Gerardo Fallas Email & Phone Number

San José, Costa Rica

Florida, United States

Florida, United States

Moravia, San Jose, Costa Rica

In charge of designing and maintaining the company's website, as well as those of its clients. I also have taken ownership of diverse design and digital marketing projects, such as the design of a product catalog for one client, organically growing an Instagram account for another, and community managing a client's Facebook and Instagram (plan and schedule.

Directly.com

Help customers with all kinds of technical and non-technical questions through Directly.com's customer support platform, ranging from the technical, like contacts database exports and imports, domain registration, DNS configuration, and SMTP integrations, to more theoretical topics like marketing strategy, funnel structure, and funnel design.Constantly.

Heredia, Costa Rica

Handled phone and email contacts for billing and technical support cases opened by Amazon Web Services' clients for matters related to account activation, service enablement, and limit increases, general questions about the services, their features, as well as performing health checks and troubleshooting on the clients' servers.Identified the most common.

San Jose, Costa Rica

Led teams averaging 15 newly hired customer service associates that just finished the initial training and would start taking calls, to get them fully prepared for production.Responsible for elaborating and sending daily and weekly reports of the team’s KPIs.Constantly monitor associates' metrics and schedule adherence to mitigate the risk of going.

San Jose, Costa Rica

Find out-of-the-box solutions for escalated customer contacts when they’ve had to contact multiple times due to a recurring or unsolved issue.Identify customers with abusive behavior patterns and take action on their accounts accordingly to stop them from taking advantage of the policies again.Created a dashboard using an AWS ElasticSearch and Kibana based.

San Jose, Costa Rica

Handled customer contacts for inquiries they had related to the retail purchases they made on Amazon's website.Helped customers find their package, check their order status, update their payment methods, cancel orders/subscriptions, return items, request refunds, place orders, find item description/details, change the delivery address, and other similar.

Bachelor'S Degree, Computer Software Engineering

Computadores