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  • Johanny Itzel Estribi Marth

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    Yohanny Estribi
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    Johanny Estribi has over 8 years of experience in customer service and administrative roles. She is currently a Tech Support Agent at SITEL where she assists users with technical issues and performs tasks such as password resets and troubleshooting basic network issues. Previously, she was a Customer Care Associate and Team Lead at ALORICA where she managed a team of representatives, provided coaching, and identified opportunities to improve customer service procedures. She also has experience as an Administrative Assistant. Estribi is pursuing a Bachelor's Degree in Human Resources and has strong problem solving, communication, and time management skills.

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    Johanny Estribi has over 8 years of experience in customer service and administrative roles. She is currently a Tech Support Agent at SITEL where she assists users with technical issues and performs tasks such as password resets and troubleshooting basic network issues. Previously, she was a Customer Care Associate and Team Lead at ALORICA where she managed a team of representatives, provided coaching, and identified opportunities to improve customer service procedures. She also has experience as an Administrative Assistant. Estribi is pursuing a Bachelor's Degree in Human Resources and has strong problem solving, communication, and time management skills.

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    20 views2 pages

    Johanny Itzel Estribi Marth

    Uploaded by

    Yohanny Estribi
    Johanny Estribi has over 8 years of experience in customer service and administrative roles. She is currently a Tech Support Agent at SITEL where she assists users with technical issues and performs tasks such as password resets and troubleshooting basic network issues. Previously, she was a Customer Care Associate and Team Lead at ALORICA where she managed a team of representatives, provided coaching, and identified opportunities to improve customer service procedures. She also has experience as an Administrative Assistant. Estribi is pursuing a Bachelor's Degree in Human Resources and has strong problem solving, communication, and time management skills.

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    Johanny Estribi

    Marth
    EXPERIENCE +507 6497-9044 ● yohannyestribi@gmail.com
    Tech Support Agent Oct 2021-Present
    SITEL

    Assist users with their technical issues, help them with their request and inquiries.
    Provided customer remote support.
    Performed password resets.
    Troubleshooting of basic network issues.
    Schedule in home and in store appointment for customers.
    Assist customer for basic initials set ups and downloads.
    Worked accurately and confidently with service desk tools and technology, such as USD, LMI &
    NOVA
    Renew software subscription
    Install and troubleshoot basic software.

    Customer Care Associate / Team Lead April 2018 – Sep 2021


    ALORICA

    Managed a team of assigned customer service representatives and ensured they complied with
    company guidelines particularly related to quality of service

    Provided coaching and guidance for performance improvement and development; directs and oversees
    the training of new representatives.

    Attended and participated in professional group meeting; stays abreast of new trends and innovations
    in utility billing and customer service; directs and participates in the incorporation of new
    developments into program areas, as appropriate

    Monitored the day-to-day business-related activities in Salesforce to assure proper resolution to


    client’s inquiries

    Scheduled calls between agents and clients to follow up cases through Salesforce

    Prepared knowledge-based documents such as summaries and responses to frequently asked questions

    Identified opportunities to update or improve customer service procedures and makes


    recommendations to the improve our SOP
    Administrative Assistant Nov 2013 - June 2018
    AQUACAI ARTESIAN WATER

    Preparing, organising and storing information in paper and digital form.

    Dealing with queries on the phone and by email.

    Greeting visitors at reception.

    Managing diaries, scheduling meetings and booking rooms.

    Arranging travel and accommodation.

    Arranging post and deliveries.

    EDUCATION
    Universidad Cristiana de Panama | Bachelor Degree in Human Reasources Expected Dec. 2024

    Colegio Samuel | High School Diploma 2008

    SKILLS
    Problem Solving
    Design tools
    Customer Support
    Attention to detail
    Great communication skills
    Tech Savvy
    Time Management
    Team Management

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