Native
Native
English
Advanced (C1)
C1
Portuguese
Beginner (A1)
A1
Timeline
Customer Support & Success Specialist
Thryv Dominicana
02.2025 - Current
Customer Service Representative
Hire Horatio RD
02.2024 - 01.2025
Computer Science Technician -
Instituto Politécnico Industrial De Santiago