Ariel Fragoso Ortega Technical| Customer Service and Applications Engineer

Customer Support Specialist

Aventus LLC

Nov 2024 - May 2025 (7 months)

- Delivered high-volume remote support (20+ customers/day) via phone, email, and ticketing systems, specializing in technical troubleshooting of Bluetooth connectivity, mobile apps, and Wi-Fi pairing. - Proficient in using platforms such as Zendesk to manage cases and ensure timely resolutions with a customer-first mindset. - Supported e-commerce operations by resolving technical issues on platforms like Shopify. - Identified and contributed to process improvements that enhanced team efficiency and reduced resolution time. - Collaborated cross-functionally in a fully remote environment, demonstrating adaptability, ownership, and strong problemsolving skills.

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Customer Service Experience

TTEC, Verizon Mobile

Mar 2024 - Nov 2024 (9 months)

- Provided Tier-1 support for Verizon Wireless and users concerning phone and internet services. - Effectively communicate technical information to non-technical personnel to ensure customer satisfaction. - Provided technical support and troubleshooting services to a wide range of customers, ensuring prompt resolution of customer inquiries.

Project Coordinator

Amazon

Nov 2022 - Jan 2024 (1 year 3 months)

• Monitor project progress and coordinate project team members/resources to ensure completion of tasks within established deadlines. • Assist project manager in creating and maintaining project schedules and timelines. • Monitor, assess and report progress of deliverables on a weekly basis. • Serve as the point of contact with internal departments and external suppliers regarding project-related inquiries.

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IT Scheduler

HSBC USA

Jul 2022 - Oct 2022 (4 months)

• Temporary project to serve as a link between departments and maintain relevant parties updated on the development of the project. • Acted as first point of contact to set appointments to the HSBC employees that needed support with their devices using Service Now • Established communication to support more than 400 associates throughout the United States, via pone calls, chats and emails.

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Merchant Support

Doordash México

Dec 2021 - Mar 2022 (4 months)

• Used ticketing systems to manage and process support actions and requests. (eg. Salesforce, Zendesk, Jira) • Provided remote technical support to restaurants when they were having issues with their equipments functionality (eg. Tablet not receiving orders, printers not working) • Worked with restaurant owners to resolve problems with services or inventory. •

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Competitive Gymnastics Coach

CEGA Gimnasia Olímpica

Feb 2020 - Dec 2021 (1 year 11 months)

• Implemented exercise programs and training strategies to bolster individual and team performance. • Developed lesson plans and routines for individual students to meet personal goals and abilities. • Coordinated with other instructors and coaches to determine student advancement and progress. • Prepared athletes for special competitions and tournaments.

Customer Service Representative

Teleperformance Mexico

Apr 2019 - Jan 2020 (10 months)

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Offered advice and assistance to customers, paying attention to special needs or wants via chat, pone call or emails. • Used ticketing systems to manage and process support actions and requests. (eg. Salesforce)

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Technical Service and Applications Engineer

Tate & Lyle

Mar 2017 - Oct 2018 (1 year 8 months)

• Product development for markets in Mexico, Central America and Caribbean. Focusing on dairy products, plant based products and sugar reduced products. • Implementation and development of new blends, with sales over $160 K. • Increased sales volume by 30% through customers training in the use of new ingredients and blends. • Pipeline increase through regional tours for introducing new ingredients and blend.

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Applications Trainee

Tate & Lyle

Apr 2016 - Mar 2017 (1 year)

• Product development focused on beverages and sugar reduced products. • Optimization of raw material and sample supply processes of ingredients from Tate & Lyle Mexico.

Ariel Fragoso Ortega

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