Luis Fernando Franco Diaz
About
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Guatemala City, Guatemala Department, Guatemala
Résumé
Jobs
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Senior Support SpecialistLastPassApr 2023 - Jun 2026 (3 years 3 months)• Earned a merit bonus in 2023 as one of a select few agents companywide for meeting and exceeding all KPIs year-round.
• Only agent on the team to receive an additional performance bonus for going above and beyond standard operational requirements.
• Served as primary escalation point for complex cybersecurity and password management cases across B2B and enterprise accounts.
• Mentored junior support agents, accelerating onboarding and improving team-wide knowledge retention.
• Collaborated with product and engineering to identify and escalate platform bugs before they reached broader user segments.
• Drove process improvement initiatives that reduced resolution time and improved workflow efficiency across the team- Support Specialist — Tier 1LastPassMar 2021 - Apr 2023 (2 years 2 months)• Handled high-volume inbound support via calls and tickets: password management, account access, security configs, and billing.
• Optimized internal ticket workflows, contributing directly to improvements in case resolution time.
• Maintained consistently high CSAT scores; became a go-to resource for both customers and teammates.
• Promoted to Senior in under 2 years by demonstrating leadership, technical depth, and a proactive improvement mindset. - GCustomer Support Specialist — Tier 1GoTo (LogMeIn)Jun 2020 - Mar 2021 (10 months)• Multi-platform support for GoToMeeting, GoToWebinar, GoToTraining, OpenVoice, and GoToConnect during peak remote-work demand.
• Maintained a customer satisfaction rate above 90% while managing a diverse, high-volume case load.
• Reduced repeat contacts by simplifying complex technical solutions for non-technical users. - Customer Service RepresentativeTELUS InternationalMar 2019 - Jun 2020 (1 year 4 months)• Handled billing, sales, and technical troubleshooting for a major Canadian telecom account.
• Reduced average response time by 15% through improved communication workflows.
• Consistently hit targets for CSAT, AHT, and first-contact resolution. - ACustomer Service RepresentativeAlorica — Sirius XM AccountAug 2017 - Mar 2019 (1 year 8 months)• Managed billing and retention for Sirius XM subscribers across North America.
• Applied retention strategies that measurably reduced subscriber churn.
• Built core competencies in active listening, objection handling, and customer-first communication.
Education
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- B.A. Communication & Audiovisual ProductionUniversidad PanamericanaJan 2019