Jürgen Santiago Beltran Castillo Business analyst/Help desk/CSR/Sales

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Customer Service Representative

May 2025 - Jan 2026 (9 months)

As a Customer Service Representative, I provided end-to-end customer support in a retail environment through multiple channels, ensuring a seamless experience for customers. I assisted with purchases, order tracking, cancellations, price reviews and adjustments, product availability, account inquiries, and general troubleshooting, all while maintaining a customer-focused approach that met service standards and SLAs. Additionally, I recognized the importance of proactive engagement, as customers often called in to make purchases; therefore, I scheduled follow-up calls to ensure their needs were met, demonstrating my commitment to customer satisfaction. My experience with CRM tools, including HubSpot and Salesforce, allowed me to efficiently

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PAS, Business analyst, CSM

ZensarCisco

Jun 2024 - Feb 2025 (9 months)

As a Portfolio Activation Specialist at Cisco, I have grown by taking on a more people-focused role. My main responsibility has been to connect with Cisco clients, accounting and technical managers, and understand their business needs based on the acquired architectures. I have expertise in driving customer engagement, adoption of entitlements, and value realization for technology and service portfolios. Additionally, I have activated, reviewed, and managed orders as needed, which has enhanced my organizational skills and attention to detail, ensuring that client needs are met efficiently. This experience has further solidified my ability to communicate effectively with clients and stakeholders, fostering strong relationships that contribut

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Independent technician

Mandrake

Jun 2022 - Oct 2023 (1 year 5 months)

As an Independent Technician with 10 years of experience in PC building and repair, I have honed my skills through part-time work at a local computer store, where I handled both sales and services. My responsibilities included custom builds, maintenance, optimization, hardware/software troubleshooting, and network security testing, alongside providing customer consulting. This role allowed me to engage in sales, which expanded my understanding of market needs and customer preferences. Additionally, I applied my skills in order management to effectively manage incoming requests for hardware and software services, ensuring timely scheduling and execution of tasks. This experience has further enhanced my organizational management and project m

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L1 Helpdesk technician

Sep 2020 - Feb 2022 (1 year 6 months)

As an L1 Helpdesk Technician, I provided Level 1 technical support via phone and remote sessions, addressing hardware, software, and network-related issues across multiple operating systems. I managed ticket escalation, appointment scheduling for in-home and in-store services, and ensured accurate documentation. My role involved supporting cross-selling and upselling initiatives while delivering empathetic, customer-focused technical assistance. I regularly utilized IDEs and CLI tools across different environments to enhance troubleshooting efficiency. Additionally, I engaged in outbound sales when necessary, selling hardware during calls, which required me to check and modify tickets and orders effectively. I also managed administrator acc

Social media agent

Sutherland

Jun 2019 - Mar 2020 (10 months)

As a social media agent for a music application in the billing department, my primary role involved assisting Twitter DMs and emails to address user queries regarding the app's services, features, and other inquiries. While my usual tasks included responding to questions related to the monthly billing of both premium and free users, I also provided support for profile assistance and basic app troubleshooting. I utilized tools such as PayPal, Twitter, Oracle, Workday, Teams, and OneDrive to enhance customer communication and engagement. Additionally, my experience with client relationship management (CRM) allowed me to understand user needs better, even though it was not a primary focus of my role. I was also familiar with marketing automati

Customer service agent

Foundever

Jun 2017 - Apr 2019 (1 year 11 months)

As a Customer Service Agent, I worked in the billing department, providing support to North American and Canadian customers through various omnichannel platforms. My responsibilities included assisting drivers with weekly payments, bonuses, reports, rentals, complaints, and resolving ride payment discrepancies. I developed strong customer rapport while ensuring accuracy and compliance with billing processes. Additionally, I utilized CRM alongside other management tools to effectively handle customer concerns and tickets, enhancing our overall customer engagement and satisfaction. My role required a high level of communicative competence, problem-solving skills, and the ability to maintain confidentiality while managing sensitive billing inf

Jürgen Santiago Beltran Castillo

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