Gary Vargas

Central Support Specialist T2

Carbon Health

Jan 2024 - Mar 2025 (1 year 3 months)

Provided Tier 2 support assisting Tier 1 specialists with complex inquiries, escalations, and system-related issues to ensure seamless operations. Collaborated closely with the Product and Engineering teams to optimize system performance, troubleshoot technical issues, and implement process improvements, enhancing efficiency and user experience across the organization.

Customer Service Specialist

Wishpond Technologies

Mar 2022 - Sep 2023 (1 year 7 months)

Provided customer and technical support for 1 year and 9 months in a digital marketing CRM platform, assisting users via phone, chat, and email through Zoom, Slack, and Intercom. Handled digital marketing and web development-related requests, troubleshooting platform issues and guiding users on best practices. Gained expertise in creating and optimizing websites using HTML, CSS, and JavaScript, enhancing user experience and platform functionality.

D

Customer Support Specialist

Deel Inc

Jan 2022 - Apr 2023 (1 year 4 months)

Provided customer and technical support for 9 months in a fast-paced fintech startup environment, assisting users with payment processing, account management, and platform navigation. Ensured timely and accurate issue resolution through Zendesk, Jira, Slack, and Zoom while maintaining high customer satisfaction. Utilized Google Sheets to track and analyze support trends, contributing to process improvements. Worked closely with internal teams to escalate and resolve complex cases, enhancing operational efficiency.

Sr. Data and Quality Analyst

Concentrix

Jul 2019 - Feb 2022 (2 years 8 months)

Conducted audits, calibrations, and coaching about the quality standards required by the client for team members to provide a satisfactory customer experience to callers. Created performance reports and dashboards through tools like Microsoft Excel, Google Sheets, and Power BI.

Customer Service Representative and SME

Teleperformance

Aug 2016 - Apr 2018 (1 year 9 months)

Provided customer support for Cricket Wireless for 1 year and 9 months, delivering high-performance service and ensuring customer satisfaction. Assisted customers with billing inquiries, account management, technical troubleshooting, and service activations. For the last 8 months, served as a Subject Matter Expert (SME), supporting team members with training, escalations, and complex issue resolution to enhance overall service quality.

About

Detail

Timeline

Résumé