Luiggi Mera
Santo Domingo
Summary
Talented Technical Support Specialist with gift for understanding needs of both B2B and B2C users. Skilled in troubleshooting and Proven skills for Website Software Testing with ability to Design and Execute test cases, prevent and find bugs.
Experience working as a Tech Support and Functional Tester.
Overview
11
11
years of professional experience
10
10
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Technical Support Analyst
THRYV
02.2023 - Current
- Provide technical system solutions by receiving, responding to, and independently solving tickets. Took ownership by exceeding expectations and seeing each ticket through to completion.
- Identified problem-solvers (internal peers and external vendors) and facilitated ongoing strategy sessions to design and prioritize solutions for product issues spanning from general functionality to order fulfillment.
- Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
- Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
Product Support
NEWTECH S.R.L.
03.2022 - 03.2023
- Functional Testing, Exploratory Testing, Experience creating and executing manual testing, Bug Tracking & Reports, Educate clients about how to use our website and their advantages properly, Ensure the commerce flow works correctly on the website, Meet with the clients when needed to explain how to properly use our website to fulfill purchases, upgrades, how to take advantage of our website services and any question that may arise.
Customer Service Advisor
NS Outsourcing
08.2021 - 12.2021
- Assist patients scheduling appointments and provide general information about their appointments.
Customer Service Advisor / Tech Support App
Concentrix
02.2018 - 07.2021
- Assist customer with banking inquiries, inform customers about the best practices to manage their bank accounts, Respond to customer needs through competent customer service and prompt problem-solving skills, Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Customer Service Representative
ERC
10.2016 - 11.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Representative
Convergys
02.2014 - 07.2016
- Evaluate customer information to explore issues, develop potential solutions and maintain high-quality service.
Education
Bachelor of Science - Software Engineering
UNICARIBE
Santo Domingo, Dominican Republic 05.2001 -
Associate Degree in Software Development -
Institute Las Americas of Technology (ITLA)
01.2019 - 05.2022
Teaching Knowledge Test (TKT) BAND 2 - undefined
APEC
10.2018 - 05.2019
Digital Communication - undefined
Institute Las Americas of Technology (ITLA)
10.2015 - 05.2015
English as a Second Language - undefined
Institute las Americas of Technology (ITLA)
01.2011 - 05.2013
High School - undefined
Instituto Politecnico Cardenal Sancha
08.2006 - 05.2010
Skills
JIRA Azure DevOps
Blackbox Testing
Functional Testing
Quality Assurance
Selenium IDE Test Rail
Scrum MethodologyHTML CSS Bootstrap
WordpressGit/GithubJavascriptPHPSQL KnowledgeRemote Technical Support
LinkedIn Profile
HTTPS://WWW.LINKEDIN.COM/IN/LUIGGI-MERA-782926211/
Certification
Jira Fundamentals | Atlassian
Timeline
ISTQB Certified Tester Foundation Level (CTFL) |UDEMY
01-2024
Technical Support Analyst
THRYV
02.2023 - Current
Jira Fundamentals | Atlassian
09-2022
Scrum Foundation Professional Certificate (SFPC) - (English) | Certiprof
06-2022
Product Support
NEWTECH S.R.L.
03.2022 - 03.2023
Customer Service Advisor
NS Outsourcing
08.2021 - 12.2021
Associate Degree in Software Development -
Institute Las Americas of Technology (ITLA)
01.2019 - 05.2022
Teaching Knowledge Test (TKT) BAND 2 - undefined
APEC
10.2018 - 05.2019
Customer Service Advisor / Tech Support App
Concentrix
02.2018 - 07.2021
Customer Service Representative
ERC
10.2016 - 11.2017
Digital Communication - undefined
Institute Las Americas of Technology (ITLA)
10.2015 - 05.2015
Customer Service Representative
Convergys
02.2014 - 07.2016
English as a Second Language - undefined
Institute las Americas of Technology (ITLA)
01.2011 - 05.2013
High School - undefined
Instituto Politecnico Cardenal Sancha
08.2006 - 05.2010
Bachelor of Science - Software Engineering
UNICARIBE
05.2001 -