Luis Herrera
EXPERIENCE
El salvador, Ahuachapán 503
70150665
luisgo1202@gmail.com
PROFESSIONAL
SUMMARY
Personable and dedicated
Customer Service Representative
with extensive experience in IT,
Trainer, Live Chat Specialist, Sales
BTB, BTC, Administrative fied
industry. Solid team player with
upbeat, positive attitude and
proven skills in establishing rapport
with clients. Motivated to maintain
customer satisfaction and
contribute to company success.
Specialising in quality, speed and
process optimisation. Articulate,
enthusiastic and results-orientated
with demonstrated passion for
building relationships, cultivating
partnerships and growing
businesses. On the other hand, I
was assigned to create syllabus to
teach the students the following:
how to install Operating systems,
(Windows, Linux, Servers), how to
provide the correct installation
either hardware or software, how to
apply the correct troubleshooting in
advance level for desktop and
laptop computers, how to give the
right maintenance to computers.
On the other hand, I was dealing
with customer service for over two
years and I was assigned in
LNR-Loyalty and Retention, Sales
Rep and technical department at
the same time.
February 2021 - September 2023
Customer Service Representative Telus
• Account: SHS-Smart Home, TBS-Telus Business Solutions
• Job profile: I dealt with calls in regards some scenarios such as
Billing issues, Sells, updating personal information on file from
customer, VAD, Disputing some extra charges in the SHS or MOB
services, Basic troubleshooting steps for Cameras and supplies as
well as plans for Mobility Personal accounts and regular-medium
• Performed well at quality assurance evaluations by continuously
actioning performance feedback to drive personal improvement.
• Monitored customer surveys and feedback to develop corrective
actions for service-related issues.
• Built rapport with customers through courteous and professional
communications.
• Assisted in fulfilment of customer orders placed in person, via email,
online and by telephone.
• Assisted customers with product-related questions, feedback and
complaints.
• Served as point of escalation for complex customer issues, capturing
timely resolution to drive client retention.
• Developed empathetic client relationships and earned reputation for
consistently exceeding sales goals.
• Maximised customer satisfaction by resolving service issues
promptly.
• Processed and issued product orders and service upgrades for
customers.
January 2014 - January 2020
Teacher of Science INTECOM
Achievements: Students learned how to ensemble and disable
computers how to install different operating systems how to update
hardware and software by using different tools to do it properly
• Developed and delivered innovative science curriculum,
incorporating lessons on new scientific theories and research.
• Managed pupil behaviour, applying appropriate and effective
measures in cases of misbehaviour.
• Planned and prepared high-quality lessons, engaging and motivating
students to maximise learning potential.
• Established positive and supportive relationships with parents and
caregivers to increase student learning.
• Managed daily tasks and workload of TAs, assigning responsibility to
assist underperforming students.
• Developed digital resources to help engage students through
interactive learning.
• Used behavioural redirection techniques to decrease classroom
incidents and disruptions.
• Set positive expectations for students' behaviour, establishing high
standard of discipline through well-focused teaching.
• Safeguarded laboratory equipment, verifying proper use, storage
and continued maintenance.
• Maintained reporting standards, recording student progress,
CORE QUALIFICATIONS
Logistical planning
•
• Customer needs analysis
Process optimisation
•
• Active listening
Stockroom procedures
•
• Remote dispatching
• Remote teamwork
• Quality Assurance (QA) controls
• Shipping and receiving
• Call centre experience
• Multi-tasking
• Customer data management
• Telephone enquiries specialist
• Team leadership
• Invoice processing
• Energetic work ethic
• Report generation
• Lead generation
• Live chat support
• Problem-solving
• Product organisation
• Public speaking
attendance and grades in alignment with regulations,
• Held meetings with students, providing helpful feedback on class
assignments and coursework.
• Increased knowledge continuously through attendance at webinars,
workshops and conventions.
• Built trusting and positive relationships with students by providing
attentive and helpful support.
May 2015 - September 2019
Professor CENTRO ESCOLAR CANTON LOS MAGUEYES
• The English Language in a school; I was also collaborating in my
social service full time at the Centro Escolar Cantón Los Magueyes-
Ahuachapán, as an English teacher for the first and second cycle of
basic education where I obtained more experience in the area of
• Created positive, productive university learning environments to
enhance student performance, achievement and experience.
• Contributed to compilation of publicity materials and attended
promotional events to encourage and grow new student admissions.
• Evaluated assessments and assignments to identify areas for
improvement and provide feedback to students and vocational
faculty.
• Supervised student dissertations and projects, field trips and
placements to gain insight into workplace and impart job experience.
• Responded to student enquiries and concerns to undertake action
and suggest alternative avenues of support.
• Prepared and adapted teaching materials including handouts,
booklets and assessment papers to foster and support learning
progress.
• Participated in outreach activities undertaken by department and
school to promote and develop links with industry and community
partners.
• Collaborated with academic colleagues to develop new courses,
incorporate curriculum changes and develop research activities.
• Planned and developed homework assignments based on lessons
taught and student development required.
• Selected innovative teaching methods to deliver course content.
• Worked independently and in collaboration with colleagues to submit
proposals and bids for funding and scholarships to enrich student
experience and education.
January 2019 - September 2019
Agent Teleservices. S. A de C. V-Part-time
• Account: DoorDash-Dx
• Job profile: Customer service: receive orders, confirm to consumers,
modify orders, modify wrong address, use of Google map, BTS for
cellphones, extra payment, enter orders in the system and Google
sheets, escalate missing weekly payments
• Achievements: To solve problems to customer successfully
EDUCATION
2023
Diploma of Higher Education | Languages
TranslaStart, Espain
• Academic Achievement Award in Translation from English to
Spanish and viceversa
2022
Bachelor of English Language
University of El Salvador, Santa Ana, SA

2022
IT support Network infrastructure engineering | IT
ITCA-FEPADE, San Salvador, SS

• Coursework in IT Essentials v. 7.0 by Cisco Networking Academy

• Coursework in office 365 as Admin
• Course work in Administrative assistance
• Course work in Microsoft office 2019 Desktop

2019
Foundation Degree in Science | Information technology
FUNDAGEO, San Salvador, SS

• Coursework in Hardware and Software, IT, LANs

• Tecnhician Academic Achievement Award

2014
A-Levels | English Language
Cambridge English Academy , San Salvador, SS
Academic Achievement Award for English language at Advanced
Level

2013
General Bachelor
Alejandro de Humboldt National Institute-INAH

LANGUAGES
English: First Language
English: C2 French: B2

Proficient Upper Intermediate

Spanish: C2

Proficient